Case Management: A Consolidated View of Customer Care

Case management may be defined differently across industries, but those who rely upon it to service, retain and acquire customers know well that it is a complex and critical component of customer operations that can make or break your business in a competitive environment.

The central, common issue in case management is that all too often, cases take too long to close due to any of number of internal factors, including:

• Limitations in adapting to changes in corporate policies and processes
• Missing collaboration between knowledge workers and external experts
• Limited resources to support key activity
• Misplaced and siloed information
• Lack of standardization (content, process and systems)
• Difficulty of enforcing compliance with policies, regulation and best practices
• Lack of visibility into meaningful key performance indicators

Experts agree that a case is not simply a collection of isolated activities, processes and documents, but a single and evolving entity progressing toward completion. Efficient business case completion must be enabled with collaborative processing for structured AND unstructured data that results in an integrated solution combining documents, data extraction, business pro¬cesses and rules, content management and customer communications in a unified approach.