ECM and Healthcare Reforms

By Feri Clayton

Director Imaging and Capture Solutions, IBM

The Affordable Care Act has brought a dramatically new landscape to the business of health insurance. The elimination of pre-existing conditions, the expansion of Medicare into rural areas, and broader coverage for both young adults and early retirees are just some of the major impacts. The demand for increased transparency and tighter medical loss ratio requirements are driving important operational changes. Requirements have become increasingly demanding as plan structures evolve and insurers initiate new systems, products and processes to appropriately comply with the new legislative changes. The pressure for cost containment is intense as organizations react, often rapidly and without a great deal of clarity, to the evolving demands in the market place.

Tipping Point

The industry is at a tipping point and healthcare organizations have responded to the implications in two ways: with great efficiency or with great inefficiency. One reason organizations struggle is due to the current state of their Enterprise Content Management systems. Despite technological advancements, many companies continue to use legacy systems, siloed within IT departments, and built upon a mishmash of technologies. This makes it difficult to appropriately respond to the new legislative, business requirements and the corresponding shifts in the market.

Putting Paper in the Past

Healthcare reform continues to push the industry toward an increasingly paperless environment. This will result in an increase in the number of digital documents that need to be captured and managed, as well as the need for more robust and efficient systems to support the increased complexity and variation in content. Indeed, according to the law, the goal for all financial and administrative transactions is that they “permit no constraints for electronic transactions and require minimal augmentation by paper transactions or clarification by further communications.” In many cases, insurers and providers will be compelled to maintain equivalent electronic and paper versions of the same document. The law requires that paper versions of standardized transactions “comply with the same standards as to data content such that a fully compliant, equivalent electronic transaction can be populated from the data from a paper version.”

New Generation ECM

The good news for health insurers and providers is that a new breed of intelligent capture and document management tools bring a new level of agility to the content management process. New generation of ECM software solutions integrate with existing legacy systems while providing advanced capabilities that help lower cost, accelerate decision-making, reduce risk, and comply with regulations. Examples of such ECM solutions are intelligent document imaging, mobile data capture, case management and advanced analytics.  That is what IBM ECM provides – all built within a single platform. The result is more cost-effective, agile and accurate systems and workflow to so many of our healthcare clients.

One good example of such software is IBM Datacap Medical Claims. This solution enables capture of both paper and electronic CMS-1500 and UB-40 medical claims. It automatically extracts and validates data from these documents helping health insurance payers and third-party administrators eliminate labor-intensive manual processing of claims.  Learn more here:

http://www-03.ibm.com/software/products/en/datacap-medical-claims

Are you ready to move forward? Look for solutions and partners that provide the right mix of expertise, vision, and advanced capabilities that will allow you to leverage the full potential of new ECM technologies.  That is IBM ECM!   ibm.com/thatsecm/

The Finer Points of the Datawatch Report Mining Server

Today’s Guest Post : Jim Bergen, Datawatch, Global Sales Executive

jim

Most organizations understand that in order to remain competitive and improve customer relationships, they must make better use of their existing information assets. Business Intelligence(BI) solutions can help organizations by providing efficient, timely and accurate insight from their big data assets. Fortunately, these BI solutions have seen significant gains in adoption and investment throughout the past several years, with new products being released with a high degree of consistency as a result.

The Datawatch Report Mining Server(RMS) was built to help companies overcome the challenges involved in data extraction and text-based reporting within IBM’s highly popular Content Manager OnDemand. A quick look at the finer points of this new tool can help leaders better understand what types of returns to expect following deployment.

Progressive advantages

Datawatch RMS is web-based and automation-rich solution, allowing users to more seamlessly convert reports into formats that will be better-suited to provide actionable analysis. This essentially means that a business is able to generate far more value from its ECM apps and systems by turning them into powerful intelligence programs.

Report Mining Server is also targeted at easing some of the strain that would otherwise be placed on the shoulders of IT professionals through the process of minimizing additional hardware and infrastructure investment needs. Because it can quickly integrate with a range of content management systems, myriad businesses will be able to take advantage of the server.

As the IT market continues to move in the direction of self-service capabilities and options, many business leaders are looking for analytics solutions that are user-centric. Datawatch RMS obliges this demand, strengthening analytics through ad-hoc analysis provided on a self-service basis.

