Interest in case management has climbed higher throughout 2010. Drivers include: 1) an increased need to manage the costs and risks of servicing customer requests — like loans, claims, and benefits; 2) a greater emphasis on automating and tracking inconsistent "incidents" that do not follow a well-defined process; 3) new pressure on government agencies to respond to a higher number of citizen requests; 4) new demands that regulators, auditors, and litigants place on businesses to respond to external regulations; and 5) the increased use of collaboration and social media to support unstructured business processes. Forrester is midway through a Forrester Wave™ evaluation of the top dynamic case management products and has interviewed more than 30 enterprises that are implementing case solutions. This teleconference provides insights on these efforts.
- Dynamic case management in context
- Findings from case management research
- Review of dey DCM providers in the market
Vendors mentioned: Actionbase, Apian, Cordys EMC, Global 360, IBM, Pegasystems, Singularity, Sword Ciboodle