A large government organization is in the process of modernizing its systems to provide better services to its members. As part of this Modernization effort, Prolifics and Atrium are helping the customer in building an enterprise case management solution leveraging IBM Lotus Forms to capture the member inputs in electronic format and submit it to IBM Case Manager for further processing. Members can also view the status of the case using the Self Service Portal deployed in IBM WebSphere.
The initial Phase of the project is focused on allowing Members to logon to submit their request over the web either from PC or other web enabled devices like smart phones, tablets, touch pads, etc. Members can have a 360 degree view of their service requests and collaborate with their service provider for processing their requests.The turnaround time for processing member service requests is reduced from weeks (using paper request) to few days (using electronic forms).
The Solution
IBM Case Manager is an enterprise class collaborative case management system that provides a 360 degree view of any case that is being worked upon. Information flow to and from the case management system can be from multiple sources. Case Management systems are predominantly viewed as an internal application to be used by knowledge workers and the management in an organization. Customers normally do not have access Case Management system. In order to provide a seamless integration between the customers and the Case Management system a self service application is required. Self Service Applications could be internet enabled web applications that have seamless connection to the Case Management System. The IBM Case Manager provides industry standard interfaces to enable such Self Service Applications to communication with the Cases and their data.
Results:
In today’s electronic world, any organization that serves its customers should have a means of communication to provide higher levels of service. Gone are those days where customers use to make phone calls or visit a customer service center to get their work done. Today customers are using electronic mediums like PCs, mobiles, tablets, kiosks, to keep track of the service requests and perform their tasks. Need therefore arises to build self service applications which can be served across multiple web enabled platform. These applications should be intuitive and time sensitive to information that customers need.
About Atrium Solutions
With offices in California and Asia-Pacific, Atrium is a privately held company led by a seasoned management team with proven industry success. Atrium’s technology team possesses more than 100 years of combined ECM/BPM experience with industry leading products from IBM and Microsoft. Atrium’s subject matter experts provide comprehensive domain expertise and assist customers in all of their ECM/BPM implementation efforts. From business process analysis to custom project implementation, the award winning Professional Services Team tops off the solution guidance offered by our industry experts. Real-world, domain-specific implementations allow Atrium to add new tools and templates as well as enhance the existing ones. This on-going evolving cycle positions Atrium as the most complete ECM solution provider that can ensure the client’s success by efficiently and cost-effectively delivering best results.
For more information, please visit www.atriumsolutions.com or email info@atriumsolutions.com Tel: (949) 334-3530.
