Editor's Note: In this two-part series, ebizQ contributor Alan Earls looks at using analytics for better dynamic case management. In Part I, he introduces the emerging trend of combining DCM and analytics. Here, in Part II, he offers seven issues that must be addressed to successfully implement analytics in DCM.



  • Consultants and analysts expect to see increasing numbers of companies across many industries using content analytics to derive value from their unstructured information. That's not surprising, given the approach's many proven and potential benefits.

  • But experts also warn that when it comes to combining analytics and dynamic case management (DCM), it's important to start with the right strategy.

  • Successfully implementing DCM and analytics requires addressing the following seven issues, according to Hurwitz & Associates, a strategy consulting, market research and analyst company:

  • 1. Identify the business issues that you want to tackle. Consider where analytics can be most helpful to DCM and determine which business problems you'd most like to address. Fern Halper, a partner at Hurwitz & Associates, recommends zeroing in on your most serious pain points to gain the maximum benefit from positive results: "Pick one with a high profile so you can showcase success," she says.

  • 2. State your requirements. Given the growing number of vendors and the wide variety of approaches in the analytics space, it's smart to develop a clear "problem statement" to help vendors pinpoint where they can best add value for you.

  • Along the same lines, make sure vendor demonstrations are tailored to your specific needs, Halper advises. For example, different vendors handle different types of information or documents in different ways. For each demo, try processing samples that reflect your organization's actual work requirement. Also try to determine whether a particular solution will require customization and, if so, how much.

  • But beware of showmanship, Halper warns. Rather than being seduced by technology, study the results and weigh all your options before making your final choice.

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