We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

In today’s customer-centric environments, companies in a variety of industries increasingly use dynamic case management (DCM) to streamline workflow, enable collaboration and, ultimately, serve their customers and clients better and faster than ever before.

Now a growing number are revving up their DCM efforts with analytics technology, which helps users detect patterns, spot trends and gain other insights from their case information.

In this eGuide, ebizQ contributor Alan Earls introduces the trend, provides examples of how analytics can be used to enhance DCM and offers advice from the experts on using the approach wisely and effectively.

Content includes:

DCM and analytics: Better together—and better for customers too. This overview offers an introduction to combining DCM and analytics, with an eye toward improving customer service as well as internal operations.

Analytics and DCM: Michael Dortch looks at the big picture. In this Q & A, consultant and analyst Michael Dortch takes a step back to provide a holistic view about case management in general—and his vision for a particular approach to combining DCM and analytics.

Linking DCM and analytics for maximum impact. This feature explores where the DCM-analytics combination is likely to work best. It also addresses the question of where BPM fits into the picture and offers advice on avoiding pitfalls and problems in implementation.

Analytics in dynamic case management: Strategies, tactics, insights. This feature offers tried-and-true advice on combining the two technologies for maximum benefit.

7 guidelines for using analytics in DCM. Experts say that when it comes to combining analytics and DCM, success hinges largely on starting from the right place. This feature offers seven practical guidelines for developing the proper strategy.

Enhancing DCM with analytics: More tips and techniques. This feature offers practice advice for companies looking to use analytics to glean critical insights from their case information.

READER FEEDBACK: Do you have insights or suggestions for using analytics in DCM? What other information would you like to see on this topic? Please contact ebizQ's Site Editor, Anne Stuart at editor@ebizq.net.

About the Author

Alan Earls, a journalist who specializes in writing about technology and business, is based in the Boston area.

More by Alan Earls, ebizQ Contributor



Explore Our Topics

  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

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

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)


Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

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: Helping Brands Engage with Social Media

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

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

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

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

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

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

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 Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart 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

Quick Guide: What is Enterprise 2.0?

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