These days, it seems that business and IT conversations just about everywhere are revolving around that same 4 themes – Big Data, social collaboration, mobile applications and cloud computing. These IT megatrends are in the forefront of the minds of IT executives and solution providers alike. And, if you aren’t thinking about them, you should be. These megatrends are shaping the way business and IT think and operate, and are also affecting the future of case management solutions. Before we dive into how these megatrends are influencing case management, let’s first discuss what the megatrends are and how they are impacting both business and IT.
Big Data is probably the hottest topic right now. Despite the fact that everyone is talking about it, most people are just trying to figure out what “big data” is and how they should prepare for it.
First, what is Big Data?
Big Data is about more than just managing large volumes of data (i.e., terabytes and petabytes) – it’s also concerned with managing the velocity and variety of data that exists today and will continue to grow exponentially in the future. Velocity, or the speed of data, refers to how fast customers, partners and employees expect information to be available to them and how fast they are able to generate and consume data. Variety, on the other hand, refers to the type of data (structured or unstructured data, data captured from social media sites, machine data, etc.) and how we leverage this information to gain competitive advantage.
The Social Side
Mining social media networks for data around customers’ likes and dislikes is a huge opportunity. Successful organizations are starting to leverage this information to really listen to their customers and engage with them in a more appropriate and interactive way. From retailers, to manufactures, to government agencies, every industry views social media sites as a new channel to engage and interact with their customers.
The consumerization of IT also has a huge impact on IT organizations and affects how consumers expect to interact with you.. Interacting with customers through mobile devices is no longer a “nice-to-have, ” it’s a “need-to-have.” Either applications need to be re-architected to support various mobile devices, or new applications need to be developed to support all mobile users. Consumers expect to interact with your organization through their mobile device. You need to be e prepared or risk losing your customers to your competitors.
So, how does dynamic case management solutions support these megatrends?
Dynamic case management solutions come into play when organizations are looking for a solution to support mission-critical, case-like business processes. In these instances, the knowledge worker needs the flexibility to manage and adapt to the unique requirements of each case from initiation to close. Dynamic case management solutions have been proven to enhance the customer’s experience, increase knowledge workers productivity, lower administrative costs, guarantee that you meet critical SLAs, and ensure that you meet legal and regulatory requirements.
It is obvious that dynamic case management is vital to organizations, and it’s becoming very clear about how today’s IT megatrends are influencing these solutions.
Data means nothing unless the knowledge worker can see the information when they actually perform a task. The ability to pull disparate sources of data into the case, and the ability to provide the right information at the right time in the right context, is essential for the knowledge worker. Good dynamic case management solutions will give you the ability to seamlessly incorporate a variety of data, interpret that data, and provide that information to the knowledge worker in real-time.
Social media is not going anywhere. Incorporating social media information into the case and collaborating with both internal employees and external customers and partners is an essential element in resolving the case. A wealth of consumer information and trends is readily available for organizations to leverage. The ability to bring that information into the case allows you to make more informed decisions to better serve your customers.
Mobile access gives the user complete accessibility. Users can interact with participants in the case and access the case directly from a mobile device, table or desktop. Bottlenecks can be avoided as mangers are given the ability to approve and route work throughout the day, regardless of their location. The case team can quickly and easily determine how much work is outstanding, how they are performing against their goals as well as see the real time, status of the case.
Dynamic case management in the Cloud gives you all of the benefits of a dynamic case management solution while also lowering the total cost of ownership, and providing a faster time-to-deployment, and superior scalability, performance, and reliability.
Deb Miller and Steve Russell discuss this in more detail in a recent article, The Past, Present and Future of Case Management, featured on CMSWire. I encourage you to read the Q&A article to learn more about how these megatrends are shaping case management technology and what OpenText is doing to support them.
What do you think about the big IT megatrends impacting dynamic case management?Which megatrend do you see as the most critical within your organization or industry today? Take our poll!
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