Knowledge Workers Seek Dynamic, Mobile Technology
LOS ANGELES, CA – September 16, 2014 — Eccentex Corporation, one of the leading providers of platform-as-a-service (PaaS) and software-as-a-service (SaaS) applications for dynamic case management (DCM), today announced the results of a survey of more than 100 decision-makers in the Knowledge Management space, including C-level executives, program managers, counselors, customer service directors, engineers, consultants and analysts.
The survey results reflect the diversity of respondents and the type of work they do; responses about technology needs and barriers were fairly evenly distributed across categories. Knowledge workers continue to adopt advanced technologies; one-third of respondents ranked smart process apps as the technology that best supports their work. Document management, mobility and collaboration tools are also seen as essential.
The results highlight points of confusion in the Knowledge Management market, as organizations transition from traditional business process management (BPM) tools to emerging technologies, such as dynamic case management (DCM), also known as adaptive case management (ACM). More than 35 percent of respondents are still describing knowledge work tools as BPM, but the shift to newer approaches is significant—more than half of respondents refer to the space as dynamic case management (32.26 percent) or adaptive case management (20.97 percent). Knowledge worker solutions (e.g., DCM, ACM) focus on optimizing the unstructured processes inherent to work based on human interaction and complex decision-making. While traditional BPM is a good fit for automating and improving the efficiency of structured, repeatable and predictable processes, the modern knowledge worker requires flexible tools that support collaborative workflows and the human dynamics of customer service.
Working in the cloud and from remote locations is a growing trend in the KM market; survey responses indicate that while knowledge workers welcome an increased focus on mobility, there is definitely room for improvement. Just under 50 percent rate the effectiveness of technologies supporting their case management as “Good, but there’s room for improvement.” A full 40 percent still rate implementation of such technologies in their workplace as basic and average (29 percent) or poor (11 percent).
- According to the survey, 25 percent of respondents claimed that their company sees mobility as the future of knowledge work and has fully embraced it.
- When asked about the main challenges to maximizing productivity, more than 37 percent of respondents cited “technical barriers” as the primary challenge.
- Regarding case management technology, only 10 percent of respondents agreed to the statement “We have everything we need to collaborate and manage processes effectively.”
“Today’s business environment places intense demands on the knowledge worker,” said Glen Schrank, CEO at Eccentex Corporation. “Customers have high expectations, and compliance requirements are taxing. The technology and tools we give our workers must evolve to meet these demands. Eccentex provides organizations with the customizable tools their case workers need to solve complex problems and be productive and collaborative anytime, anywhere.”
The survey was conducted online from July 28, 2014 to August 8, 2014, garnering responses from 124 knowledge workers, executives, technicians, consultants and program directors.
Eccentex offers highly regulated organizations cloud-based case management platforms to build customizable, on-demand (SaaS) dynamic case management (DCM) applications. The company’s AppBase (PaaS in the cloud), AppTemplates (browser-based, drag-and-drop environment) and AppLibrary (out-of-the-box applications) solutions give enterprises the flexibility and scalability they require for virtually any case management needs. Eccentex is revolutionizing the way customer, knowledge worker and management expectations are being met by delivering better results through universal access to execute tasks when, where and how they are needed to achieve customer satisfaction, while maintaining corporate governance and compliance requirements.