Nästa generations ärendehantering

Optimera er verksamhet och öka kundnytta med nästa generation av avancerad ärendehantering

Mathias SogneforsECM Sales Leader - Nordics

We are evolving our delivery model to support our clients’ view of “solutions”

IBM Software Technology IBM Solution Products

Repeated patterns are integrated into

new program products

Industry Solutions

Knowledge workers in all industries must do more with less…

…yet business needs to improve service and manage risk while optimizing costs

Current Business Challenges

Current Business Challenges

Knowledge workers in all industries must do more with less…

The volume and variety of information

can be overwhelming…and it is arriving faster every

day

Flexibility is essential to responding

effectively to opportunities or

threats

…yet business needs to improve service and manage risk while optimizing costs

Automation has handled the routine,

exceptions are now the norm,many automated processes

are outsourced

Access to expertise is

imperative to quality decision

making

Regulatory or legal risks impose need to consistently adhere to critical policies

and rules

Knowledge workers in all industries must do more with less…

…yet business needs to improve service and manage risk while optimizing costs

Case Management Drive Business Benefits

Provide Information AccuracyProvide Information AccuracyManage RiskManage Risk

Assure Best PracticesAssure Best PracticesFoster CollaborationFoster Collaboration

Improve CustomerImprove CustomerServiceService

Speed Delivery Speed Delivery

Improve Case Improve Case OutcomesOutcomes

Create Create Competitive Competitive

DifferentiationDifferentiation

Improve Improve Operational Operational EfficienciesEfficiencies

Reduce CostsReduce Costs

Reduce ErrorsReduce Errors

What is Case Management?

• Case Management typically includes creating a case file and following a process to ensure delivery of services. Case related information is used by case managers or a case team who collaborate to resolve and close a case.

• After a case is closed, information is typically retained for compliance or long-term business processes.

• Case management is highly collaborative, dynamic, and event driven work, with typically long lived cases and processes.

Next-Generation of Case Management is Emerging

Flexible and adaptive technologies from these markets can address many case management requirements but need to be deeply integrated to meet new challenges

VerticalCase Apps

HorizontalCase Apps CRM

ERP

CollaborativeSoftware

Vertical or horizontal applications solve specific case problems but may lack the flexibility and extensibility to serve as a foundation for advanced case management

ECM BPM

CaseManagement

INSURANCE HEALTHCAREBANKING GOVERNMENT ENERGY

Invoice, contract, employee, vendor, customer, proj ect, change request, complaint, exception, incident, audit, eDi scovery, etc.

• Loan• Dispute• Mortgage• Account• Credit card• Personal line• Investment

• Policy

• Underwriting

• Claim

• Annuity

• Patient case

• Member

• Provider

• Benefits enrolment

• Grant

• Court case

• Citizen

• Taxpayer

• Rate case

• Claim

• Permit

• Land

• Property

However, a common pattern of challenges exists across industries

Different Types of ‘Cases’ Across Industries

What capabilities are needed for advanced case mgmt ?

• There are collaborative, ad-hoc processes

• Activities are event-driven

• Work is knowledge intensive

• Content is essential for decision making

• Outcomes are goal-oriented

• The judgment of people impact how the goal is achieved

• Process is often not predetermined

A solution pattern where… For challenges such as…

• Complex exception handling

• Complaint or dispute management

• Contract management• Lending applications• Benefits enrollment• Rate case management• …that are both horizontal

and vertical in nature

That requires unique capabilities from…

• Content management• Business process

management• Collaboration tools• Social software• Business rules• Analytics

Bring people, process and information together … in context of a case

● Unites information, process and people ● Delivers optimized case outcomes

through analytics, rules, collaboration and social computing

● Supports work management of structured and unstructured activities

● Delivers trusted information to the case

IBM Advanced Case Management

● Manages and governs entire case lifecycle● Provides extensive ecosystem of partners

delivering case management solutions● Shortens time-to-value with better tools,

out-of-the box solutions and templating capabilities

Case APIs & Extensibility

Case Worker Runtime

Workflow AnalyticsCollaboration& Social S/W

RulesContent IntegrationEvents

people ���� process ���� information

Case Builder Solution Design

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IBM Case Manager – Product view

• Product launch: 4Q - 2010

– Solution Builder, Run Time Client, and related APIs • Solution builder tool oriented to needs of business analysts • New end user interface & design tool with out-of-the-box widget-based case

management environment• Case templating, including dynamic activity creation and assignment and pre-

defined process creation/integration

– Content Analytics 2.2 • Full Text Unstructured Analytics

– Cognos Real Time Monitoring 10.1 • Real Time Analytics

– SameTime 8.5.1 • Embedded awareness in case runtime and web chat

– ILOG jRules • Business rules engine

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Solution builder

Run time client (example)

Run time client (example)

Comprehensive Reporting and Analysis

Comprehensive Reporting and Analysis

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ACM leverage IBM Software

• Enterprise Content Management

– Records Management & Classifications

– Collection & archiving

• WebSphere

– Business process management

– Enterprise integration & application deployment

• Information Management

– Master data management

– Information modelling, definition, governance and integration

• Lotus

– Enhanced collaboration, social networks, portal and mashups

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IBM partners for vertical case management solutions

• Over 500 Business Partner solutions are listed in our Industry Solutions Catalog.

• Over 200 of these solutions exist to address industry specific issues relative to case management in all its forms.

http://www-01.ibm.com/software/data/information-agenda/catalog/

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IBM ACM Communities & Info

• More information on IBM Advanced Case Management:

– www.ibm.com/software/data/advanced-case-management/

• IBM Advanced Case Management blog:

–www.ibm.com/blogs/acm

• ECM UserNet - the worldwide community of ECM users:

– www.ibm.com/software/data/content-management/usernet.html

• ECM On-line Community – share and interact with peers around the world:

– www.ibm.com/community/ecm

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Tack! Frågor?