As I have said previously there are a number of different types of Case Management solutions, from the complex and long running investigation by a Police Force to managing Safety Incidents in an Energy Plant. One of the simplest Use Cases is Correspondence Management; yet this can be a one which can drive huge benefits for organisations. It is also an area where modernising now will provide a platform which can be used to exploit the new Digital World.
Correspondence Management refers to the actions an organisation needs to take to ingest, store, process and then respond to correspondence from either internal or external stakeholders. As one would expect traditionally these have been very paper based activities with letters and forms being passed around from department to department and person to person manually. Some organisations have taken steps to automate this process through one, or a combination, of:
– Scanning incoming correspondence;
– Using workflow technology to ensure the tasks are routed to the correct people;
Using a fully integrated platform and having this platform available on a utility basis, where the organisation only pays for the correspondence it processes, will enable organisations to purchase the solution easier and be ready to start seeing the benefits quicker.
Such a platform must have the following features:
- Document Capture : Paper still forms the bulk of correspondence, although it is on the decline, the solution needs to have the ability to capture incoming paper;
- Document Storage : The solution needs to be able to store incoming, and outgoing, correspondence in a secure and compliant manner. Some of the correspondence will need to be managed in accordance with industry regulations;
- Process Management : The solution needs to be able to route the correspondence to the most appropriate person or team in your organisation to process it;
- Communications Management : The solution needs to be able to produce outgoing communication, in traditional paper or in email format, and the output needs to be personalised to the needs of the person to whom it is being sent;
- Proven and Standards Based Integration : Typically Correspondence needs to be viewed within the context of a Line of Business system. Therefore the solution must have standards based integration to enable this where applicable;
- Management Information : Currently organisations have limited visibility of their performance in dealing with Correspondence. The solution needs to provide this information so organisations can improve their performance and improve their Customer service;
Not only will a platform with these features provide benefits such as cost reduction, process efficiencies and improved compliance but it will also provide the organisation with a platform to transform their stakeholder interaction. Having the core platform available which can then be further exploited to move customers away from the paper based interaction and more towards Digital Channels will further reduce costs and improve customer experience. What’s more, having this solution available on a SaaS basis will enable organisations to purchase what they need and to do so without the prohibitive upfront investment.