White paper

In conducting in-depth surveys with 155 case management influencers and decision-makers from the US, UK, Australia, and India, we found a clear recognition that older process automation approaches based on old mass production concepts are no longer adequate in an era of people-driven processes, and that case management has moved well beyond the traditional views. Responses to our survey validated that more enterprises must tackle smart jobs, encompassing more skilled workers who must accomplish a greater variety of tasks with relatively fewer resources. Now these ad hoc, human-driven process flows rival production and straight-through process types, yet they receive far less attention and funding than more structured processes. Key drivers include an increased need to manage the costs, risks, and customer experience and new demands that regulators, auditors, and litigants place on businesses to respond to external regulations. Yet, cross-departmental issues and integration top the list of case management challenges, while current systems lack agility and business-side control.