C is for cookie… and case management


If you have unruly processes, you’re not alone. Right now, many organizations are trying to break free from depending on scattered spreadsheets, binders and paper file shares to manage the information that drives their key processes. The inefficiencies of relying on these methods to manage work that is unstructured or unpredictable are costly and error-prone.

In fact, 51 percent of companies recently polled told AIIM that half or more of their business processes are NOT straightforward or predictable.

That’s why more and more organizations are finding that traditional straight-through workflows or business process automation solutions alone aren’t sufficient. What’s required is the added flexibility and ad-hoc nature of what the IT industry is referring to as case management functionality.

The statistic above is just one of the findings highlighted in the recent AIIM Industry Watch report, Case Management and Smart Process Applications. The report takes an in-depth look at how organizations are embracing case management today and where the industry is heading.

Below are for four key takeaways from the study, brought to you in part by the letter “C.”

  1. Categories are growing

While “traditional” applications like lawsuits and court cases were on the list, the most prevalent or important case management applications named by respondents were project management, payment/contract administration and incident management. Other applications in the top 10 included customer complaint management, HR candidate processing, member/customer enrollment and fraud investigation.

Do any of these ring a bell? Even if you’re not calling it case management, your organization is likely managing this type of case-driven work today – unpredictable processes that require the discretion and decision-making power of knowledge workers. The key characteristics of any of these applications? Variety of content, followed by the need for compliance and multiple paths to a variety of outcomes.

  1. Content matters

According to the study, for 67 percent of respondents, half or more of their main business processes involve connecting multi-channel content to one managed process. And although effectively managing content is a key requirement, it’s also a problem area for organizations today: one-third of respondents consider this to be their biggest single issue in managing cases.

This only reinforces the need to find a case management solution that allows you to seamlessly connect and manage important supporting content alongside the critical data and process components of a case. A comprehensive enterprise content management (ECM) product that has document, data and process management capabilities natively “baked in” meets these requirements while negating the need to purchase disconnected point solutions or offerings that comprise many separate, acquired products.

  1. Customers are top of mind

Case management applications frequently involve business processes that are customer-facing – whether it’s a client, student, patient, constituent, provider or vendor. These high-touch areas require work that can’t be fully automated and depends upon human discretion and problem-solving– especially with increased customer expectations for faster, better service.

So it’s not surprising that 58 percent of the organizations polled consider their case handling systems to be vital or very important to their customer experience management. Yet today’s solutions might not be cutting it.

According to respondents, the biggest issue with current solutions was a lack of a single view of the customer due to parallel storage of data in multiple systems. The ability to gain a complete, 360-degree view of the customer – including key data, supporting content, related tasks, correspondence and more – should be a key consideration when selecting a case management solution provider.

  1. Chaos is common

While embracing case management is on the rise, chaos is still common when it comes to managing case content. Based on the AIIM survey, 23 percent of respondents said their management of inbound emails and faxes is somewhat ad hoc or even “chaotic.” And this number only increases when it comes to methods like hand-written correspondence! The inability to effectively manage varied content related to a case leads to inefficiencies, information silos and gaps in collaboration. A successful case management solution will provide the degree of control necessary to counter this chaos, while remaining flexible enough to meet unique business requirements.

Want to learn more? Download the full AIIM Industry Watch report: Case Management and Smart Process Applications. And watch this recorded AIIM webinar for more information and real-world use cases that bring these findings to light.

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