2011 IBM Corporation. Optimizing Outcomes with Case Management

Transcription

1 Optimizing Outcomes with Case Management

2 Agenda Introductions The Workflow Challenge What is Case Management The Human Factor Big Data and Analytical insights 2

3 Current business challenges Knowledge workers in all industries must do more with less yet businesses need to improve service and manage risk while controlling costs 3

4 Current business challenges (continued) Automation has handled the routine; many automated processes are outsourced; exceptions are now the norm Flexibility is essential to responding effectively to opportunities or threats The volume and variety of information can be overwhelming, and it is arriving faster every day Regulatory or legal risks require consistent adherence to critical policies and rules 4

5 Case management in every industry Although a case may be expressed differently depending on your business Invoice, Contract, Employee, Vendor, Customer, Project, Change Request, Complaint, Exception, Incident, Audit, Electronic Discovery, etc Insurance Banking Healthcare Government Energy and Utilities Policy Underwriting Claim Annuity Loan Mortgage Account Credit Card Patient case Claim Member Provider Grant Court case Citizen Tax payer Rate Case Permit Land Property a common pattern of challenges exists across all industries. 5

6 Common Challenges Use Cases Complex exception handling Complaint or dispute management New customer or new account opening Lending applications Credit approval Contract management Claims processing Benefits enrollment Rate case management Investigations or audits Patterns Work activities are eventdriven Collaborative, ad-hoc processes Processes are often not predetermined Work is knowledge intensive Content is essential for decision making Outcomes are goal-oriented Relies on people Integrated Solution Content management Business process management Collaboration tools Social software Business rules Analytics Solution development and deployment Templates Optimizing case outcomes with IBM Case Manager 6

7 So what's new? Next-generation case management requires a different mindset this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality. Forrester 7

8 Case Management Brings people, process and information together in context of a case process people Delivers trusted information to the case both content and structured data in the context of a case Leverages unique dynamic work management concepts and capabilities Case Management Shortens time-to-value with better tools, out-of-the box solutions and templating capabilities information 8

9 Today your company works like this. Business activities that are repetitive have been automated using technology Business activities that deal with exceptions or require creative solutions are managed by . How to enable activities that require both automation and creative exception handling? 9

10 Building on a solid foundation Web Social E-Forms Scan Process Analyze & Report Integrate Case Designer Workflow Designer Workflow Engine Content Repository Records Management 10

11 How do you bring it all together? Traditional workflow automation is very rigid I need more information! Case allows participants to refine a process as needed 11

12 Smart is: improving customer service JM Family Industry context: automotive Value driver: improve customer service Solution onramp: advanced case management The major business objectives in our organization are excellence in customer service and increased productivity of our associates. IBM ECM is a key enabler of these objectives. Keith Tempinski, Director, Enterprise Content Group, JM Family Enterprises, Inc. Business Challenge Lack of visibility into customer service interactions around automobile loans and leases Bottlenecks due to many audits in approval steps What s Smart? Customer service associates focused on exception-based processes, with greater knowledge sharing across departments Smarter Business Outcomes $2.1 million annual call center labor savings. Processes cut from days to just minutes. Handle more loans with current resources. Eliminated annual printing of 168k pages for cost savings and environmental benefits. 12

13 Building a case management solution Business Analyst Business analysts can define many aspects of a case management solution using a single tool Case Manager Builder Case Manager Client 13

14 Rapid application case design for the business Easy to use, Interview Mode (wizard-driven) Case designer allows a business user to very quickly build a solution. Comprehensive across case assets Case designer can provide view of case. Use templates for a fast start Represent industry best practices Significantly shortens time-to-value for casestyle applications Bottom line: Deliver users the solution in a fraction of time of other approaches. 14

15 Tasks Step Editor 15

16 Extending a solution An example Human Resource solution Employee Case Opened Tasks Steps Review HR Form Change in Beneficiary Form Process HR Form Close Case 16

17 Tasks are flexible A variety of events can trigger case tasks. Case Worker Actions New Content Case Updates Optimizing case outcomes with IBM Case Manager 17

18 Case worker user experience Role-based and personalized End user gets exactly the information they need to progress the case Flexible and extensible Can be configured to meet unique business requirements Provides deep context for case work No more disjointed jumping between applications Brings people, process and information together to drive case progression and better outcomes Bottom line: A case worker has all the information they need to improve case outcomes. 18

19 Integrated Collaboration and Social Software Case worker can become aware of another's status in Sametime. Case workers can chat with others on case-related artifacts using web-based chat. 19

20 Adding a solution case templates Organization or third parties can create case templates using the IBM Case Manager tools. Case templates capture best practices for specific industries or horizontal business processes. A customer can start from a case template and configure to meet their specific organizational requirements. Configured case templates can be used to create new case management templates. Case templates shorten time to value! 20

21 Extend Case through integration and complex automation Process Designer technical experts can work with the exact same solution using specialized tools to build data integrations and complex business logic. IT Staff 17/07/2013

22 Comprehensive Reporting and Analysis 22

23 Smart is: increasing revenue, productivity Hunt Industry context: transportation Value driver: increase revenue, productivity Solution onramp: advanced case management Business Challenge Manual billing. Deliveries made before customers could accept them resulting in delays. What s Smart? Complete billing process visibility. Automated carrier assignment and billing drivers know when customers can take deliveries and charge automatically if the customer delays delivery. Multiple forms of information including and paper are now automatically managed. Smarter Business Outcomes Accurately track and bill charges to the customer, adding $870K in revenues annually. A 6x improvement in billing staff productivity. Improved record-keeping to ensure compliance. Increased automatically processed bills from 60 to 90 percent. One billing clerk now required, instead of six. 23

24 So what is Case Management? Analytics Monitoring Events Content Case Management Workflow Process automation and exception management Rules Integration Collaboration and Social Enabling flexibility for knowledge workers that participate in business processes 24

25 ITALIAN HINDI FRENCH JAPANESE BRAZILIAN PORTUGUESE SIMPLIFIED CHINESE TRADITIONAL CHINESE SPANISH RUSSIAN TAMIL THAI GERMAN ARABIC Adam Wilkins e: p: Rob DuMont e: p: