Case Manager

Accelerate time-to-value with flexible framework and templates

• Case Manager provides an extensible infrastructure that enables organizations to meet their specific business requirements.
• Users can capture best practices in built-in frameworks and templates composed of case management elements—such as data models, process models, user-interface components, rule sets and case configurations. These models can accelerate deployment and shorten time to value.
• You can even add your own templates, as well as create complete case management applications to meet specific industry and customer needs.

Improve insight and enhance decision-making with case analytics

• Case Manager provides analytics tools that can derive deep insight from the artifacts related to a case—including structured and unstructured information.
• At a micro level, insight can help caseworkers prioritize their caseloads, execute responsibilities and make decisions on a case.
• At a macro level, the analytics tools can look across the entire caseload and understand patterns that may affect outcomes across the department.
• With this information, managers can take proactive measures to improve performance—such as reallocate work, involve more subject matter experts, add more supporting case information and enhance training.

Boost customer service with enterprise content management

• Case Manager can import content from practically any source and include it in a case file, including content from Microsoft® SharePoint, Open Text LiveLink and EMC Documentum files.
• Case Manager can also import content from written correspondence, email, call center transcripts, documents, images, and other unstructured and structured content.
• Having all customer information accessible in one central location enables knowledge workers to quickly respond to customer inquiries and resolve cases faster based on a comprehensive view of the customer.

Customize your approach using agile design capabilities for case management

• Leveraging Web 2.0 concepts, business analysts can use Case Manager to quickly assemble dynamic, case-oriented applications from existing components and rapidly deliver them to users.
• Case Manager provides numerous business tools for the design and deployment of these applications to help facilitate user participation and ownership of the case application.

Increase flexibility and address regulations with business process and rules management

• Case Manager provides integrated business rules management capabilities that allow knowledge workers to maintain fast-changing policies separately from the rest of a business application.
• Even nontechnical staff can control the definition and ongoing maintenance of decision logic, making Case Manager an ideal offering for managing and facilitating business change.