Regardless of which stage a business might be in its analytics program, this tool can help to bring all of its various data sources into the foreground and maximize their value in a relatively short period of time. This solution can also work to reduce the need for error-prone manual intervention, boosting accuracy in the process.

A forward-looking solution

When you consider how quickly IT is evolving today, business leaders should be focused upon the protection of mission-critical assets, and Datawatch RMS can help in this regard as well. By integrating the tool with existing reporting systems, companies will be proactively safeguarding their legacy solutions from becoming antiquated.

What’s more, the solution can enhance data governance and visibility to add a layer of control to security and risk management strategies. There is simply no way to maximize the overall value of data without first protecting the information from loss and theft, and auditability improvements can be just the medicine for struggling firms.

Make no mistake, as competition continues to heat up across all industries, companies that have the intelligence and understanding of their customers, will be better positioned to excel in the saturated markets of the future. By leveraging a tool such as Datawatch RMS to improve data accuracy and value, business leaders will be putting themselves in the driver’s seat with respect to sound decision-making every step of the way.

Visit the Datawatch RMS product page on ibm.com as well as our Datawatch site today to learn more.

 

Can Case Management get me out of my speeding ticket?

Today’s Guest Post: Trent Shupe, Portfolio Marketing Manager, Case Management and Smarter Process

I got a speeding ticket last week.   When I was pulled over, the officer handed me my citation and told me I had to appear at court on a certain day. Since that day, I’ve received a bunch of solicitations from lawyers telling me to hire them and they’ll take care of everything. What I did not get was anything from the city, courts or municipality telling me what my options were or what to expect.   It’s a little unsettling not knowing the process or what I should do next. We’ve all experienced something similar when dealing with a government entity. Maybe it was the DMV, or the IRS, or maybe it was around benefits enrollment or permits & licenses, but most of us have all experienced an underwhelming interaction with a local, state or federal government agency.

That got me thinking. Could Case Management help out in these situations? Well, I doubt it’s going to get me out of my speeding ticket, but it certainly could help government agencies be more transparent and provide better services to it’s citizens.

Imagine you just moved to a new state and need to get your driver’s license, registration and license plates set up. Wouldn’t it be great if you walked into the DMV, and they had all the necessary information of yours to quickly issue you your new driver’s license and tags without having to deal with multiple DMV reps and locations? A case management solution helps government agencies by providing a complete, 360-degree view of its citizens. This means that there are no more long bottlenecks waiting for missing information to be tracked down. That removes cost and time from the process, and allows government agencies to deliver services to its citizens faster.

I’ve seen some pretty cool applications of Case Management within government. Often times, these solutions include both document capture and case management together, giving government agencies a way to get rid of the cumbersome paper piles in favor of a much more streamlined and comprehensive approach to delivering services to its citizens. If you want to learn more about how case management and document capture are being used to improve government services, check out this short video.

Moving on ECM Mobile I

Today’s Post: Servando Varela,Program Director -IBM ECM Mobile Applications

When a case is opened, there are generally multiple case workers involved – all with different roles that are critical to the completion of the case. Before the advent of smartphones and tablets, mobile workers that were going on location or in front of clients had to return back to the office – to their desktop computers – before they could input the information they gathered from the location or the client earlier in the day and process the case. Even with laptops, mobile workers do not have consistent access to the Internet to work on their business responsibilities. Imagine a few years ago, how long did it take insurance claims to complete? Or what about loan applications and the lengthy approval process?

Businesses are now closing these gaps. Mobile workers can remain mobile while being just as productive as their office counterparts. No longer are they bound by their desktop computers and ethernet cords. Smartphones and tablets have changed the way we do business. Let’s go through how a financial institution can leverage IBM Case Manager Mobile to help mobile workers process a commercial real estate (CRE) loan much more quickly.

Financial institutions have offices all over the country and the world – along with different personnel that work both in the office and out in the fields. In a typical CRE loan, you have 5 roles: loan officer, credit officer, property valuer, underwriter, and senior credit officer. Each individual plays a vital role in getting the customer’s application approved. Loan origination starts off from the loan officer, who gathers the customer’s information and acts as the main customer representative. It is then facilitated to the credit officer who then approves or rejects the loan. The loan is then sent to the property valuer (PV) who is a field worker that visits the property and quickly checks the land and building for any problems. As someone who is constantly away from the office, the PV can leverage a smartphone or tablet and access the case and all the case information (history, tasks, documents, etc.) from IBM Case Manager Mobile.  If necessary, the PV can also call upon a structural engineer to visit the property to get their expert assessment, by using the built-in function that creates a discretionary task associated with the case.

