To thrive in today’s business environment, insurance companies need an intelligent case management solution that can support dynamic and often unpredictable processes. At the heart of any intelligent case management initiative is the concept of putting the right information into the right people’s hands in a timely manner.

  • Right Information. The information must be accurate, correct and complete. Without this basic starting point, any information system will soon fail the needs of its end users.
  • Right people’s hands. As with any presentation, you have to truly know your audience. The same holds true for any information system. A solid understanding of each knowledge worker’s informational needs lies at the core of providing them the information either at a detailed level to perform their daily tasks or to provide the information at a more summary/aggregate level in order to make departmental and/or corporate decisions. In addition, that information must be provided in the context/format which makes the most sense for that user.

  • Timely manner. Information does have a shelf life. Making decisions based upon old/outdated data can be just as lethal as decisions that are based upon inaccurate or incomplete data. A solid understanding of an organization’s data/information processing is crucial here. How much lag time (also known as latency) is incurred between the time that data is captured in transaction processing systems (TPS) to when it is reported in Business Intelligence (BI) systems must be factored into any information management solution.

Concepts of Intelligent Case Management

  1. Information must be provided to users in near real-time speed. Notice the “near” real-time distinction as there will always be some delay in data processing times.
  2. The solution must be immediately intuitive. By intuitive I mean that there is absolutely no need for training end users in order for the solution to be immediately useful.
  3. A true intelligent case management solution provides a collaboration platform for end users to “collectively” resolve highly complex cases. For the more difficult cases, end users must be provided with an easy to use forum for seeking out the advice of more experienced workers, no matter where they may be. The sharing of ideas, solutions, etc. can foster an environment of constant learning and improvement.
  4. The solution must include some analytical tools for complex data analysis. General business intelligence tools integrated into these case management solutions can facilitate the creation of detailed reports, dashboards, what-if analyses, forecast projections and models, etc. to enable end users to work smarter, not harder. The concept of “big data”, where massive volumes of data must be processed and analyzed, are far beyond most user’s levels of comprehension and most critical organizational decisions can’t be left to “gut instinct”.

Intelligent case management solutions take the core concepts present in traditional case management and provide fully collaborative platforms combined with robust analytical data analysis.

Case Management Software Solution Review

By managing data relationships, documents and processes in a single product, OnBase by Hyland empowers employees to effectively manage cases and make better business decisions. With a case management approach to solving business problems, OnBase provides employees with a complete view of all the information they need to complete their work.

At the same time, OnBase increases visibility into the entire case – whether that’s a customer relationship, a project, or an incident or issue – equipping you to make improvements and increase effectiveness over time. And, one OnBase platform scales to support business needs across individuals, teams and departments to drive value and elevate productivity enterprise-wide.

Increases productivity and ensures continuity

By providing a 360-degree view of all case-related information, including data records, documents, notes, conversations, emails and history, OnBase increases productivity and empowers employees to work smarter. Rather than toggling between systems or managing scattered spreadsheets, staff remain within the same intuitive interface, logging activities, adding notes and updates, delegating tasks and scheduling events.

Managing information in OnBase also increases security and control, minimizing unauthorized access or unapproved changes. Detailed dashboard views make it easy to monitor processes and recognize patterns to drive decisions and improvements. At the same time, a full audit trail and complete historical record of all actions improves transparency and accountability.

With critical information and supporting content instantly accessible to authorized users throughout the case, OnBase ensures smooth hand-offs and effective collaboration. Work progresses toward desired outcomes – whether that’s issue resolution, project completion or exceptional customer service.

Supports many solutions with one scalable platform

OnBase uniquely combines the ability to build data-driven applications, automate processes and manage supporting documents. One flexible platform scales to support the creation of unlimited business applications across your organization, from horizontal solutions to industry-specific applications. This allows you to start small – whether in one department or with just one process – and expand your OnBase solution over time as conditions or priorities change.

Leveraging one platform minimizes the time and cost of creating and maintaining multiple point solutions, shared spreadsheets, outdated database applications or custom coding. And, by augmenting existing line-of-business and ERP systems, OnBase maximizes the value of those investments by connecting all key information in one complete view.

Drives value with fast deployment, quick returns

Whether on-premises or in the OnBase Cloud, you’ll realize business benefits sooner by quickly creating and deploying case management and smart process applications. A point-and-click configurable platform increases productivity and empowers IT to be more responsive to the needs of your organization. And, with shorter implementation timelines, confident upgrades and easier maintenance, you’ll achieve a fast return on your investment.

By building business applications on top of the powerful OnBase platform, you take advantage of native OnBase functionality – including document management, capture and security controls – and enhance those applications with the capabilities of the entire OnBase product suite.

With extensive case management capabilities and the ability to drive manual processes, OnBase meets not only today’s challenges, but the ones you’ll face tomorrow, providing you a lower total cost of ownership.