Traditional business process improvement methods are becoming too slow and inadequate. Usually, department managers worked on modeling the processes, monitor the execution, made conclusions, and used the emerging knowledge to improve processes. To make all this work, managers rely on Business Process Management solutions.
Using this BPM improvement approach in today’s highly dynamic world is becoming a hindrance and managers find it difficult to keep up with all the challenges of evolving workforce, evolving requirements and legislation that seems to be in a constant flux.
The good thing is that there is a faster way. But, it requires a paradigm shift. Here’s the thing. What if you start analyzing a process as a standalone case instead of a business process? This way, you can start transforming the process by using a much more adaptive, much more agile Case Management System instead of the regular Business Process Management tools.
Why Use Case Management Instead of Business Process Management Tools?
If the process operators change their processes dynamically, the whole enterprise management system will become open to innovative initiatives from a vast community of workers. At the same time, there’s no risk of chaos that would come from uncontrolled changed of operational principles.
Also, with the ability to track the effects of changes, it is possible to improve the organization’s collective knowledge foundation by adding information as to which practices and solutions bring the worst and the best results. This means real, day-to-day business process improvements and adaptations by knowledge processed by a vast community of workers and verified by the client.
With the introduction of the adaptive case management concept, a new definition also showed up to describe the workers involved in the processes.
Examples of CM in Market Verticals
Vehicle insurance claims
Vehicle insurance claims can include input documentation and support documentation from various sources. For example, the applicant’s claim, garage provided documents, police reports, and documents from other sources of information regarding the price of the vehicle or traffic conditions. Complete documentation and all information linked with the claim must be easily and fastly accessible so that adjusters can properly evaluate and resolve the insurance case. However, executing it in a traditional business process management system would result in delays, and even a failure to handle the case properly.
To manage the risk, an adaptive method to business case management should be adapted. This makes it possible to change roles quickly and easily and to process or add tasks as needed. Due to the flexibility of the case management system, you can solve problems much faster and efficiently, and your clients will bring their claim cases to realization much more easily.
Financial Services: Credit Card Payment Dispute Resolution
Banks that issue credit cards observe a significant increase in cases that involve disputes. Also, regulatory changes and increased pressure to improve client satisfaction force banks to resolve every case in the most efficient manner possible. It means that the banks need a solution that will allow them to process any incoming dispute and decide whether to submit the dispute to a specific credit card operator to issue a chargeback.
A business analyst in the bank verifies the credit card operator’s needs for dispute processing. The analyst determines the kind of information required by the company to process a dispute. He or she then uses Adaptive Case Management tools to design and create a solution fast that will allow the bank’s staff to capture all information needed for the case and involve additional records and documents.
Life and Health Insurance: Disability Claims System
Large U.S. Insurer recognized a unique mix of specialized expertise and domain knowledge were needed to achieve the wanted process changes and successfully transforming mission-critical processes. Using process and content automation technologies changed operations with the least disruption of existing operations. Subsequent operations will replace existing unsupported technologies with a case management and rules-based solution.
The client decided to focus its efforts on integrating a new process and content solution strategically to its existing line of business applications. The adaptive case management software takes the scanned data, arranges incoming claims using workflows and creates next steps.
The adaptive case management platform allows the company to implement and launch products quickly and easily while making
By implementing adaptive case management software, the client achieved many benefits. The ability to index, scan, and use electronic data and case structures transformed processes. The company gained the capability to scan more than 40K claims per year. Now all customer collaboration is electronic, with more timely and cost effective information. Real-time monitoring allows management to more effectively control workload. Moreover, extensive reports allow better time management and workload distribution, while electronic cooperation eliminates geography as a barrier. And lastly, courier use was eliminated, saving the company time and money.
Moving to an automated solution helped the client remain competitive and retain clients. Using adaptive case management software allowed the solution quickly implement and launching, contributed to reducing disruption to daily operations and gave better solution agility to the team.
The goal of Adaptive Case management is to establish a learning organization. Improvements to an organization’s internal processes are made in several dimensions, and it applies to both managers and employees.
Adaptive case management expands the typical business process management approach to involve frequently changing or completely unpredictable processes. We used some practical examples from the insurance sector to demonstrate you that the adaptive case management approach reduces the risk included in supporting dynamic business processes.