A brief overview of AIIM's Industry Watch; Case Management and Smart Process Applications.

1. Market
Intelligence
Intelligent Case Management
Presented by:
Bob Larrivee,
Director of Custom Research
Eye on the Industry

2. Market
Intelligence
 Catalog casework across the enterprise
 Document related content and processes
What Do I Do?

3. Market
Intelligence
Research Shows
Have problems with data that exists across multiple
systems.
Cannot link directly to the RM system.
Cannot automatically capture inbound communications
to the case file.

4. Market
Intelligence
Case Management Systems - Integration
Which of the following systems would you consider critical for your case
management system to integrate with?
N=168
©AIIM 2014
Email 67%
Records Management 52%
ECM 49%
LOB 39%
ERP/Finance 38%
Search and Analytics 34%
CRM/Help Desk 30%

5. Market
Intelligence
Consider This
 Case management is an orchestrated effort
 Coordinating content and process is key
 Automation provides consistency
 Organizational buy-in is critical

6. Market
Intelligence
Recommendations
 Bring all case documents into a single content
repository, or integrated access system.
 Consider how additional modules, add-on products or
replacement systems might improve things.
 Consolidate multiple case-handling mechanisms from
other lines-of-business into a single much more
capable system.
 Seek to automate routing and sorting at the point of
capture in order to speed up response and improve
productivity.

7. Market
Intelligence
Thank You
• Download a free copy “Case Management and
Smart Process Applications” at
www.aiim.org/research
• To Contact Bob:
• blarrivee@aiim.org
• @BobLarrivee on Twitter
• www.linkedin.com/in/boblarrivee

8. Market
Intelligence
www.aiim.org
Eye on the Industry