Adaptive Case Management

New developments at the intersection of Enterprise Content Management and Business Process Management

Most companies perform some form of case management ("dossierbeheer", "gestion de dossiers"); cases combine case-related documents, structured data, tasks and workflows and allow people to collaborate around the case (e.g. insurance claims processing, contract management, customer support/complaint handling, etc.). As such, case management requires a unique combination of Enterprise Content Management (ECM), Business Process Management (BPM) and collaboration. In the past, this proved to be difficult: either ECM vendors struggled to offer first-class BPM services, or BPM vendors failed to fulfill the ECM needs of customers. In recent years however, we have seen a growing awareness of the need for case management at the side of ECM vendors while powerful case management applications are entering the market.

In this seminar, we will present products and real-life cases which offer clear evidence for the ECM market’s renewed interest in BPM and case management.  In a first session, new trends in BPM and their relation to ECM will be discussed; typical examples are BPMN 2.0 as the new standard for process modeling, and advanced case management (also known as adaptive case management or dynamic case management) as a way of combining flexible BPM with the power of ECM and social collaboration.

Furthermore, 3 established vendors will showcase their new offerings on the intersection of ECM, BPM and case management:

• The K2 platform is workflow and BPM software for automating enterprise business processes. Built on .NET and deeply integrated with SharePoint and other technologies, K2 replaces the complexity of traditional software development with easy-to-use, visual tools — enabling business people and technical people to collaborate and assemble process-driven. K2 also provides a Case management framework for SharePoint through which organizations can leverage SharePoint to increase efficiency, reduce mistakes and improve customer experience, while at the same time manage the increased burden of regulatory control.

• Documentum xCP (xCelerated Composition Platform) is EMC’s answer to customers’ demands for an increased integration of BPM and ECM functionality. Based on a powerful set of base components, Documentum xCP allows users to configure and build a variety of case-based applications. In these applications content management, process management, collaboration, customer communications and reporting are all tightly integrated into a configurable, role-based and user-friendly interface. During this seminar, the all new xCP 2.0 will be covered.

• Alfresco  has always been known as an open and flexible content management platform. Although Alfresco does not provide a case framework as such, it contains a strong core of back-end services (search, business process management, etc.) and a customizable front-end layer which allow for the development of adaptive case management applications on top of it. During the seminar, we will present a demo of an Alfresco-based case management system that has recently been developed by Amplexor. The system will be the digital replacement of an existing paper-based cabinet containing several thousands of dossiers.