Case Management is the methodology whereby knowledge workers handle unstructured case work. The Knowledge Worker is an intelligent subject matter expert who can make dynamic decisions based on his judgement and experience. These decisions cannot be predicted beforehand and vary with each case, and thus, the Knowledge Worker requires a system which assists and facilitates his decision-making in the handling of each Case.
In scenarios where cases are managed in large operations centers, challenges arise. HotOperations™ is a unique technology which enables operations managers to optimize case work allocation in real time, and thereby save costs and increase profit. HotOperations is powered by our intelligent BPM suite.
- Case Management
- Real-time work allocation
- Intelligent allocation rules
- Predictive analytics
- Management visibility
- High-volume performance
Here’s a quick look into how HotOperations works:
In an operations center, large volumes of cases must be allocated to different departments. The majority of the cases are automatically assigned to the right team by intelligent allocation rules.
In the screen above, an Operations Manager can see the departments’ work queues. He can drag and drop incoming cases and assign them to each department, or move cases between departments. The system tells him what impact each assignment will have on the overall cost and SLA, with real-time Predictive Analytics. The system also recommends which assignments to make to maximize the outcome, taking into account each department and team’s skill level, work schedule, cost of work and performance.
Similarly, each department head can dynamically assign work to his team members. HotOperations can handle the allocation and management of all types of work including cases, processes, tasks and more.
These intelligent operational capabilities enable your organization to reduce cost of transaction and transform service.
Case Management solutions built using HotOperations are rich, powerful, easy to use and easy to modify. Here are some common elements and features:
A Case Dashboard is the central command hub for Case Work. This dashboard provides all the data and tools necessary for the Knowledge Worker to manage and handle cases optimally. It also provides managers with tools to monitor, track and assign case work to Knowledge Workers.
By default, the Case Dashboard can be easily assembled using configurable web parts in a SharePoint portal. If SharePoint is not used or required, HotOperations web parts can be hosted in any online web application or company portal.
One of the great strengths of HotOperations is the capability to aggregate all relevant Case data and actions into Dashboards, and to create multiple Dashboard versions that are each customized for different user roles.
The Case Dashboard can include some or all of the following elements:
Case Data and Metadata
Case workers have access to all the relevant data and metadata related to the case. The challenge is to surface the information that will best aid workers to resolve the case successfully, and to filter out other noise. Choosing what data to display (and what not to) is a critical element of the solution.
Dynamic Workflows and Tasks
Case workers can choose to perform any number of sub-workflows, actions or tasks on each case, in order to bring the case to a successful resolution. The ability to create sub-workflows for cases is inherent in HotOperations.
Case workers can dynamically assign sub-workflows and tasks to other users and teams. Team cooperation on Cases turns HotOperations into a robust and collaborative Case Management tool, as complex cases often require several people to be resolved successfully. This is especially true when each person on the team has different strengths and expertise.
Dynamic Task Assignment
Using a Delegation wizard, case workers can delegate cases to other workers based on their role, expertise and availability. Case workers can also rollback changes to cases if necessary, and start afresh from earlier stages.
It is simple for citizen developers to set up rich, visual charts and analytics, which can become a central part of the Case Management Dashboard. Case workers can easily track case KPI and quickly identify problems or trends.
HotOperations includes the capability to create Intelligent Analytics which aggregate real time Case data, and can trigger dynamic changes to the case, its workflows or dashboards depending on changing conditions.
Thanks to HotOperations’ strong integration with SharePoint and other Document Management tools, Case Workers can easily manage and view all Case-related documents in one or more document library web parts. If required, solution designers can create document-related workflows that are run based on changes to document libraries. Users can easily attach documents and other case-related files to cases and their sub-entities.
In addition to standard case messages and notifications, HotOperations includes friendly social collaboration features, which enable case workers to communicate freely about case handing. These features include Q&A, Comments and a Case Wall.
In addition, Case workers can dynamically send messages and tasks to other users, and delegate case work as needed.
In HotOperations, case communications extend beyond people-to-people interactions and into the world of smart devices and Internet of Things (IoT). HotOperations enables Case Workers to collaborate with smart machines, to listen to and respond to Business Moments, and handle each case optimally in within an ecosystem that includes all relevant people and devices. See this article on pnmsoft.com for more details.
HotOperations supports all types of Case Management styles:
- Incident Management
Case Managers can handle cases on-the-go using HotOperations’s mobile end user portal, on tablets and smartphone devices. This ground-breaking Case Management software capability enables case work in the field such as on-site inspection and investigation. HotOperations uses HTML5 technology and is supported on all leading mobile devices.
HotOperations is used by leading global customer to optimize Case handling in the following industries: