The case for case management

With businesses growing increasingly more digital, the processes of these businesses need to become more and more digital. That, of course, is nothing new and neither is it anywhere close to rocket science, but nevertheless it seems that a lot of organisation believe they have already digitized all their processes. This seems to be partially true. Connecting an existing back-end system through API's to an app is only the first part of digitizing processes within an organisation. True Digitization requires that little extra to make it a fully digital process.

Let's take the case of a digital bank. New fintech startups are attracting new customers with a fresh user experience, which often give new functionalities that existing banks haven't thought of before. For instance, giving an overview of the payments you have done in the past based on your current location. Other banks haven't come up with this functionality before, for the simple reason that their existing back end processes could not handle that sort of requests, neither were they designed to handle that kind of functionality. The same goes for digital processeses. If we look at an insurance case, a case we all know, the way these processes work and act are still based on the use of paper as core communication means. In the digital age, where everyone has a smart phone, can take numerous pictures of a case and expects a fast way of communicating through whatsapp, messenger or any of the digital communication channels still coming out every month, customers are looking for an approach that is connected to their daily lives and digital habbits. Case management, and in a broader perspective, digital process automation is a set of solutions to automate those digital native processes. 

IBM Business Automation workflow is uniquely positioned in the market. It integrates the capabilities of business process and case management into a single workflow solution. It unites information, processes, and users to provide a 360-degree view of work to drive optimizations. By combining those two, IBM is bringing one solution for handling  the creation of long lived containers of data, content, teams, tasks, conversations, and auditable history together with the flexibility of a case system.

Vincent Vanderbeck