Case Management

Case management differs from traditional content management by placing priority on the outcome instead of the process. A case typically refers to a process, set of business rules, information and collaboration related to a specific interaction with a specific party like a customer, supplier, patient or defendant. Each case has a file associated with it that contains information like email correspondence, notes on phone calls, signed forms, internal documentation, reports and other information. In most cases the case and file require auditing and compliance with legal and federal regulations.

Companies often use rigid rules and workflows to enforce compliance, enforce security and to provide the ability to monitor performance. This can cost extensive amounts of money and time to customize when the need arises, and can waste time, frustrating employees and customers involved. By implementing a case management solution, companies can avoid the pitfalls of managing cases:

• Inefficient or lack of access to knowledge
• Variation between cases
• Lack of effective collaboration with coworkers
• Lack of compliance with legal or federal regulations
• Lack of ability to monitor performance

Our consultants work closely with business users to develop a tailored case management experience using IBM case management software. This allows for the following benefits:

• The ability to choose the optimal path for a particular case
• The ability to make better decisions based on better access to important information
• Provide the ability to customize the solution easily with flexible templates and minimal setup
• Provide access to analytics and document search capabilities
• Enforce compliance with regulatory or legal requirements