are a lot of informal end-to-end processes in organizations. These
end-to-end processes are usually supported by scattered applications,
email, spreadsheets and a lot of goodwill of the personnel involved.
When compliance, regulations and/or customer demands are imposed on an
organization, these end-to-end processes do not have the ability to
comply with new demands due to lack of support from the current
application landscape. In the financial, public and utilities market
organizations are re-landscaping their existing application portfolio
due to these higher compliance, regulations and customer demands. This
often is not a huge transformation program, with a roadmap spanning
Case management can help cross the bridge from the
current landscape towards a landscape aimed at delivering these higher
Let’s explain this with the process of complaints. This
functionality is needed in any market where customer contact is present,
and where due to increasing compliance and customer demands the bar
needs to be raised to deliver better quality, such as delivering an
answer within a given timeframe. Read the full article here.
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