Enabling a 360 degree view of customers to deliver best-in-class experience was the motto of the Case Management seminar we hosted on 19 October in Belgium.
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Enabling a 360 degree view of customers to deliver best-in-class experience was the motto of the Modern Case Management with Alfresco seminar Amplexor hosted on 19 October in Leuven, Belgium. Over a networking lunch, Bert Moons, Senior System Engineer at Alfresco joined our ECM team represented byHans de Bal and myself, together with a full house audience to discuss the latest case management trends and how technology is keeping pace with rising customer demands.
Following a welcome address by Sylvie Versteylen, Executive Vice President DXM/ECS at Amplexor, we started by examining the three major trends driving the transition from prescriptive workflows to assistive case management. Regardless of the business sector, (1) automation is changing the nature of work, (2) business processes cannot keep up with ever-changing business practices and (3) have become more collaborative, dynamic and information-intensive.
Adaptive case management today is empowering companies by providing a centralized and transparent insight into case progress and KPIs for all stakeholders involved, while managing data, documents, activities, rules, milestones and outcomes. But the future of case management can even go further, by integrating employee experience with customer experience, predictive analytics, and more advanced configuration platforms.
Bert showed how the Alfresco Business Platform uniquely blends Content Management with Business Process Management (BPM) and governance to build a strong foundation for businesses’ case management applications, such as the Amplexor Case Management Framework presented by Hans. Our expert detailed the capabilities and features of this framework, focusing on the 360 degree case view, personalized dashboards and reminders, full history log of activities and workflows and other configuration options.
The presentations and demos raised several questions from the participants, which were keen to discuss their own organizations’ internal processes and information structure to determine what their problem areas were and where they could invest to optimize in the future.
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Tom Laureys is Solution Director ECM at Amplexor based in Belgium. For the past 10 years, Tom has been helping clients across industries find the right technology to effectively digitize their business processes and improve collaboration and productivity. His combination of strategic thinking and expertise in a range of platforms - from Alfresco and Documentum to SharePoint and Office 365 – grant him the capacity to capture new trends on the market and turn them into solutions for our customers.