“How secure is my information?”As a former cybersecurity professional, that’s the question that kept me up at night.While protecting information continues to be critically important, it has also become apparent that businesses need to achieve information agility as well as security. The question to consider then is “How can I get the most value from information? “More often than not, applying adaptive case management to deliver information to your knowledge workers could be the answer.
The Goal is Better Business Decisions
Because information fuels your business decisions, it is most valuable when properly served and effectively consumed by your critical business processes.
Traditional business process management technology puts process automation as the focal point, but knowledge work does not always have a predefined process.Adaptive case management uses data as a focal point for business improvement, delivering information that helps knowledge workers deal with complex unstructured process areas.Examples of cases to be managed might include a patient record, a lawsuit, an insurance claim, a disputed order, a citizen service request, or a contract. Throughout all of these examples the common theme is the need for human judgment based on relevant information in order to make progress -- to solve problems, quickly make the right decisions, and take action.
Adaptive case management helps you compete on the basis of your processes by liberating your information to make it available to those who make critical decisions.
Enable Workers to Respond to Unpredictable Events
Information is truly agile when you can incorporate it in context to improve how work gets done.Adaptive case management enables knowledge workers to interact with information and perform work in their own unique ways to best respond to changing circumstances.In effect, to deal with business as it happens.This is one of the distinctive elements of adaptive case management -- the concept that the process participants are involved in defining specific actions for a case in response to the course it takes.Instead of modeling the entire business process ahead of time, you have an environment that supports access to information as needed to achieve the goal.
For example, in the insurance industry, underwriting of insurance policies requires judgments to be made based on several types of information, including proof of identity, proof of earnings and funds.Recently while working with an insurance company, we discovered that lack of information agility was causing an underwriting group to take about two weeks to make a decision on whether to provide a quote and what the quote should be.Because of that they lost about 60% of their business -- not based on the dollar amount they quoted, but based on the time that it took to make the quote.With adaptive case management, we brought it down to a 48 hour process, and now they’re winning 70-80% of the quotes that they submit.
Learning Opportunities
Webinar
Mar
29
The CX Commute vs. the CX Joy Ride
Is your CX traffic holding up your customer's journey?
Webinar
Mar
29
Is Your Microsoft 365 Data Recoverable? How to Survive the IT Hotseat When Data is Lost
See why MIcrosoft recommends third party backup
Webinar
Mar
30
An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications
Learn from the Neustar-commissioned Forrester Consulting study on challenges and solutions for contact centers
Webinar
Apr
5
Adopt a Modern Digital-First Marketing Strategy
Learn how to use a composable DXP to your advantage
Autonomy Enables Agility
Allowing a case worker to make their own determination about what needs to be done and when to achieve the goal -- for example, tracking deadlines, referencing documents, incorporatingpeople’s responses-- is critically important. To enable this autonomy, adaptive case management provides the ability to treat a case as an independent entity -- from the associated processes and documents -- and at the same time gives the power to be able to link information into a case in context.You can have a case that triggers three or four or a dozen different processes, all running at the same time, doing different kinds of activities, and all applied back to that same case.That flexibility makes a tremendous difference to what can be accomplished for your business.
The facilitation of knowledge work goes hand in hand with information agility.The desire to fully support knowledge workers within the workplace is not new. What’s new is that advances in technology now make the “informed” management of unpredictable work a practical reality.
Follow our continuing coverage of Information Management Agility including:
- How an ECM Strategy Supports Information Management
- Intense Findability at the Intersection of Content, Community and Context
- What is Information Management Agility?
