Social platforms, like Facebook, Twitter, and others are gaining traction within enterprises, but are they really useful and do they increase employee productivity? Well, according to Forrester’s Craig LeClair, the answer is no, until they are integrated with core business processes.
OpenText’s Steve Russell recently joined Craig to discuss how dynamic case management (DCM) solutions, when combined with social enterprise platforms, enable productivity. Here are some of the highlights of the session:
Many organizations don’t take social platforms seriously
They think they are unserious, unproductive, and unachievable. However, social platforms are becoming useful to share information and ideas especially when more and more workers are overseas, when a large percentage of your employees work directly with customers, partners, and suppliers who are outside of your organization, and when a large percentage of information workers think it is difficult to find information within company’s resources.
Dynamic case management solutions are best suited for managing untamed processes
These are processes where knowledge workers have the expertise to make complex decisions, and where they interact a lot with colleagues, customers, and partners to resolve issues or perform an important function. These ad-hoc interactions are optimized when enabled with social collaboration and mobile technology.
Dynamic case management solutions make people rethink how work gets done
The electronic folder or case must include both structured and unstructured data, bind together related processes, rules and forms, be adaptable, provide robust security, and include advanced analytics for identification and reuse of patterns. The social features that best complement DCM are: rich media support (including audio and video sharing), community capabilities, microblogging, activity streams, and integration with external systems.
Organizations are starting to realize the potential of combining social technologies with dynamic case management
Insurers for example, are using mobile apps and social interactions via their websites to enable customers to gain direct access to the status of their claim and add information or documents to an existing claim.
But at the end of the day, it’s not about doing social for social’s sake. Social features help case experts complete employee, customer, or partner tasks, but the social capabilities must be connected to core systems to become truly productive.
What do you think? Could your organization benefit from socially-enabled DCM?
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