Today entrepreneurs are more competent and well aware of what they require to stay ahead of the competition. They’re more conscious about where to invest the money. Technology and digitization has enabled many such entrepreneurs to reap benefits in terms of increased productivity, decreased costs and better customer satisfaction. Yet, somewhere in this competition and hunt for technology, many enterprises do not see beyond the traditional ways to leverage their existing technology investments. One such scenario is when an enterprise uses Enterprise Content Management, stops there and believes that the road to better efficiency ends there. But, there’s more…
Various organizations use Enterprise Content Management (ECM) solutions to capture, manage, store, preserve and deliver business critical information across the enterprise. One can leverage benefits of ECM solutions, since most of these solutions are built on federated architecture. These solutions are built in a way that they can easily integrate with business systems. A federated architecture implies that the systems can work both independently, and also in co-ordination with other add-on systems so as to deliver superior processing results. Such systems include Business Process Management systems and Case Management solutions. More often than not, enterprises are sceptical on venturing into this realm. Not because they do not want to expand and increase their technological benefits, but because this scepticism comes from a misconception that they will have to purchase these other efficiency enhancing solutions from the same vendor who delivered ECM.
Enterprises need to be aware that with federated ECMs they can pick and choose solutions and cost options from various vendors, to build a complete technology pack that delivers optimum business results.
Speaking of add-on solutions, introducing workflow software/Business Process Management (BPM) software along with existing ECM systems can help increase the customer service quotient of businesses through a synchrony of information and processing. At every point in the processing of customer information, tedious and manual labor intensive methods can be easily eliminated using business process software, which will significantly impact information processing time through automation. Since business information is archived in the ECM solution and is accessible by BPM solution, there are fewer chances for error and thus risks are mitigated.
Employees can access both ECM systems and BPM solutions depending on their role in the organization and get to view only information that is essential for their work. BPM systems communicate with ECMs to help employees take quick decisions and make business computation and analysis, a breeze. They are scalable and can grow as your business demands.
The latest trend that is finding its way into enterprises is BPM systems evolving to Case Management software which can help manage customer cases more efficiently. Case Management software can fit naturally into the scenario, where businesses already have an investment in an ECM system.
Case Management software provides user specific visual interfaces to provide a 360 degree view of customer information. One of the sources for this information is procured from the ECM systems. So, both ECMs and Case Management systems can work in collaboration thus enabling employees to process cases through an intuitive user interface and make decisions on the fly.
These systems completely eliminate the need to toggle between screens and software for employees to perform their tasks. Case Management software provides top level management business analytical tools that help them view and manage operational performance, which they can modify to suit the business objectives. Report generation is another feature of case management software that helps in keeping a track of organizational performance and tracking customer cases those face any bottlenecks during processing.
Further, 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.
Hence, with all these capabilities enterprises with ECMs can easily pick Case Management solutions to improve their business and overall customer satisfaction. If organizations are considering investing in an ECM, they can leverage added benefits by incorporating an add-on software to it. Such solution bundling can bring in quality and collaboration into processes that are information intensive.
It is now clear that enterprises that feel bound down and/or satisfied with their ECM investment, have a lot more that they can explore. A good technology bundle that comprises information management, workflow capabilities and case management software renders multiple rewards.