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Figure A. The tasks screen allows case workers to quickly check the tasks that they have been assigned. They can make necessary changes to the tasks and push the case forward when ready.

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Figure B. Case workers can check all tasks, documents, and the history associated with the specific case.

Once the property valuation step is complete, the underwriter in the office checks the loan against certain business metrics. If the loan falls just outside the business threshold, the underwriter can quickly request it to be further reviewed by their senior credit officer. The senior credit officer, who is often traveling, can quickly check their work in-basket on a mobile device with IBM Case Manager Mobile, review the details of the loan application, and quickly send an approval or rejection.

As you can see, there are a couple of case workers who are not always in the office to work on cases. By leveraging IBM Case Manager Mobile, these mobile case workers – the Property Valuer and Senior Credit Officer – are able to work on the CRE loan while out of the office and not cause any delays in the case.

IBM Case Manager Mobile allows mobile caseworkers to quickly complete casework and act on insights from wherever they are. It bridges the gap between the traditional desktop workers and the growing mobile workforce. Best of all, there’s no more “I’ll call you when I’m back at the office”

Be sure to check out our free IBM ECM Mobile Trials today!

IBM Case Manager Mobilehttp://www.ibm.biz/casemobiletrial

Biography

servando

Servando has over 15 years of experience working in the Enterprise Content Management industry and is currently the Program Director for ECM Mobile Applications. Servando first started in 2000, where he worked in the FileNet R&D group for the FileNet P8 platform. In 2008, he started working in the IBM ECM Product Management team. In his current role, Program Director, Marketing and Strategy for ECM Mobile Applications, Servando manages the ECM Mobile offerings, as ECM Mobile became a stronger imperative for IBM and IBM’s customers.

Servando has an MBA from Pepperdine University, and a B.S. degree in Computer Science and Engineering from California State University Long Beach.

The Future of ECM: Smarter Content Now!

Today’s Post: Trent Shupe, Portfolio Marketing Manager – Case Management and Smarter Process

I joined the IBM ECM team back in April.  By the time I joined the team, the Content 2015 event series was well underway.  Content 2015 was designed to share how IBM ECM can help make people smarter.  Business content is everywhere, and we all interact with it everyday.  Whether it’s structured information or unstructured information, like texts, emails, video or other business documents, we all deal with business content all the time.  By making business content smarter – more intelligent – we can make people smarter.  Sound interesting?  If you are like me and were unable to make one of the Content 2015 events, then mark your calendar for September 15th, 2015.  We will be launching a new virtual event called Smarter Content Now!

IBM_Smarter_Content_985x100-16

On September 15th, we will feature a webinar hosted by AIIM about the Box and IBM Partnership.  Come join us and learn how this exciting new partnership completely changes the game for ECM and Cloud.   You will learn what the future of ECM holds, including hybrid content architecture and how Case Management is evolving toward the rapid development of collaborative solutions.  After the presentation, you will have the opportunity to ask questions to IBM and Box executives.  And once you are in the virtual event, you can access a ton of other great resources, including additional webcasts, demos, videos and more.

Don’t miss Smarter Content Now, a virtual conference featuring the latest strategies and capabilities being used today in Enterprise Content Management in order to deliver better business outcomes.  Learn how to apply ECM principles and technology to work smarter by increasing growth through customer centricity, staying competitive through productivity and cost savings, and protecting your organization through security and compliance.

Register today and join us live on September 15, 2015.

 

Building a Custom Web Application? Embed IBM Daeja ViewONE

Today’s Guest Post by Clay Turner, Offering Manager IBM Daeja ViewONE, Enterprise Content Management

Believe me when I say that a ‘custom application’ could mean anything these days. A flexible, mobile-enabled, lightweight HTML5 viewer is a critical consideration in every case.

There are some futuristic applications cropping up now that sensors and wifi connectivity are being embedded everywhere around us. Whether you are designing an application to automate the world or attempting to solve more conventional business challenges, you will want to consider IBM Daeja ViewONE Virtual as an embedded HTML5 viewer for all of your web-enabled applications. Your business stakeholders will thank you and both your project timeline and support costs will shrink.

