Dynamic Case Management (DCM) makes it possible to manage cases as a whole. Cases in this context refer to the specific issues that must be resolved in an organization at any given time.
Cases stem from requests (internal and external) in the broadest sense: incidents, requests for goods or services, customer service, purchases, marketing actions, projects, records, etc. and finish when the case has been resolved.
The management of these Cases affects a major part of administrative activities in all businesses and public entities, and presents a great challenge for any entity, because although some Cases may be simple, others may be very complex.
The problem worsens because there are so few tools that have sufficient power to resolve these dynamic processes and because, generally, the cost of the implementation is very high.
The AuraPortal Solution
AuraPortal is a 100% web-based, Business Processes Management Platform. Its holistic approach includes the necessary capabilities, fully integrated, seamless and user-friendly, to effectively manage the cases.
1. Families of Elements
In DCM the Case is the unit of control, so the necessary tools to control the cases and their auxiliary elements must be available.
AuraPortal has an intricate structure that links and connects the management of the Employees, Accounts (Customers, Suppliers, etc.), Items (Products, Services, Stocks and Fixed Assets), Projects and Areas or departments of the entity.
It also allows for the quick creation of Additional Elements to be designed by the entity according to their needs, which are fully interconnected with each other and with the other management elements (processes, documents, etc.) These are one of the essential ingredients of Dynamic Case Management.
2. BPM Suite
In order for DCM to excel, it must be based on the management of processes with a high degree of automation, and capabilities that support flexibility and agility.
The AuraPortal BPM Suite with Business Rules (not to be confused with process rules) is considered by experts as the most advanced, complete and easy to use.
It is equipped with next generation technology developed by AuraPortal to adapt to Case Management requirements, such as: Groups of Fields and Distributed Treatments, Open Tasks integrated in the Processes, Dynamic Forms capable of appearing and disappearing depending on the circumstances, the possibility to deviate the flow at any given time to other Processes (with or without delay), etc.
3. Documents and Content
The handling of documents and other content forms are often integral to the activity being performed in the Management of Cases, and therefore cannot be disconnected from the process.
AuraPortal integrates an ECM (Enterprise Content Management) capability that offers one of the most complete systems for managing Documents and Content and their lifecycles (Archival, Approval, Versioning, Digital Signature, Subscriptions for notification of changes, Searches by content, Discussions, Surveillance, Trace for Auditing, etc.).
It includes the automatic generation of intelligent documents with automatic signatures and an agile file system, as well as a system for creating content with the possibility of extending content reach through automated publication and distribution.
4. Intranet and Extranet
Another important aspect of Case Management is the necessary communication between everyone that contributes in the case.
As well as the Process flows, AuraPortal also integrates three communication channels: Corporative Intranet for the communication between employees, External Portals and the Interactive Window – WIP situated in the Web of the entity for the communication between employees and external users.
These three channels offer the ideal environment for Information access and sharing (Announcements, Message Boards, etc.), Communication (Surveys, Forums, Debates, Shared agendas, etc.), and Collaboration (Very powerful Workflow based on open tasks) between the personnel of the entity's different departments, work teams, delegations, etc. and encompasses external users (partners, customers, suppliers, etc.).
5. Analysis and Control Tools
DCM needs tools that make it possible to observe, control and analyze the execution of each case as a whole, as well as analyze the combined results of completed cases to enable a continuous improvement.
With AuraPortal, the day to day activities (Processes) generate, in real-time, the information and intelligence that the organization needs to improve performance, including: Dashboards, BI (Business Intelligence), BAM (Business Activity Monitoring), KPI's (Key Performance Indicators), Reports, etc. These activities, being included in the AuraPortal Platform itself, allows for the automation of the viewing, control, and the analysis of the cases and associated data being managed.
But above all, these capabilities are fully integrated and allow great agility and flexibility when undertaking all types of changes, immediately and with security.