Intelligent Case Management - what it is, and why it matters.
Organizations depend on scalable business processes to be efficient and yet need to stay agile in order to adapt rapidly in ever-changing business conditions. However, they often run into the following challenges with typical automation solutions:
- The inability of the software to rapidly respond to quickly emerging requirement or opportunities
- Lack of visibility across all customer contact points, leading to poor service and missed opportunities for cross and up-selling
- Inconsistent quality and throughput of ad-hoc and unstructured processes
- Possible compliance gaps for ad-hoc steps of the process
We will also explore Intelligent Case Management in the context of Feedback Handling. Feedback comes in many forms, such as Compliments, Complaints, or Suggestions and each category of feedback will require an appropriate response that may not be mapped to a structured workflow.
Our guest speaker, Yen Pin from MUU Consulting will be sharing some use cases and solutions for Feedback Handling. A short demonstration by Joe Kit, K2 Senior Solutions Specialist, will be provided at the end of the session.