Can your business process management software (BPM) handle cases that don’t follow a structure? Or does it require a separate system for dynamic case management (DCM)?
In this article, we’ll explain why advanced DCM-integrated BPMs like bpm’online studio can actually offer a more viable platform than getting separate solutions for different case types.
But first, let’s get to the basics. Here are the questions we’re going to explore:
Dynamic case management uses business process management solutions to manage work-related cases that lack a clear problem-to-solution path. DCM consolidates all data related to the case, including persons, companies, events, incidents and issues, and processes these as they happen to spot insights and patterns. Its goal is to help you enhance operational efficiency and make more informed decisions .
Also called advanced case management, DCM requires caseworkers to contextualize the related data and allow the system to automate and streamline the processes. As it doesn’t follow a recurring structure, DCM involves unique workflows and elements. It is often used to address service requests in diverse sectors as health, finance, legal and HR.
Is DCM a new thing? Not really. DCM as applied in business has its inspiration in the case management approaches practiced in clinics and law firms. The excitement around DCM today stems from its adoption by businesses, driven by matured processes like agile management and iterative development and emerging technologies like cloud computing and machine learning.
What’s the difference between DCM and BPM? Both apply to process-driven management, but that’s where the similarity ends.
Strictly speaking, since DCM is a business process, it’s a subset of BPM. In popular media though BPM refers to predictable cases addressed by a systematic approach to make business workflows efficient and help the company to meet its goals.
The stark distinction between DCM vs. BPM, as Forrester Research put it, is where the processes are “untamed” it’s a DCM issue. An untamed case–it doesn’t follow a predefined flow–can be a unique client request that must be accommodated, even as it disrupts your value chain.
Conversely, structured use cases are easily addressed by BPM process. For instance, employee onboarding can be organized in clear step-by-step procedure that is used repeatedly by recruitment. FAQ ticket resolution can also be improved by BPM.
Another good distinction here is that BPM is product-oriented while DCM is information-driven. BPM helps to address service requests based on the product. Knowledge workers use processes that are locked around product specs and guidelines. In customer service, spiels are delivered based on clearly defined use cases like FAQs.
On the other hand, information-driven DCM gives knowledge workers the room to make an informed judgment based on the data they gather from the request sender and the company’s knowledge base. In short, the service request is put into context based on the merits of the use case and available data. In customer service, where BPM can quickly resolve FAQs, DCM can address unique tickets without the need to escalate.
There’s always the risk of creating gaps between what customers want and what your knowledge workers can provide if you stick to structured processes. Hyper-connected by social media and mobile access, customers today expect instant gratification and real-time response. What happens when your standard procedures can’t address a unique request? Special internal requests can also disrupt regular workflows. For instance: an urgent task takes away valuable talents from a running project.
DCM empowers your knowledge workers (e.g., support, sales, marketing, team leaders) with clear process paths to respond to customer needs with accuracy, consistency and efficiency. It also ensures internal processes are quickly addressed, deadlines adjusted and talents and resources are allocated quickly where they’re needed most.
With technological disruption waiting around the bend in most industries today, DCM is a critical tool to practitioners of agile management and iterative development. In general, businesses in highly competitive and volatile industries like tech, consumer electronics and entertainment use DCM in their daily operational activities to stay in the race.
It is and it isn’t. Will DCM replace BPM? No, for the reason that structured business processes are not going anywhere. Standard procedures like administrative tasks, regulatory compliance, employee onboarding, structured projects and other recurring business activities will always be vital to a company’s daily operations.
But, DCM as a future aspect of business process management systems (BPMS)? The answer is yes. Back in 2012, Forrester warned that vendors selling separate DCM and BPM products (mostly legacy systems) stand to lose ground to DCM-integrated BPMS that manage both use case types. DCM, the Forrester article argues, empowers employees to “change the routing of work on the fly,” to meet customer-led processes (outside looking in).
Five years hence, the research body couldn’t be further from the truth. We now have great BPMs like bpm’online that is both DCM-adaptive and people-centered. This next-generation BPM supports variable incidents, investigations and requests and allows your staff to provide on-demand resolutions.
DCM-integrated BPMs like bpm’online studio gives you more agility to handle both internal processes and unique cases. Companies are typically confronted by both process-driven case types due to tech disruptions and external crises.
Occasionally, these processes may overlap, as in the case of a new programming language that impacts on your current development stages. Thus, having a single platform that centralizes workflows, data and activities speeds up your reaction period and puts your key operations back in normal gear.
Specifically, DCM-enabled BPMs provide tools that help you to address both BPM and DCM processes.
Let’s take a look at bpm’online Studio to pinpoint the essential features of today’s adaptive and agile BPMs. You can use bpm’online Studio as a benchmark in your BPMs purchase journey or, better yet, sign up for a free bpm’online studio trial here.
Bpm’online studio allows you to organize the whole range of BPM processes from modelling, execution, monitoring and to analysis. It subscribes to BPMN 2.0 modelling powered by these features:
Process library. A rich base of industry-standard processes based on best practices, which you can use off the shelf to kick start your modeling. You can tweak the templates to match your exact specs.
Process monitoring and analytics. Allows you to keep track of specific process execution metrics, such as, duration, average execution time and maximum and minimum values. You can visualize the metrics on custom dashboards and spot and log quickly bottlenecks in your process.
Multiple process engine. The BPM tools are driven by a powerful bpm’online engine that allows the simultaneous execution of multiple processes at optimal system performance. This is ideal for companies working on multiple projects at once while using shared resources.
Bpm’online studio is also designed to manage unstructured processes. It can spot contextual patterns and adopt the best path, while suggesting the right sequence of activities for a best outcome. This ability enables you to automate dynamic cases, greatly adding agility and efficiency to your business operations no matter the case. Its case management is underpinned by these tools:
Case analytics. Outcomes are analyzed for flaws or inconsistency, helping you to further improve case processes.
Case engine. An intuitive interface helps you to stay focused on key data, while a clear path with step-by-step sequence is suggested for a best outcome.
Aside from the ability to handle BPM and DCM processes, bpm’online studio also provides the following key features:
Core configuration. Off-the-shelf tools help you manage employee profiles, centralize customer data and streamline omnichannel client communications.
Mobile application. Access data and features from Android, iOS and Windows Phone devices.
Security and administration. Features multi-level security against unauthorized access and user and group permissions for granting or denying access.
DCM helps you to address unique issues immediately, while BPM helps you to manage standard internal processes. Both process-driven approaches are critical to a company’s daily operation. Hence, getting a DCM-integrated BPMs like bpm’online studio, which can handle both case types, allows you to steer the business towards a more stable, predictable and managed processes even when faced daily with unique cases. If you’d like to try out the system on your own you can easily sign up for bpm’online studio free trial here.
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