Monday, October 24, 2011

Self Service Applications and Case Management

In today’s electronic world, any organization that serves its customers should have a means of communication to provide higher levels of service. Gone are those days where customers use to make phone calls or visit a customer service center to get their work done. Today customers are using electronic mediums like PCs, mobile devices, tablets, kiosks, to perform their tasks. Need therefore arises to build self service applications that are intuitive and time sensitive to information that customers need.

IBM Case Manager is an enterprise case management system that provides a 360 degree view of any case that is being worked upon. Information flow to and from the case management system can be from multiple sources. Case Management systems are predominantly viewed as an internal application to be used by knowledge workers and the management in an organization. Customers normally do not have access Case Management system. In order to provide a seamless integration between the customers and the Case Management system a self service application is required. Self Service Applications could be internet enabled web applications that have seamless connection to the Case Management System. The IBM Case Manager provides industry standard interfaces to enable such Self Service Applications to communicate with the Cases and their data.

Case Study:
Our customer, a large city organization, is in the process of modernizing its systems to provide better services to its members. As part of this Modernization effort, Prolifics is helping this customer in building an enterprise case management solution leveraging IBM Lotus Forms to capture the member inputs in electronic format and submit it to IBM Case Manager for further processing. Members can also view the status of the case using the Self Service Portal deployed in IBM WebSphere.

Benefits of Member Services Self Service Application:
Members can log on to submit their request over the web either from PC or other web enabled devices like smart phones, tablets, touch pads, etc.

Members can have a 360 degree view of their service requests and collaborate with their service provider for processing their requests

The turnaround time for processing member service requests is reduced from weeks (using paper request) to few days (using electronic forms)

Technologies Used:
IBM Case Manager 5.0, IBM Lotus Forms, IBM ILOG JRules Engine, IBM WebSphere Application Server, IBM Cognos Now, IBM FileNet P8 5.0 Platform, DB2, Red Hat Linux

Kiru Veerappan is a senior ECM Consultant with 15 years of Software Development and Management experience. He has been working on Enterprise Content Management and Business Process Management solutions for more than 10 years. He has created unique solutions while mentoring team members in solving real business issues in a timely and cost effective manner using the latest technologies. He believes in interacting with clients not just to deliver a piece of software but acting as an agent for change, delivering ideas while gathering requirements and providing real knowledge transfer. He has specialized in Content and Workflow Management solutions using IBM FileNet suite of products.