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Case Management: Handling Unpredictability in Real Time

Virender Jeet, Sr. VP-Technology, Newgen Software
Thursday, March 24, 2016
Virender Jeet, Sr. VP-Technology, Newgen Software
Headquartered in Washington, Newgen Software is a global leader in offering Business Process Management (BPM), Enterprise Content Management (ECM), Customer Communication Management (CCM) and Case Management solutions to leading banks, BPOs, insurance firms and healthcare institutions

What is common between a customer escalation and a process exception? What follows a payment being credited wrongly and a legible health claim getting rejected? What needs to be managed during an identity fraud and a regulation over-looked?

All the above scenarios have a shared characteristic: Unpredictability! They are not encountered in the normal course of business. These are situations that cannot be pre-planned or accounted for. These ad hoc, dynamic or exceptional scenarios qualify as 'Cases' and require the business and the systems to adapt to such cases in real-time.

Case Management is an enterprise platform that relies on real-time collaboration and the tacit knowledge of case workers to handle a case effectively. It plans and executes various actions in the run-time by responding to changing dynamics between the different case elements. This approach is more outcome-oriented than process oriented, which means that a greater impetus is given to the end outcome over the process itself.

Let's have a look at some real business situations that accentuate the applicability of case management platforms. We will try to define the problem as though it is actually happening in some part of the world and establish how case management can prove to be an effective solution.

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