Daeja ViewONE Virtual is the first step toward enabling all users to view, annotate, and redact content of various file types conveniently, from right within a browser window. Even better, it is designed to be seamlessly embedded inside of your own custom web applications or collaboration portals. Your users won’t even need to download a browser plugin or install a client on their local device. To top it all off, because it is an HTML5 solution, IBM Daeja ViewONE Virtual is already compatible with internet-connected mobile devices like iPhones, iPads, Android devices or other smartphones and tablets.

In the 21st century, sensors, systems, and users generate data at massive scales. IBM itself is doing some fantastic work to drive this trend by embracing the Internet of Things, but we are only beginning to leverage a few of the possible applications for this content tsunami. For solution designers and web developers, it doesn’t matter where the content comes from – IBM Daeja ViewONE is the easiest way to make it consumable for business users on any device with an internet connection.

In my last blog entry regarding Chrome dropping support for Java NPAPI plugins in September, I emphasized that now is a great time to make the transition from IBM Daeja ViewONE Standard or Professional to our new IBM Daeja ViewONE Virtual viewer. Thankfully, IBM has already invested over a year of time and development effort to turn this new HTML5 viewer into our best offering in the Daeja ViewONE family yet.

For those of you who are considering the Daeja ViewONE Virtual solution, IBM is now providing a free 90-day trial at http://ibm.com/daeja

To stay updated on the latest news about IBM Daeja ViewONE or to join the conversation, find me on Twitter @ClaySTurner – I would like to hear your thoughts.

Author Biography:

Clay Turner Profile Pic

Clay Turner joined IBM in 2014 working on IBM Case Manager. In 2015, he began managing the IBM Daeja ViewONE offering team and continues to manage the cross-functional team of development, support, and business experts responsible for iterating on the IBM Daeja ViewONE viewer technology. Clay obtained his Masters of Business Administration from The Paul Merage School of Business at UC Irvine and has a professional history in sales, channel management, and delivery of enterprise content management solutions. You can follow him on Twitter @ClaySTurner.

Next Generation ECM Tools Work to Boost Customer Engagement

Next Generation ECM Tools Work to Boost Customer Engagement

Much of the focus on business today is on acquiring new customers, but did you know that it costs 6-7 times more to land a new customer than it does to sell to an existing one? Your current customers are more profitable too; a repeat customer spends over two thirds more than a new one, and nearly all customers who have had a great service experience will buy from you again. Clearly, it makes good business sense to keep your existing customers engaged and coming back for more.

Keep Customers Coming Back for More

How can you get your current customers to spend more while increasing their loyalty? One way is by leveraging the convergence of ECM technologies and approaches to bring about more powerful customer engagement. Most applications of ECM have traditionally been limited to rather isolated and process-specific applications. But today, organizations are finding new advantages and benefits by expanding their use of ECM tools and techniques beyond the confines of process-specific application; specifically with the aim to improve customer engagement and experience.

Tools for Superior Engagement

Advancements in ECM techniques like data capture, case management and digital content management are all tools that can be used to boost customer engagement. The opportunity comes when companies replicate the capabilities and techniques found to be effective in one area to include other important applications within the enterprise. And since developers and providers are shifting their focus to offer less costly and less complex platforms, organizations of all sizes and from all industries can benefit from next-generation ECM approaches in new and more profitable ways. Here are a few of the important capabilities to consider:

Advanced Capture – By now, the ability to scan a paper document and capture a digital image is a common business practice. Advanced capture takes the idea a step further with the ability to also capture important bits of information from a form or document and automatically digitize and upload that data as well. Distributed (with multifunction printers and copiers) and mobile capture (using smartphones and tablets) extends the power and versatility of advanced capture even further by enabling a number of important customer experience tactics and strategies that become important market differentiators. Distributed and mobile capture increases speed and responsiveness with the ability to capture and process content anywhere, at any time, using any device. It is no longer sufficient to continue to rely on antiquated paper-bound workflow when the very profitability and performance of your organization is at stake.

Content Management – The notion of enterprise content management has been most commonly associated with risk avoidance. Things like information privacy, regulatory compliance and legal discovery are important factors driving common content policies and procedures. But a more expansive approach is emerging that broadens implications and benefits; especially when you consider the capabilities from a revenue generation and customer experience point of view. Next generation ECM solutions provide a single interface that is tightly integrated across repositories and establishes a dynamic platform to combine content, security and storage with ready-to-use workflow and process management capabilities that speed the pace of business and provide a superior customer experience.

