Why Read This
Forrester recently conducted a deep dive into dynamic case management (DCM) usage by interviewing 50 companies implementing these solutions. Concurrently, we evaluated 10 DCM platforms for the upcoming Forrester Wave™. Our findings? Enterprises use DCM solutions to tackle untamed processes that service a myriad number of customer and citizen requests, automate and track incidents related to investigations, as well as meet new compliance demands from a growing number of increasingly scrupulous regulators. And with an eye to the future, business process professionals report that DCM offers great potential to align process outcomes with organizational goals, leverage unique expertise of information workers (iWorkers), as well as improve agility for case workers, business managers, and IT. But implementation efforts, led by systems integrators, still struggle with legacy system integration, decades of functional thinking, and the need to create a culture of new process and organizational thinking to fully exploit DCM's potential.