Today’s guest post by:Mohammed Attar(@MattarECM),IBM Case Management Business Leader
Businesses are evolving. In today’s world, customers are demanding better products and services. In the past, customers were able to pick only two out of the three qualities in the Triple Constraint: scope, cost, and schedule – this is no longer the case. Customers are now demanding all three, and they can invariably find a business to meet those requirements. In our connected world, customers are equipped with a wealth of knowledge. Thanks to the widespread availability of the internet, customers can draw information from varied sources and the far reaches of social media and unite to wield more power in the business-to-consumer relationship.
Like in nature, as the customers evolve, so must their business counterparts. Businesses are constantly redefining their processes. Products today are better than what they were 10 or 20 years ago. Services are being performed more effectively and more efficiently to match growing demand. Even software capabilities developed10 years ago are outdated and underperforming due to the breakneck pace of how fast businesses and business content is moving and evolving. Businesses need software that can handle the changing needs of their enterprise.
Businesses today face an onslaught of incoming information and business content from all of their departments. This ranges from hundreds of job applications in human resources, to thousands of daily transactions in accounting, to a stream of constant inquiries and feedback coming through their customer service representatives and social media channels. These businesses are churning out useful business content – much like a manufacturing factory that is constantly producing valuable goods. Obviously, humans alone cannot take in and process all of this business content. Businesses must have capable enterprise-level software to be able to capture, process, and activate this content in the scope of their business processes.
In fact, the more content-centric their business processes are, the more freedom they can provide for knowledge workers to exercise their valuable, expert discretion. IBM Case Manager is part of a larger enterprise content management suite that leverages unstructured business content and empowers knowledge workers to make the right business decisions at the right time through the help of collaboration, analytics, historical cases, and other tools. When a case is completed and closed, it is persistently stored in a secure repository so it can be recalled by knowledge workers in future cases for insights and information. For some large businesses, this happens thousands of times per day and they are finally prepared to handle special exceptions, unstructured cases, and discretionary business processes.
From my experience, I have seen that businesses which take advantage of powerful case management software yield more value from their business content and knowledge workers over time.
As Customers evolve, so must businesses and their IT solutions – or else they must be prepared to face the risk of losing customers to competitors that do. What do you think?
Share your thoughts and let’s continue the conversation. Tweet to: @MAttarECM
Guest Contributor : Mohammed Attar
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 serving as the IBM Case Manager Business, Product and Strategy Leader. 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.