Integrating customer centric entity, case, content and process management with client communication and analytics extends the capabilities of existing systems while being able to expand the transformation across other applications such as Line of Business (LOB) systems and externally managed processes. It enables better end-to-end customer services to increase customer retention and focus on the whole customer experience. The digitally transformed solution delivers a customer centric dynamic and collaborative Case Management low code implementation within the core back office of customer and adviser service operations.
Case is a unit of work that is created in response to a request from an Entity to do something such as create new policy, create new complaint, process claim. It is utilized to manage all the activities in an end-to-end process that needs to be carried in response to a customer's request to do something. All the information about a case is stored in a Case Work Folder. Each request that needs to be carried out for a case is represented by a Work item, which is delivered to a Work List, (e.g. apply for a new policy, make changes to personal details, and make a claim). A case can have more than one work folder, depending on the work being completed. A Case can be in progress or complete. Whilst it is in progress many different tasks can be carried out to respond to the original request. A Case is only completed when the request has been satisfied and no further activities need to be done.
Case Management typically involves creating a case to enable to recording of a new customer transaction such as an application for a loan, mortgage or insurance. The case is then subject to the collaborative, dynamic, human, and information-intensive input process based on domain expertise, knowledge, rules, events, and more, to arrive at outcomes with insights. Outcomes could be as simple as an approval of a loan, mortgage or insurance application or it could result in the generation of a bunch of complicated reports or agreements, or it could possibly represent the start of yet a new case for further processing. A very important aspect of the outcome is insight; i.e., who worked on what, and when. This is usually presented in form of tabular or graphical reports via analytics sub systems. Once the case is processed and completed, it is retained for short term, long term or forever, and subsequently purged based business retention rules. A case folder usually contains documents, metadata, collaborative discussions, work history, artefacts, and other information needed to process and manage the case.