Case Management – To provide a great customer experience, you must manage the process to ensure that each customer interaction has a positive outcome. AIIM President John Mancini points to Case Management as one of the top trends in ECM today because it brings technology and data together in a way that leads to more valuable outcomes for both businesses and customers. “At the heart of making information useful is looking closely at the intersection of people, processes and information,” says Mancini. “That’s what Case Management is ultimately all about; it’s about the dynamic business flows that link together people, processes and information in new, dynamic, and much more agile ways.” In the end, this 360 degree view of the customer enables organizations of all types to provide more comprehensive and individualized service.

Viewing and Redaction – Managing content for better case outcomes and customer experience ultimately comes down to the ability to share information in dynamic and intelligent ways that bring about better decisions and service. One way to do that is with more flexible sharing and viewing of information by the people who need to see it, when they need to see it, and without losing control over privacy and security. New document viewers include productivity and other add-on modules to enhance workflow and provide faster data access, making viewing a vital platform to boost customer experience. Since not everyone needs to see every bit of information contained in a document repository, automated redaction features keep sensitive data hidden while otherwise providing more agile information access overall.

Moving Forward

Sustaining a successful enterprise requires more than just new customers, it requires loyal ones as well. Through the integrated features of advanced capture, content management, viewing and redaction, and case management, next-generation ECM solutions provide a platform for consistent and superior customer engagement.

What are the next best steps forward? Start by downloading my White Paper – Next-Gen ECM and Superior Customer Experience from IBM here. As you design your strategies, look for solutions and partners that provide the right mixture of experience, vision, and advanced capabilities that leverage the full value of ECM technology to boost customer engagement.

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Guest contributor Kevin Craine is the author of the book Designing a Document Strategy, host of Everyday MBA on C-Suite Radio, and a respected authority on document management and process improvement. He is the managing director of Craine Communications Group. For more information visit CraineGroup.com.

Checking Your Checks with Mobile Banking

Today’s Guest Post: Misty Ahmadi, WW Content Marketing Manager, IBM Case Manager

I know we often talk about the advantages of case management and banking. Opening accounts, processing loans, the works. While sourcing banking experiences for this blog post, I have to give credit to one our marketing interns. She shared a recent banking experience that we don’t talk enough about: mobile banking.

Our intern deposited a checked through her bank’s mobile app. She took a picture of the front and of the back of her check, typed in the check amount, and selected where to deposit the check. This particular instance, she forgot to sign the back of the check. Within two hours of depositing the check, a representative of her bank called her to let her know that she was missing the back signature. While on the phone with the representative, our intern was able to sign her check, take another photo, and upload the new image – and still saw the money in her account the following day. She then explained how easy it was to view all of her mobile transactions and if she had any questions, she could call any bank representative and they would be able to pull up her information.

Mobile banking is a great example of how the combination of case management and document capture can help banks provide an excellent customer experience for their clients. When a bank focuses more on enhancing customer experience, they need to focus on accelerating processes, provide the right information, to the right people, at the right time in order to be more responsive to customer needs. Document capture and case management allows banks to streamline data capture for key content processes and drive profitability and flexibility.

After implementing a case management and document capture solution, one bank cut new account opening time by 60%. They also increased customer data input by 70%, all while reducing wasteful paper forms by 80%. These updates allow bank reps to spend more time understanding and responding to individual customer needs.

So the bank not only saves time and money, it also offers a richer experience for its customers.

Interested to learn more about improving customer experience at banks? Check out our latest case management and document capture video here.

IBM Named a Leader for ECM Transactional Content Services

We are proud to announce a recently published report by Forrester Research ranks IBM as a leader in The Forrester Wave™: ECM Transactional Content Services, Q3 2015. IBM has been rated as a leader by top analysts*, and as this latest report shows, our company continues its proud tradition of being among those that lead the pack. By engaging with our clients and responding to their needs, we are able to constantly improve IBM’s ECM suite and create value-driven solutions.

In the Forrester report, IBM received the highest score for strategy, which is evaluated on plans to improve the product offering to meet changing customer demands.

“IBM has the broadest and deepest offering in the transactional content field, combined with deep experience in common use cases.”

