OpenText Core Case Management
Empowers workers to make better decisions.
White paper: OpenText Core Case Management
All you need to know about OpenText Core Case Management — improve decision-making, accelerate case resolution, and enhance customer and employee experiences by automating dynamic, ad hoc processes.
As a SaaS-based case management application, Core Case Management lets users create and automate workflows and tasks and adjust them in real time.
The application enables a collaborative and adaptable process that delivers a better experience for both customers and employees, keeping work progressing while improving stakeholder visibility.
A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve resolution of a problem, claim, request, proposal, development, or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages.
“We love out of the box pre-configured process templates from OpenText Core Case Management. We have implemented powerful case management processes within the shortest time adapting to our needs.”
— HEAD OF BUSINESS APPLICATIONS, SWISS TRANSPORT COMPANY
HOW IT WORKS
BENEFITS
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IMPROVE DECISION-MAKING
With Core Case Management, everything and everyone required to move a case forward is easily accessible.
An integrated case workspace offers knowledge workers a single, unified view of key stakeholders and relevant information from all sources – along with helpful features such as checklists, comments and task management.
Case workers also get a dashboard provides a holistic view of case data and statuses, for a complete, context-rich picture that enables smarter, faster decisions.
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ACCELERATE CASE RESOLUTION
Core Case Management allows you to link related cases (for example, network outage reports), so a single resolution cascades to all the cases when the problem is fixed.
Pre-configured process templates and ad hoc creation of tasks and workflows also leads to operational efficiency, customer and employee satisfaction, and reduced costs.
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RAPID TIME TO VALUE
It all begins with an idea. Maybe you want to launch a buMany existing case-based processes are unable to adapt to changing needs without depending on IT. Core Case Management is a SaaS application with out-of-the-box, pre-configured process templates for common business use cases.
Custom case processes can also be easily created through a no-code case modeler. This combination offers quick deployment, lower total cost of operation, and fast time to value.
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INCREASE PRODUCTIVITY
Management capabilities lead to substantial productivity gains.
With Core Case Management, you can create, track and manage cases with an integrated case workspace, leverage productivity tools like case data and notifications, and easily navigate related cases.
Freed from hunting for information and individuals, workers can apply their energy and talent to higher-level priorities that further accelerate case resolution.
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STREAMLINE SHARING AND COLLABORATION
Case-based work relies on extensive internal and external collaboration, traditionally via a mix of email, IM, in-person meetings and phone calls.
Core Case Management enables stakeholders to securely share case information, views and opinions through the integrated case workspace.
The threads of every exchange appear in context and in sequence, it’s simple to add new collaborators as the need arises, and the flexible approval flows allows for serial, parallel and simultaneous approaches.
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LOW TCO
Fast time to value (SaaS, no-code, pre-configured process templates)
FEATURES
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CONNECTED AND UNIFIED INFORMATION
Information is the heart of any case, and it can come from diverse internal and external sources. Dynamic case management consolidates all this data in a centralized case workspace, offering employees quick and easy access to a holistic view of case-related information.
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COLLABORATION
Case-based work relies on extensive internal and external collaboration, traditionally via a mix of email, IM, in-person meetings and phone calls. Dynamic case management enables everyone to share information and opinions securely in one place, in context.
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DIGITAL PROCESS AUTOMATION
Automating case-based processes boosts efficiency, reduces errors and frees employees to focus on higher-value, complex steps that require their knowledge and experience. Automation capabilities can include:
— Business Process Management (BPM)
— Ad hoc workflows
— Configurable business rules and logic
— Robotic process automation -
AUDIT TRAILS
Analytics and AI
Case-based work requires countless interactions and activities that can be difficult to track and assess. Dynamic case management records all process events and provides a history of actions from case initiation to resolution.
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Let’s discuss how OpenText Core Case Management can benefit your business.
One of our experts is happy to share what your business can archive with the right solutions. During this 60-minutes session, we’ll investigate your current situation, goals, possible gaps, and share our knowledge and insights.