Dynamic Case Management (DCM) solutions are knowledge-intensive and require knowledge workers to coordinate tasks, processes and services to achieve a positive outcome and resolution. They require a large degree of flexibility and adaptability to process the case.
DCM solutions combine business process task based workflow, integrated document and content management, business rules to enforce policies, knowledge base and collaboration tools. DCM is built on a Unified Smart Digital Business Platform to collectively enable and empower the efficient completion of an entire case or unit of work to achieve a positive outcome and resolution that increases customer satisfaction. Instead of following a predefined rigid structured process as is typical in Business Process Management (BPM) solutions, DCM empowers users to adapt to changing work requirements and perform tasks needed to resolve and complete a case.
Every company follows business processes to ensure that work gets completed efficiently and effectively to each organization’s specific standards and policies. These range from simple to complex processes that may be automated or performed manually. These workflow processes can be categorized as either structured or unstructured processes. DCM technology delivers agile solutions that are quickly configured and deployed to support both structured and dynamic unstructured business processes, changing the way knowledge workers Get Work Done.
The Dynamic Case Management (DCM) solution built on the Unified Digital Business Platform from Eccentex, brings together customer information, business workflow processes and people to provide a comprehensive view of all your cases. Design, configure and deploy a DCM application that meets your case processing needs, regardless of the complexity. Comprehensive visual building tools enable powerful process management, advanced document management with a powerful business rules engine to help your knowledge workers resolve cases more efficiently.
Automate routine tasks with Robotic Process Automation or RPA and free up knowledge workers to perform higher value tasks. RPA can also help knowledge workers perform complex activities that reduces errors, improves productivity, and increases customer experiences.
Bellow you can find some three areas of DCM use cases:
|Investigative||Service Requests||Incident Management|
|Risk and compliance||Customer onboarding||Complaint management|
|e-Discovery||Loan origination||Dispute resolution|
|Fraud Investigation||Claim processing||Patient medical record|
|Technology governance||High value proposals||Quality management|
|Audit requests||Underwriting||Emergency response|
Cases can follow a predefined or unpredictable path to resolution. Easily design re-usable cases that can dynamically split into multiple cases, join back together, hop to ad-hoc activities for exception handling, or even initiate other process task workflows. Assign case tasks to individual people or work pools for different teams, roles, or skills. For even finer control, easily attach visual rules to workflow events to track history, notify supervisors or escalate overdue cases.
Create as many workflows as you need with advanced security on which roles can do what along a case life-cycle. The Visual Workflow Process Builder helps organize a complex process with drag-and-drop tools and multiple process layers. Use the Visual Routing Builder to automatically route cases based on criteria of any complexity.
The Eccentex DCM Platform provides an integrated unified set of tools and features that enables agile design capabilities built for Business Users and Analysts to help reduce time to market with rapid application updates to ever-changing environments, regulations and policies.