An enterprise that is known for its services and has earned a good name with its customers still needs to upkeep its reputation in the market. Today, a customer owns power to make or break an organization. In such scenario, companies see a need to find the best means to improve their business models, internal processes, inter-departmental collaboration, infrastructure, communication methodologies and anything that can affect customer service and satisfaction. For all these needs, technology has been the key enabler. Technology has moved many enterprises from being stranded to moving at full speed. This highlights the importance of technology and how important it is to an enterprise.
Many top of the line enterprises in various industries use Enterprise Content Management (ECM) (The Essence of an ECM) systems to capture, manage, store, preserve and deliver business critical information. Banking, Financial Services, Insurance, Healthcare, Automobile and other such industries rely on ECM technologies with regards to all content. Further, ECMs form the backbone of all types of content that is delivered across the enterprises, as needed. While it is a great investment in itself, if ECM is bundled along with other technologies, an enterprise can reap far more benefits than with ECM alone.
This article discusses the ways in which enterprises are combining ECM with other revolutionary technologies to get ahead of competition. An essential factor that influences and improves the performance of an ECM, and the internal efficiency, is the way in which information is captured into the enterprise. Many technology providers today develop top notch content capture software or scanning software, which work along-side a scanner to help digitize business critical information. Digitization has grown leaps and bounds from the early days and has become a part of daily life.
These documents capture software help scan documents, check for quality and store documents/information in the ECM for use across the enterprise. It enables employees to access perfectly captured documents/business information quickly, thereby improving the processing turn-around time. Hence, when an enterprise invests in an ECM, a supporting capture software purchase can increase the process efficiency by multiple times.
Well, that’s not the end of the story. There’s more an enterprise can do to upgrade its customer service quotient by few notches. Introduce employees to workflow software / Business Process Management (BPM) software and you have a wonderful synchrony of information and processing. At every point, starting from when the customer approaches the company for a product purchase or a service or any amendment, employees are continuously handling customer information and tackling business related decisions to move the customer request between departments for processing. This tedious and manual labor intensive method can be eased out by using BPM software.
Employees, depending on their role in the organization get to view only information that is essential for their work. BPM software is developed intelligently with built-in process flows that can be modified to suit the enterprise’s needs. It communicates with ECMs and document capture software to help employees take quick decisions and make business computation and analysis, a breeze. Alongside ECM, capture and BPM software another latest trend that is finding its way into enterprises is Case Management.
The title, ‘Case Mangement’ suggests that this is a type of software that helps organizations manage customer cases. This software comes with a visual interface specific to each user/employee of the system. Every user working on a particular customer case gets a 360 degree view of all of the customer’s information to perform his/her work and make decisions through a dashboard. Top level management is provided with access to business analytical tools that help them in viewing and managing operational performance, which can be modified to suit business objectives.
Report generation is another feature of case management software that helps keep track of organizational performance and customer cases. Furthermore, case history is maintained all through the lifecycle of processing of the case and archived, so no important information pertaining to the customer is ever lost. Also, all of these are plugged in configurable settings that can be adjusted to suit the needs of the enterprise.
It is then, no surprise, with all these capabilities as to why enterprises are choosing not just ECM, but Case Management solutions to improve their business. If you consider investing in ECM, it is preferable to inch-up an extra mile and purchase a bundle. It is worthwhile to bring quality and collaboration into processes that are information intensive. Investing in a technology bundle that comprises document capture software, workflow capabilities and case management software can be lucrative. The rewards are numerous – high quality internal digitization, top notch business processes, great quality of work, fast turn-around time, improved business visibility and most importantly, better customer service and satisfaction.