Forrester

Why Read This Report

Many business process and content and collaboration professionals, and the vendors that support them, think that dynamic case management (DCM) is a newfangled marketing term to describe an old, worn-out idea — a glorified electronic file folder with workflow. But DCM goes far beyond a simplistic technology marketing term — it's a new way of thinking about how complex work gets done. "Dynamic" describes the reality of how organizations serve customers and build products in a world that changes constantly. If you doubt that assertion, think about volcanoes disrupting airlines, oil rigs exploding, product recalls, executives being investigated for fraud, new healthcare legislation, or more common events like mergers and acquisitions. Most knowledge work requires unique processing, and processes need to adapt to situations — not the other way around. For enterprises, DCM provides a transformational opportunity to take the drudgery out of work and enable high-value, ad hoc, knowledge work — much as enterprise resource planning (ERP) did for transactional processes.