In this session discover how today’s successful companies don’t just compete on their products or services alone, they compete on process - how they deliver those products and services. However, not every process can be neatly defined. You know your goals and the information or steps required to make decisions and deliver the work. But how the work gets done may vary based on the unique situation or customer. Whether you need to open accounts, process claims, or maintain property records, you need to know who has the work item, what has happened, where the documents are, and what's necessary to get the work done. OpenText’s case management solutions help you manage these unstructured and typically most expensive and complex processes. Our solutions relate independent documents across the enterprise into a single virtual folder or ‘case'. You gain control over these cases whether it's a defined process, ad hoc process, or a combination of both.

1. Bring Order to Chaos:
Real world examples of dynamic case
management in action
Daniel Crow
Business Solution Consultant
16th May, 2012

2. Quick Poll
 Who Uses:  Who Faced:
 Content Server?  Multiple integration points?
 Process360?  Dynamic process
 Metastorm BPM? requirements?
 Case360?  Need for content?
 Other BPMS or other tools?  “exception is the rule”?

3. Process Continuum
Highly Predictable Unstructured Processes
Structured Process Content Centric, Collaborative
Straight-Through Processing User-driven
What is the Nature of Your Work?

4. Nearly 80% of processes …and have not
are unstructured... been automated.
Source: Gartner Research

5. Simple Auto Claim

6. Options?

7. Case Management

8. LA County reduced time to
process DNA samples from
1200 criminal arrests each
day across 40 agencies.

9. Loan exception reporting
and reviews were reduced
from 7 days to seconds.

10. After 110 years with a paper-
based claims process,
Physicians Mutual went
paperless in 2010.

11. From outsourcing
to outstanding service,
every moment
matters.
Citi can now adapt to new
customers while managing
over 5,000 processors and
global client transactions,
24/7.
OpenText BPS Case Manageme

12. OpenText ECM customer
purchased Case360 to
process insurance claims

13. From service request
to service response,
every moment
matters.
Qsuper built a CRM based
case management solution to
manage their members
portfolio
OpenText BPS Case Manageme

14. Demonstration

15. Financial Asset Servicing
Persona-based UI
Relationship Back Office Processor Contact Centre
Manager Manager

16. Not In Good Order(NIGO) CONFIRM
REQUEST CONFIRM
REQUEST FAX
MESSAGE
FAX INFORMATION
CLIENT FOLDER
CLIENT REQUEST FOLDER
CHANGE OF LETTER
LETTER CIRCUMSTANCE VERIFY
INSTRUCTION
INDEX SWITCH EMAIL
EMAIL FUND A TO VERIFY
FUND B INSTRUCTION
NEW ACCOUNT ONLINE
ONLINE VERIFY
FOR FUND C
INSTRUCTION
SUBMIT FILES
SUBMIT FILES
FREE FORMAT
FREE FORMAT
STRUCTURED
STRUCTURED DATA
DATA

17. Questions?

19. Next session in this room will be
Joined Up Thinking for a Connected World
Mark McGregor
Author & Performance Coach
Thierry Tastet
Senior Solutions Consultant OpenText