Organizations’ Customer Experience Management (CEM) ambitions increasingly dependent on Smart Process Applications.

AIIM research explores Case Management drivers and benefits

BPM-derived Smart Process Applications represent a new opportunity to apply adaptive, intelligent workflow solutions to solve the major challenges in managing complex cases and improving customer experiences, according to findings in the latest AIIM Industry Watch report, ‘Case Management and Smart Process Applications,’ released July 29, 2014.

Case management, a primary application of Smart Process Applications (SPAs), Intelligent Business Processes and Adaptive BPM, is the key focus for this research authored by AIIM and underwritten by ISIS Papyrus Software and nine other industry vendors:

• Survey issued to AIIM member companies worldwide
• Conducted May-June 2014
• 300+ respondents from organizations with 500-5,000+ employees
• Range of vertical markets includes local/central government (30 percent)

Case management covers a broad range of applications across service industries, but what typifies case management as a smart process application is often the complexity of the process, the number of internal and external agencies involved, connecting multi-channel inbound content to one managed process, parallel storage of data in multiple systems and managing multiple device connectivity.

The 30-page report takes an in-depth look at the applicability of Smart Process Applications, the experience of early users, the drivers for improved case management, and the feature sets required of a modern case management system. Key findings include:

1. For 51% polled, half or more of their business processes are not straightforward or predictable.
2. Increasing customer expectations for speed of response is the biggest pain point for those surveyed (44%).
3. 58% consider their case handling system to be vital or very important to their customer experience management. For 67%, it is vital or very important for legal and regulatory compliance.
4. The biggest benefits cited by users are faster and more consistent customer response and faster end-to-end process times.
5. The biggest issue with current solutions is lack of a single view of the customer due to parallel storage of data in multiple systems.

Adaptive or smart business processes are already producing good results for early users. For its broader and widespread potential to be realized, the research suggests that managing input across multiple channels and routing it automatically to the case file is the single biggest benefit – a necessity to impact Customer Experience Management.Doug Miles, Director of Research, AIIM