Marknadens krav på ökad kundservice, insikt, kontroll och helhetsvy av information och kund, samt regelverk ställer höga krav på hur företag hanterar sina ärendeprocesser och affärsinformation. IBM adresserar detta genom att annonsera Advanced Case Management, som kombinerar alla de egenskaper som behövs för en effektiv och kvalitativ hantering. Talare: Mathias Sognefors, Nordic ECM Sales Lead, IBM Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.

1. Nästa generations ärendehantering
Optimera er verksamhet och öka kundnytta med
nästa generation av avancerad ärendehantering
Mathias Sognefors
ECM Sales Leader - Nordics

2. Industry Solutions
We are evolving our delivery model to support our clients’ view of “solutions”
IBM Software Technology IBM Solution Products
Repeated patterns
are integrated into
new program
products

3. Current Business Challenges
Knowledge workers in all industries
must do more with less…
…yet business needs to improve service
and manage risk while optimizing costs

4. Current Business Challenges
Knowledge workers in all industries
The volume and
Access to
variety of information do more with less…
must expertise is
can be
imperative to
overwhelming…and it
quality decision
is arriving faster every
making
day
Flexibility is
Regulatory or legal
essential to
risks impose need to
responding
consistently adhere
effectively to
to critical policies
opportunities or
and rules
threats Automation has handled the
routine,
exceptions are now the norm,
…yet business needs to improve service
many automated processes
and manage are outsourced
risk while optimizing costs

5. Case Management Drive Business Benefits
Knowledge workers in all industries
must do more with less…
Improve Customer
Service Improve
Operational
Speed Delivery Efficiencies
Improve Case Reduce Costs
Outcomes
Reduce Errors
Create Provide Information Accuracy
Competitive Manage Risk
Differentiation Assure Best Practices
Foster Collaboration
…yet business needs to improve service
and manage risk while optimizing costs

6. What is Case Management?
• Case Management typically includes creating a case file and
following a process to ensure delivery of services. Case related
information is used by case managers or a case team who
collaborate to resolve and close a case.
• After a case is closed, information is typically retained for
compliance or long-term business processes.
• Case management is highly collaborative, dynamic, and event
driven work, with typically long lived cases and processes.

7. Next-Generation of Case Management is Emerging
Flexible and
adaptive
technologies from
these markets can Collaborative
address many case Software
management
ECM BPM
requirements but
need to be deeply
integrated to meet
new challenges Case
Horizontal Management CRM
Case Apps
Vertical or horizontal
applications solve
Vertical specific case
Case Apps ERP problems but may
lack the flexibility
and extensibility to
serve as a foundation
for advanced case
management

8. Different Types of ‘Cases’ Across Industries
Invoice, contract, employee, vendor, customer, project, change
request, complaint, exception, incident, audit, eDiscovery, etc.
INSURANCE BANKING HEALTHCARE GOVERNMENT ENERGY
• Policy • Loan • Patient case • Benefits • Rate case
• Dispute enrolment
• Underwriting • Member • Claim
• Mortgage • Grant
• Claim • Account • Provider • Permit
• Court case
• Annuity • Credit card • Land
• Personal line • Citizen
• Property
• Investment • Taxpayer
However, a common pattern of challenges exists across industries

9. What capabilities are needed for advanced case mgmt?
A solution pattern where… For challenges such That requires unique
as… capabilities from…
• There are collaborative, • Complex exception • Content management
ad-hoc processes handling • Business process
• Activities are event- • Complaint or dispute management
driven management • Collaboration tools
• Work is knowledge • Contract management • Social software
intensive • Lending applications • Business rules
• Content is essential for • Benefits enrollment • Analytics
decision making
• Rate case management
• Outcomes are goal-
• …that are both horizontal
oriented
and vertical in nature
• The judgment of people
impact how the goal is
achieved
• Process is often not
Bring predetermined
people, process and information together … in context of a case

10. IBM Advanced Case Management
Case Worker Runtime
Case Builder Solution
Design
Case APIs &
Extensibility
Content Events Workflow Rules Collaboration Integration Analytics
& Social S/W
people process information
● Unites information, process and people ● Manages and governs entire case lifecycle
● Delivers optimized case outcomes ● Provides extensive ecosystem of partners
through analytics, rules, collaboration delivering case management solutions
and social computing ● Shortens time-to-value with better tools,
● Supports work management of out-of-the box solutions and templating
structured and unstructured activities capabilities
● Delivers trusted information to the case

11. 11
IBM Case Manager – Product view
• Product launch: 4Q - 2010
– Solution Builder, Run Time Client, and related APIs
• Solution builder tool oriented to needs of business analysts
• New end user interface & design tool with out-of-the-box widget-based case
management environment
• Case templating, including dynamic activity creation and assignment and pre-
defined process creation/integration
– Content Analytics 2.2
• Full Text Unstructured Analytics
– Cognos Real Time Monitoring 10.1
• Real Time Analytics
– SameTime 8.5.1
• Embedded awareness in case runtime and web chat
– ILOG jRules
• Business rules engine

12. Solution builder
12

13. Run time client (example)

14. Run time client (example)

15. Comprehensive Reporting and Analysis

16. Comprehensive Reporting and Analysis

17. 17
ACM leverage IBM Software
• Enterprise Content Management
– Records Management & Classifications
– Collection & archiving
• WebSphere
– Business process management
– Enterprise integration & application deployment
• Information Management
– Master data management
– Information modelling, definition, governance and integration
• Lotus
– Enhanced collaboration, social networks, portal and mashups

18. IBM partners for vertical case management solutions
• Over 500 Business Partner
solutions are listed in our
Industry Solutions Catalog.
• Over 200 of these
solutions exist to address
industry specific issues
relative to case
management in all its
forms.
http://www-01.ibm.com/software/data/information-agenda/catalog/
18

19. 19
IBM ACM Communities & Info
• More information on IBM Advanced Case Management:
– www.ibm.com/software/data/advanced-case-management/
• IBM Advanced Case Management blog:
–www.ibm.com/blogs/acm
• ECM UserNet - the worldwide community of ECM users:
– www.ibm.com/software/data/content-management/usernet.html
• ECM On-line Community – share and interact with peers around the
world:
– www.ibm.com/community/ecm

20. 20
Tack!
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