May 7, 2015

Building a “Case” for Output

I’ve been involved with the Enterprise Content Management space for a respectable amount of time now. I took the leap to this “world” as I saw it as a means to reinvent myself, taking with me my knowledge of the print or output world. After all, who doesn’t need to manage and make sense of their company’s documents and unstructured content and then share it with the universe? I soon became involved with industry solutions such as EBPP, ePresentment, eDiscovery and eDelivery – all of which use output and ECM at their core.

ECM, however, has been slow to materialize within the enterprise. Implementing an application framework that provides organizations with processes for managing, generating and sharing data can only add to the efficiency and productivity of a company, right? The ROI seems straight forward, however, like many new technologies, changing from existing manual processes to more elegant, errorless processes saves money only when there is a large adoption rate within the organization. Change, as we know, is not something that is easily accepted and nurtured within any company. In my experience, about half of the organizations I’ve been introduced to utilize ECM only as an electronic file cabinet.

There is a revolution on the horizon. Finally, an age old concept – Case Management -- is showing up in the ECM space. Case Management is managing an event or process over a period of time. Typical Case Management applications include malpractice and patient care in Health Care, fraud and claims processing and in insurance, and loan approvals and foreclosures in the mortgage lending industry. Case Management does not require a large adoption rate within the organization, as only those involved with the case need to be involved. However, like so many business processes, users outside the inner circle require information. They could require a summary of events, a final closing tally or the definition of a ruling. How better then to do this than with the delivery of output? Whether it is created on large production printers, or delivered electronically via the web or to mobile devices, print files are both an intermediate step and a final stage in any Case Management process.

In my next blog, I will describe the life cycle of a typical case management use case and illustrate it with a synopsis of a case management project I am involved in with an insurance customer. Please contact me at jbourdeau@crawfordtech.com with any questions or comments.