Dynamic Case Management

Better manage, govern and optimize ad hoc processes to improve decision-making, efficiencies, response time, and customer service  

Every company follows business processes to ensure that work gets completed efficiently and effectively. These range from simple to complex, from automated to manual, and can be categorized as structured and unstructured processes. Emerging technologies such as BPM and Dynamic Case Management (DCM) deliver agile solutions that are quickly developed and deployed to support both structured and unstructured business processes.

New technologies like Dynamic Case Management are changing the way knowledge workers get work done. Case management solutions combine workflow, content management, business rules, portal, and collaboration tools, which collectively allow for the completion of an entire ‘case’ or unit of work. Dynamic Case Management refers to the nature in which knowledge workers interact with the case. Instead of following a pre-defined structured process, typical in BPM, DCM enables users to adapt to changing requirements and define tasks needed to resolve or complete a case. Also, unlike BPM where a process instance eventually ends, case folders do not close in a case management application. The folder remains open to support the lifecycle of a case (which could include a customer account, claim history, a dispute, etc.) and to provide a single view into your business operations. Dynamic Case Management serves as both a system of record and a platform for automating workflow and facilitating collaboration.

OpenText Dynamic Case Management makes workers more productive by providing a persona-based interface that delivers content within the context of the work that is done every day. Our solutions integrate all of the information, data, tasks and documents within a unified work environment with a detailed audit trail and history of who has interacted with the case. OpenText DCM also supports social collaboration between employees, customers, and partners, wherever they happen to be located, via desktop or mobile devices. It allows your organization to be more flexible and agile—to make more informed decisions, improve response times, reduce operational costs, and provide better customer service. With OpenText DCM, you can better manage, govern and optimize even your most unpredictable or ad hoc processes while still providing users with the flexibility to determine the next action to better serve their customers.

OpenText Dynamic Case Management Products