What is Digital Business?
Case Management Contributes to Digital Business Transformation Effort
Gartner defines the term “digital business” as a business that is developed using digital assets and capabilities. A digital business may involve digital products, services and/or customer experiences but it’s not limited to those. Digital business is conducted through digital channels and communities.
In short, a digital business involves the complete digitization of the business from inception to consumption of services and products.
This digitization may require organizations to reinvent many of their business models and processes and also to extend this business transformation to its value-chain partners and customers. For more details on digital business transformation, you can refer to this Gartner report.
With the advent of the Nexus of Forces (Gartner’s term for the coming together of mobile, social, cloud and data), the business and technology environment has drastically changed. The manner in which data is created and consumed is no longer one dimensional where one worker (or user) enters data into the system. Data now comes from the collaborative effort of many workers. Decisions are now made based on discussions and exchange of information using a variety of channels. Workforce mobility plays a key role in overall digital strategy. In coming years, you will see an increased pace of convergence of mobile, social, cloud and data impacting work culture and habits across all type of industries.
Case Management and Digitization
Let’s look at the case management domain and why we think it fits into the overall business digitization strategy. As I discussed in a recent blog, content is driving the design of many modern business applications. This same content is indirectly increasing the level of unstructured or ad-hoc work. Organizations are also realizing that the actions associated with unstructured work are the ones that lead to an effective outcome for their customers. Cookie-cutter automation to solve business problems will actually fail for the majority of real-world problems that require collaborative decision making.
So why do case management solutions trump traditional BPM solutions when it comes to digital businesses? One overwhelming reason is that case management solutions are inherently designed to capture unstructured or ad-hoc work. In other words, a case management solution can help organizations digitize their unstructured or non-routine work. Not all case management solutions are the same.
For a complete analysis of what is currently being offered in the way of case management solutions, check out Gartner’s recent report titled Critical Capabilities for Case Management Frameworks. (You can download a complimentary copy of the research along with other expert analysis here.) The Gartner report lists 11 critical capabilities that can help organizations compare and contrast different case management solutions. These critical capabilities cover features such as the ability to capture wide range of content, the ability for workers to digitally collaborate, intelligent offramp and onramp components, and other key capabilities that can directly lead to digitization of business operations and underlying work.
MicroPact’s entellitrak, a unified platform for case management and business process management, comes with a general purpose case management framework and also offers more than pre-built process templates (pre-configurations) that horizontally cut across multiple industries.
By building on a case management platform like entellitrak, developers are able to push their enterprises into the digital future that most organizations seek in today’s competitive climate.
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