Cross-Industry Survey Reveals Strong North American Demand to Improve Existing ECM and CRM for Case Management

AIIM Research Highlights Need for Better Adaptability, Functionality and Integration in Enterprise Customer Service and Collaboration

(DALLAS and BOSTON) Sept. 14, 2010 – Enterprise software provider ISIS Papyrus announced that a new research report from AIIM reveals strong demand for better case management functionality and integration among ECM and CRM systems.

The AIIM report entitled “Adaptive Case Management - comparing document-centric and customer-centric approaches,” details research conducted among the AIIM community to explore how well the IT infrastructure currently used by customer-centric, process-driven suppliers in the real world matches the actual demands of case management, as well as to look at their planned strategies for the future.

“The evolution of case management is increasingly important and relevant to enterprise professionals managing the information needs of competitive organizations,” said Doug Miles, Director of AIIM Market Intelligence. “While case management seems to be well understood and valued, real-world solutions for interaction between critical content, process and data systems are not widely implemented – and those in place are lacking in functionality, integration, usability or all of the above. It’s clearly a major pain point for service-oriented organizations to optimize their case management systems to better meet customer needs.”

Key findings from the AIIM report indicate a need for broad-based improvement in case management:

  • 60% of organizations are using case files for one-third or more of their business processes
  • Email alerts are still a primary workflow driver for three-quarters of organizations
  • Nearly two-thirds of organizations rely on manual processes to capture 75% of customer communications
  • 40% cite difficulty of adding and changing processes as the biggest issue with current case-handling mechanisms
  • Only 10% have case management supplied as standard with their ECM or CRM system

Case management has shifted toward ensuring the best experience for the customer, rather than merely achieving operational efficiency and process automation,” said Annemarie Pucher, CEO of ISIS Papyrus Software. “The increased complexity of enterprise content and service environments has fueled the requirement to enable easier sharing and integration and empower knowledge workers to control process changes, communications and decision-making for better customer satisfaction and case resolution. This desire to react and adjust to improve the outcome is the driver for advances like Adaptive Case Management.”

The Papyrus Business Communication and Process Platform empowers enterprise business users and knowledge workers to optimize processes, tasks, communications and documents across a wide range of case-driven activity in service-based organizations. Papyrus Adaptive Case Management (ACM) further supports business applications from claims management and account opening to contract management and purchase-to-pay (procurement).

Released June 30, the report’s results were generated from 290 responses from individual members of the AIIM community received April 15-May 4 as part of the research conducted by AIIM and sponsored by ISIS Papyrus. Individuals from enterprise companies with 500-5,000 employees represented 68% of the respondents in the research.

The new AIIM report, “Adaptive Case Management - comparing document-centric and customer-centric approaches,” is available for download from the ISIS Papyrus Web site, as well as at the AIIM Resource Center upon registration.

A longtime proponent of adaptive processes for the enterprise, ISIS Papyrus has also contributed a chapter titled, “The Elements of Adaptive Case Management” to a new business book for executives and managers of knowledge workers – “Mastering the Unpredictable” – which recently ranked as a business Bestseller at

About AIIM:

AIIM ( is the community that provides education, research, and best practices to help organizations find, control, and optimize their information. For over 60 years, AIIM has been the leading non-profit organization focused on helping users to understand the challenges associated with managing documents, content, records, and business processes. Today, AIIM is international in scope, independent, implementation-focused, and, as the representative of the entire ECM industry - including users, suppliers, and the channel – acts as the industry’s intermediary.

About ISIS Papyrus Software:

Global software innovator ISIS Papyrus offers a flexible software platform for fully integrated inbound and outbound communications, personalization and process optimization in customer-focused environment in the financial, insurance, utility, telecom, healthcare and public sectors. Based on a proven application platform for consolidating ECM, BPM and CRM, the Papyrus Business Communication and Process Platform enables flexibility, efficiency, collaboration, quality and continuous improvement of customer-focused content and processes. With 16 offices, 14 subsidiaries and four development centers, ISIS Papyrus supports more than 2,000 enterprise customers worldwide who use Papyrus standard software for business applications to manage customer communications & billing, business correspondence, case/claims management, multichannel delivery, ADF, indexed capture and targeted messaging. As an active member of AIIM, OASIS, OMG and ACORD, ISIS Papyrus supports and promotes technology and standards benefiting the business user.


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Media Contacts /Global

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