Making or Breaking the Case

Making or Breaking the Case

Whether you are managing customer service, investigating an incident or tracking a project, you need to quickly collect, organize and access data and documents. You also need to collaborate with different role players and knowledge workers on your team. You may want to apply analytics to look for particular insights to help decision-making. And you may need to track and audit all decisions through the process for reporting. Dynamic case management provides all the tools required to reach successful business outcomes. The more complex the project, the more it underscores the capabilities of dynamic case management. In some instances, the information required to resolve a case is obvious and well structured, but increasingly, the relevant information is not readily visible. Much of the information found in a case is unstructured, buried within in word documents, spread sheets, emails, etc. That hidden information, referred to by some as "dark data", could mean the difference between making the right decision or ruining a customer relationship, or worse...This means that the right information must be provided to the right people, at the right time, accurately and in a consumable form. An ideal situation would be for the case team to share a singular collaboration space, with relevant information presenting itself upon entry to the system. In order for this to happen, there would be case profiles set, data captured, analyzed and matched to the profile, and presented to the case manager. Unless you uncover this hidden data and link it to the case at hand, you will not be able to make this match.

Download the White Paper to explore:

  • How to uncover hidden data;
  • How to automate case processes.



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