MicroPact Blog

Content is King in Case Management

Dealing with all types of digital content is at the heart of an effective case management solution

Sandeep Khare's avatar

By: Sandeep Khare

April 21, 2014 | Case Management/BPMAnalysts

Gartner’s recent report on case management titled Critical Capabilities for Case Management Frameworks lists 11 critical capabilities that can help organizations compare and contrast different case management solutions. The report further compares and rates 11 case management vendors (including MicroPact) across each of the critical capabilities.

To read about these capabilities and vendor offerings in detail, you can download a complimentary copy of the report.

I want to focus on three of those critical capabilities for case management frameworks:

  • Support a broad range of content types and content interaction services
  • Interoperate well with other external content (structured and unstructured data) and process services
  • Provide intelligent and versatile onramps and offramps for incorporating content

If you notice, the common theme across all these critical capabilities is content or information. That also resonates with MicroPact’s Data-First ™ approach to building case management solutions.

The ability to handle a broad range of content (structured and unstructured) is fundamental to a successful case management implementation. In the case management world, content drives the work. It can not only influence the next step but can also force a change in the workflow path requiring the case worker to introduce new rules and actions on an ad-hoc basis to effectively resolve a case. Some common content types are:

  • Scanned images
  • Documents (Word, Excel, PDFs, etc)
  • Blueprints
  • Faxes
  • Emails
  • Audio and video files

To keep the content relevant for the case and to enable collaboration with other stakeholders, systems must allow the case workers to interact with the content by editing, updating or redacting.

Another important aspect of a good case management system is its ability to interoperate well with external content sitting in third-party applications or repositories (or from social media channels). Such interoperability requires adoption of open standards (such as CMIS and web services). This need becomes even more critical when the content is shared across several organizations where the lack of open standards can result in data inconsistency, lost time interpreting data, and more custom coding.

A case management system must have the necessary hooks built in to not only absorb the content from a variety of sources but also tie it to an existing case folder or initiate a new workflow. That’s where the intelligent onramps and offramps capability comes into play. Content captured via scanning or take a photo with mobile devices are a couple of examples of getting data onboard. At the same time, system should also have mechanisms to push content out in the forms of reports, notifications, etc. This capability is critical to maintain overall transparency and an effective communication with all the stakeholders.

I won’t be exaggerating if I say that “content is king” and the ability to handle it effectively must be treated as a core competency when creating case management solutions for the customers.

About the Author

Sandeep Khare worked at MicroPact from 2003-2016, most recently in the Marketing department.