Of the things that we are most likely to recall from the past twelve months, dynamic case management (DCM) may not be one of them. But chances are you've dealt with the elements of DCM throughout the year. You may have called it by another name -- like business process management, or adaptive case management, or maybe you know it as the mobile app you access to get work done. Regardless, we've learned a lot from dynamic case management. To help up put it in perspective, we turned to CEO of Eccentex, Glen Schrank.
A Better Understanding of Dynamic Case Management
Eccentex, as you know, provides the most effective method to build, deploy, monitor and manage dynamic case management applications. As its CEO, Glen Schrank helps organizations leverage the power of the cloud delivery model to rapidly and cost-effectively automate their business processes in order to reduce and contain risk while increasing efficiency and improving customer service. We asked Glen to help us dissect the past year and help us better understand how DCM will impact us in the year ahead.
CMSWire: What did the past year teach us about the future of Dynamic Case Management?
Glen Schrank: Businesses have gained a better understanding of the Dynamic Case Management (DCM) concept and see great value in the applications throughout all industries. Our customers have many use cases where DCM helps case resolution with incidents, investigations, and service requests.
Increasingly, companies have been adopting cloud case management methodologies and consultants are discovering new services they can offer their clients in helping reduce expenses, meet new regulatory guidelines, improve operations and improve internal and external customer service.
An example of this is a major US State’s financial services agency that has improved their case outcomes by 40 percent, reduced costs by 22 percent and has significantly improved levels of customer service.
CMSWire: What impact will Big Data continue to have on DCM?
Schrank: Most companies already collect a lot of data on a daily basis. Now they need to figure out what to do with it. This need steers DCM to develop applications that can organize this data and help with its analysis. More and more applications are designed for Big Data. Business consultants are using the cloud based DCM platforms to offer companies a better way to make sense of all the data on their hands.
Sources of data for DCM applications have expanded from faxes, voicemails, scans to include websites, social media and mobile input. Today’s knowledge worker now must have a platform capable of incorporating these new “big data” sources along with the traditional sets.
CMSWire: Is there an opportunity for case management and “big data” to work together?
Schrank: DCM is data centric, which works well for analyzing a large amount of data, keeping it organized and easily accessible. Collecting data is already a regular process for most companies and organizations. Now, DCM can help them evaluate it. For example, the Smart Metric system in the energy sector can generate and process millions of cases, which are then categorized based on the company's preferences for easier analysis. At the same time, this information helps with risk management.
CMSWire: In working to make the knowledge worker more productive, explain how the app is helping to advance productivity within DCM?
Schrank: The list of benefits for DCM for knowledge workers and companies is extensive. DCM integrates the multitude of apps that knowledge workers have to access every day to make their work less chaotic and more productive. DCM runs in the cloud and thus enables knowledge workers to work when they are most focused and therefore most productive. This in turn leads to higher job satisfaction.
DCM is robust to fit the new work styles of the knowledge worker, especially the younger generation. DCM is user friendly for everyone that's used to legacy systems and quick to learn. One of the features with DCM platforms is that each app can be customized, configured and built for the specific workflows and processes without having to develop or code anything -- it is simple with the use of a drag and drop interface. Another time saving feature is the ability to automate repetitive tasks, set up alerts, triggers and generate scheduled reports.
CMSWire: What will 2013 mean for the app market?
Schrank: Given that the business world is becoming more open to cloud applications, their adoption will be more mainstream. Cloud platforms will be more powerful and many more applications will be available making the process of building new apps even faster. The public will see the multitude of benefits and successful case studies where apps will be the go-to solutions for business process improvement, as well as the right choice for having the most productive workforce.
CMSWire: From Eccentex’s perspective, what are you looking forward to most in 2013?
Schrank: The increasing cloud adoption and growing enthusiasm surrounding adaptive platforms, we are excited to see what our partners will build for our customer base. We are also excited to work with our customers to tackle new challenges, help more companies become agile, and to liberate the knowledge worker. We are looking forward to continuing to grow our AppLibrary that offers application templates for different use cases, which makes creating new and custom apps easier, faster and more affordable.