The Insider's Guide to Next-Generation BPM
By Alan Earls, ebizQ Contributor , 11/03/2011
Print this article
Email this article
Talk Back!
Write to Editor
Editor's Note: In this two-part series, ebizQ contributor Alan Earls looks at using analytics for better dynamic case management. Here, in Part I, he introduces the emerging trend toward combining the two approaches. In Part II, he offers seven expert tips for successfully implementing DCM and analytics.
Among the hottest trends in dynamic case management today is the idea of enhancing DCM's task-management capabilities with the power of analytics. "This is a pretty new area," concedes Fern Halper, a partner at Hurwitz & Associates, a strategy consulting, market research and analyst company.On the other hand, she says, some early adopters have experimented with combining the approaches for three or four years now. For instance, one pioneer in the education industry has combined DCM with analytics to help identify "at-risk youths"—that is, potentially troubled teenagers.
"He was using analytics with a text-analysis engine to go through the structured and unstructured data in documents, email, reports and notes, and whatever else was in the [case] file," she explains. Using natural language, the analytics technology parsed sentences for patterns that might offer insights about the young people in question.
Now, with the market poised to move out of that early adopter stage, the marriage of DCM and analytics appears to be offering new opportunities.
DCM FOR RESOLVING CUSTOMER PROBLEMS
In organizations that use case work to handle customer problems, analytics can be used to keep everyone better informed.
For instance, in a busy environment where many people may be calling or e-mailing with complaints, not every agent will hear about every issue. That's where analytics can help.
By analyzing notes, emails and other documents, analytics can help highlight problems common to multiple cases, clients or customers. "In the case of a call center, you could actually start to see a trend revealing what customers are calling in about," Halper says. "If enough people talk about the same concern, the analytics will spot the pattern." Armed with that information, customer-facing employees can quickly tailor appropriate responses.
-1-
Smart Case Management: Why It's So Smart.
Data Virtualization: Putting Your Data to Work for Your Cloud, BPM, MDM, and SOA Projects
Live Discussion: Smart SOA Governance-A Look at Successful Case Studies
The Right Way to Do Data Integration for Composite Applications
Measuring the ROI from web experience management 
Prescription for Pain Alleviation: Transaction Path Detection and Management
Paving the Way for Windows 7 Adoption
How to Empower Your Business Innovators to Make the Most of Business Process Management
Document Software - A Safe Bet for Businesses in an Unpredictable Economy
March 10, 2011
The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More
Date:Nov 05, 2009
Time:12:00 PM
ET- (17:00 GMT)
Date:Oct 29, 2009
Time:13:30 PM
ET- (17:30 GMT)
In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.
Listen Now
Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.
Listen Now
Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.
Listen Now
In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.
Listen Now
Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.
Listen NowSmart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More
A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More
|
|
This new publication from our sister site SearchSOA.com explores workflow, business activity monitoring (BAM) and complex event processing (CEP) issues. |
|
|
