eccentex

What is Dynamic Case Management

A new, better way to manage cases in today’s competitive business environment

Using Dynamic Case Management solutions from Eccentex...

• Optimize productivity by automating repetitive tasks and concentrate only on efficiently handling exceptions
• Improve customer service and up-selling with a 360-degree view of all customer data across different departments and geographies
• Save time, money and resources by auditing only those events that truly need to be audited

With Dynamic Case Management (DCM) from Eccentex you can make all of the above statements — and numerous others — an everyday reality for your organization. It’s a new and more efficient way of handling cases, whether your cases are medical claims, legal/investigation, complaints, social services or new account openings.

Traditional approach is no longer meeting the needs of organizations faced with today’s challenges — learn about DCM system from Eccentex strategy to improve case outcomes, optimize productivity and manage risk.

What is Dynamic Case Management?

Dynamic Case Management (DCM), also known as Adaptive Case Management, is a next-generation of solutions bringing together information, processes and people utilizing a mixed set of controls that are human and system driven. DCM handles tacit interactions and static processes to provide 360-degree views of cases and significantly optimize business processes. Case management is customer or service facing and at the same time people, process and information intensive, where cross-functional and decision intensive processes need to be tracked.

Traditional case management solutions used to be static and dealt only with highly structured and document-intensive processes. Today, businesses are effectively managing structured, unstructured and unexpected work employing DCM tools. Utilizing best practices and built for continuous change, DCM Solutions combine core BPM and ECM with predictive analytics, business rules and social collaboration to improve case outcomes while optimizing productivity and managing risk.

Dynamic Case Management Drivers

Businesses are facing numerous challenges in today's economy, like the need to reduce operating costs, retain and acquire customers and reduce risk. Organizations find their greatest opportunity in reducing operational costs with becoming more agile. The Economist reports that business agility is a top priority for 88% of executives. The same report states that agile companies grow 37% faster and generate 30% higher revenues. Dynamic business platforms help companies improve process efficiency, knowledge management, and information sharing, as well as encourage collaboration across the business and its ecosystem.

Now, more and more organizations are adopting DCM. Some of the primary drivers for increased adoption of Dynamic (Adaptive) Case Management solutions are the necessity to manage knowledge-intensive and unpredictable business processes, while addressing industry regulatory and compliance requirements. Prime examples include medical case management software, investigative case management and legal case management software solutions.

Managing Structured and Unstructured Work

Companies continue to improve the way they manage structured work and routine processes with ongoing advances in BPM tools and methodologies. More and more companies succeed in automating structured routine processes. As a result, the need to manage unstructured knowledge worker processes has become more evident. Enhancing the knowledge worker productivity is an essential stepping-stone in a company’s economic growth.

Knowledge work is a collection of tasks performed by people whose jobs primarily involve interaction with co-workers, customers, partners and suppliers, employing complex decision-making by utilizing judgment and accumulated knowledge. Knowledge work consists of unstructured processes and spans across an organization from high-level strategic work to detailed execution.

Examples of knowledge worker tasks: researching, analyzing, making decisions, planning, organizing, programming, storing, distributing, marketing and etc.

Knowledge workers include those in the information technology field (system analysts, technical writers, programmers and academic professionals) as well as scientists, marketers, lawyers, teachers and students.

The emergence of dynamic (adaptive) case management systems as well as dynamic business platforms finally presents an opportunity for businesses to manage knowledge worker processes. Knowledge workers already employ many tools to aid daily tasks, like office productivity applications (Microsoft Office), email, web, wikis, collaboration technologies and social tools. However, there are still barriers to enhancing knowledge worker productivity from the fact that many of the tools are fragmented and do not easily interact with all systems. The goal of DCM is to alleviate these obstacles.

Example of Handling a Case Using Dynamic Case Management

DCM encompasses a great variety of case types and processes, whether your business is in healthcare, finance, education, wholesale or another industry. There are many examples of case-based applications: insurance claims, customer services, virtual patient records, compliance, loan processing, employee on-boarding, account opening and etc. Managing cases involves a multitude of elements including but not limited to data, people, content, collaboration, reporting, policies, events, communications and processes.

Let's take a look at an example of a dynamic case.

1. A customer files a service request with the company through phone, email, mail or social media.
2. The service request is received by the customer service department.
3. A clerk indexes the request, a new case profile is created and data is mapped in the system.
4. The manager or the automatically assigned reviewer updates the case and takes appropriate steps to make sure the service request is completed.
5. All the dynamic processes like verbal interactions, internal and external communications, document exchanges and case updates are saved in the case history and made available for review on demand.
6. Throughout the process some steps and notifications are performed automatically, in the system, to speed things up.
7. Once the service request is complete the customer is notified by a chosen method.
8. The case is closed and archived.
9. Records of each stage of the case processing are stored and contribute to future analytics and reports.
10. Reviews of previously fulfilled service requests uncover operational trends, reveal troubled processes, help companies learn and create strategies for improvement.

Three Types of Case Management Use Cases

DCM applications enable businesses to automate and track inconsistent incidents, manage risk and expenses associated with servicing customer requests, respond to changes in regulations, increase collaboration to support unstructured processes and more. According to Forrester Research, the three emerging types of case management use cases are:

• Investigative Case Management
  These types of solutions are primarily designed to manage risk, fraud, and compliance across the enterprise. Examples of investigative case management cases include: eDiscovery, Fraud and Abuse, Audit Tracking, Regulatory and Compliance, M&A, and IT governance.
• Incident Case Management
  Principally designed to manage complaints and unexpected incidents and events. Examples of incident management cases include: Complaint and Accident Management, Quality Assessment, Adverse Reaction Management, Dispute Resolution and Collections Management.
• Service Requests Management
  In today's competitive environment, keeping customers and cutting costs are imperative. Improve techniques for managing customer services and delivering an impeccable customer experience. Examples of service requests management cases include: Claims, Loan Origination, Benefits Administrations, Project Support, Underwriting and Customer Onboarding.