Defined by outcomes
In a DPA world, you define your processes upfront using visual tools. Because of the visual process design, which is structured and highly repetitive, processes are efficiently scalable and it’s easy to identify bottlenecks. Most DPA approaches are accessing very structured data from line-of-business systems or key databases.
By contrast, case management is defined by the outcomes. You may not fully understand how to get from A to Z, but you have the tools and expertise across the overall stages to get there. It’s about empowering people; they are the ones who apply their expertise. They can navigate more fluidly through an ad hoc or semi-structured process. Case management also anticipates the fact that you have a variety of resources and you may dynamically reassign them across your teams or your organization based on their capabilities. Finally, the data involved may be highly unstructured: emails, texts, phone calls or documents.
These two approaches are actually complementary. Oftentimes, DPA and case management can and should be used together to address most end-to-end business challenges.
Having said that, case management has four key advantages over using traditional process- or automated-centric approaches exclusively.
First, case management embraces the fact that it's your employees and knowledge workers that are at the core of your business. It empowers them with a set of tools and information to enable them to achieve more for less. It moves beyond the current wave of DPA or RPA approaches to pull your knowledge workers into the process and use their expertise in the best possible way.
Second, case management is agile. Case management approaches enable you to change at a speed that matches the rate of your business or the market around you. It’s designed to get you up and running quickly and to support process improvements along the way. (This is particularly important as we all adapt to working from home through the pandemic).
Third, case management is nonprescriptive, meaning case processes are designed to guide and support users through ad hoc activity rather than to force a certain path. It delivers a connected experience whether your teams are in the office, working remotely, or working around the globe. Case management connects both the structured and unstructured processes and activities in a way that gives you complete visibility, control and governance.
Finally, case management provides a superior user experience because it places equal value on structured and unstructured information, such as emails, documents and images, and fully integrates them into the process.
At our recent FastFWD Worldwide Virtual Event, we unveiled an exciting new out-of-the-box solution for intelligent case management — and this solution is an evolution of the case management capabilities that are part of the core K2 platform.
First, the solution offers a set of powerful extensions to the K2 workflow engine that enables adaptive and ad hoc processing. Second, it offers an omnichannel desktop that acts as the hub for all the work that an information worker does throughout their day. Third, it provides a set of powerful and integrated analytics that help support the knowledge worker’s activities and performs automation for many of the routine tasks. And finally, it offers support for the full document life cycle that may be attached to a case.
Our intelligent case management solution is built on top of K2 and integrates technologies from our strategic partners. Together, we enable businesses to deliver more rapidly on prebuilt solutions for adaptive case management that align with a wide range of business outcomes.
The result is an accelerated implementation process as well as a greatly enhanced user experience.