We are the only company to offer a consistent, user-friendly interface across our product portfolio. Content Navigator bridges all our products to create a better customer experience and a better solution. This has proven to be the right move, resulting in an accessible, collaborative experience for our users.

In addition, IBM achieved the top rank in the category of “Current offering” in the Forrester report. Our customers have embraced our solution because it helps manage all types of content, including document images, electronic office documents, XML, and audio and video for multiple platforms.

IBM is a strong selection for its existing customers to consolidate older repositories and upgrade to meet changing case management needs and for new customers with compliance- and security-driven project requirements.”

At IBM, we strive to meet a multitude of different use cases, and our multi-tiered architecture provides the foundation for an agile framework. Through integration of our products, including IBM Datacap, IBM Case Manager, and our mobile solutions, IBM continues on its forward trajectory to improve the most advanced portfolio in the industry, enabling our customers to build better solutions to achieve better business value.

We continue to innovate around this space, and we look forward to providing new offerings and partnerships that will satisfy our customers’ changing needs. We recently announced a partnership with Box, and we are especially excited to work with them to create a best in class set of offerings to better suit our customers’ demanding business needs. We also recently announced new cloud offerings around our IBM Case Manager and CMOD technologies and we look forward to bringing you further updates in this space.

Improvement is a never-ending process, and we are thrilled to be recognized as a leader in the ECM transactional content services space.

Read the full Forrester report here.

*Reputable research and advisory firms, such as Gartner, Forrester, and IDC, have rated IBM in their reports and studies.

Share your thoughts and let’s continue the conversation. Tweet to: @MAttarECM

Biography:

mattar

Mohammed Attar joined IBM in 2006 as part of the FileNet acquisition. Mohammed has over 15 years of experience in the ECM space, and is currently the IBM Director of ECM Products & Strategy. Mohammed has extensive experience both in product development and management. Mohammed started his career as a Software Engineer focused Performance & Systems Analysis. He later spent time serving as a Product Manager over the IBM ECM Platform. In 2008, Mohammed led his first development team, and since then has continued to serve in a leadership capacity in the business. Mohammed was one of the original development managers responsible for the design, development, and delivery of IBM Case Manager. Mohammed holds a Bachelor of Science in Computer Science from California State University, Fullerton. You can follow him on Twitter @MAttarECM

Is Case Management Over?

Today’s Guest Post by David Jenness, WW Portfolio Marketing Manager, Enterprise Content Management

In ECM, solutions come and go. Though I recently encountered a microfilm reader in a County office and a stubborn land records manager still taking a “wait and see” approach to the Digital Age. Nonetheless, I put forth the notion that it is time to reconsider the term “Case Management.”

Case Management emerged as a new way to wrangle large volumes of documents for legal matter management, hence the use of “Case.” But pretty quickly, it became clear that there were many applications for the ability to assemble, analyze and act on content, including loan origination, claims processing, knowledge management, new customer/employee/patient onboarding, underwriting and customer service.

Something else happened.

The nature of content itself exploded way beyond documents to include e-mail, images, video, audio and the wide spectrum of Social Media. At the same time, mobile access to content has created demand for a new generation of real-time intelligent content solutions.

Then there’s the Cloud.

Just last month, IBM announced a partnership with Box to build Cloud-enabled ECM solutions. You can bet there’s a huge potential for Case applications that involve people collaborating on content inside and outside the firewall.

As each new change disrupts the old models and use cases multiply in all directions, it becomes clear that, as a term, “Case Management” is just too narrow to encompass it all.

This year, John Mancini, President of AIIM, started calling for a new name for “ECM,” a topic that I have followed with interest. I bring up AIIM, because as companies started doing high value activities with their ECM repositories beyond simple storage and retrieval, AIIM began talking about the pivot from “Systems of Record” to “Systems of Engagement.”

It was a cogent observation and the industry quickly embraced it. But hasn’t AIIM provided us with the answer to the Case Management problem? “Systems of Engagement” conjures an open solution that brings together disparate elements – people collaborating with each other in real time in a secure environment where they can interact with the dynamic world of content and data to drive business outcomes. And as companies increasingly apply analytics on data and content to make more precise decisions and determine Next Best Actions within these “Systems of Engagement,” we can witness the evolution of “Systems of Insight.”

So what do you think? Does Case Management need a refresh and what would you call it? I only ask because my grandfather told me never to bring up a problem without bringing up a solution. And I still have that saying on a microfilm reel somewhere.