Surrounded by the ghosts of case management



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Case management tends to haunt me. It’s one of the side effects of being aligned to the topic over the majority of my 7+ years at Hyland.

For example, four years ago, when I was getting married, I remember thinking that this whole wedding planning thing sure could benefit from a robust case management solution – from managing relationships and conversations with hundreds of vendors to an incident management solution for when things go awry. Then, when my husband and I bought our new house last year, the whole buying and loaning process – and the piles of paperwork and information – could have benefited from a case management solution to track that content and provide us with better – any! – visibility into the status of our requests.

And now, as I look forward to the arrival our first baby in mid-July (please, July!) across countless doctor’s appointments and filling out the same information and answering the same questions again and again and again, a case management solution that gives all providers and staff a complete view of me as the patient (and of course, my little sidekick) has undoubtedly crossed my mind.

Improve your management of unpredictable, knowledge-driven work

While you may not be as prone to noticing case management opportunities as often as I do, I’m sure there are times when you feel frustrated that the service providers and organizations you deal with frequently in your personal and professional life don’t have a complete view of you as a customer, client, or constituent. No one wants delayed service requests, unanswered complaints, and limited visibility into work projects.

Case management technology is not a passing trend; in fact, quite the opposite. The capabilities that equip organizations to manage unpredictable, knowledge-driven work are only growing in importance and demand. As organizations, we have automated what we can automate – but there’s still certain work that can’t be fully automated. Work that needs a human touch, human discretion, or human decision-making.

That’s the kind of work case management technology supports.

More proof that case management isn’t going away? Analyst attention and evaluations of vendors in the market continue to expand. In fact, Hyland was recently named a Strong Performer in the Forrester Wave™: Cloud-Based Dynamic Case Management.

Learn more: Attend our webinar June 12 @ 2:00

In light of that recognition and the interest we’re hearing from all corners – including our own customers – we’re excited to host an upcoming webinar, Case Management Considerations You Can’t Ignore: Content, Cloud, and Configuration, on June 12 at 2:00pm ET.

The webinar features two guest speakers: Craig Le Clair, Vice President and Principal Analyst at Forrester, who will talk about current case management trends, considerations, and where the market is going; and Matt McLaughlin, Supervisor of OnBase Development at Priority Health, who will give the concepts a real-world spin and share his organization’s success story.

Register today to join us next Tuesday for the event. If you can’t attend, you’ll receive a link to the recording.

Now that you’ve read this post – and especially if you attend our upcoming webinar – you might just start noticing case management opportunities everywhere you go – from the bank to the department store to the customer service hotline. And you just might start believing in ghosts. You’ve been warned.

In her more than 10 (wonderful) years at Hyland, Amanda Ulery has taken on the mission of sharing the business value of Hyland solutions with anyone who will listen. The proud manager of the product marketing team, she has a background in integrated marketing, the stubborn focus (and eye for detail) of an ex-journalist and the goal of helping the world realize how Hyland solutions can truly transform the way we work.
Amanda Ulery

Amanda Ulery

In her more than 10 (wonderful) years at Hyland, Amanda Ulery has taken on the mission of sharing the business value of Hyland solutions with anyone who will listen. The... read more about: Amanda Ulery