Highest throughput, full control yet great flexibility
Some processes in an enterprise are repeated thousands of times every day. Some are complicated, involve many steps and people and have different variants depending on their parameters. That’s the realm of case management. On top of IBM FileNet BPM and Alfresco Workflow (Activiti) OpenWorkdesk increases the efficiency of users, managers and administrators alike and helps to industrialize document centric business processes.
The users can fully concentrate on their tasks because in the task lists the most important or overdue work items may be highlighted so that the user easily can identify and open them. For certain cases it may also be useful to simply open the next workitem by pressing a button. For every workflow step, meaning every user (or group) in the process, OpenWorkdesk can present the workitem with a different form that only lists the relevant information and input fields. A short explanation tells what is expected from the user in this step. Besides the document initiating the process (if there was one) the form can also contain links to other documents or eFiles that are relevant for continuing in the process or to make a decision. Hence by this tight integration of process and content the user becomes knowledgeable very fast without the need to collect the information himself. Together with the automatic display of the relevant document this really brings users up to speed.
Managers will like the possibilities offered by virtual group inboxes. Work items from different workflows regardless of the processing state can be displayed in one virtual box. Search and filtering functions allow to drill-down and select work items that e.g. belong to a certain customer or have a certain priority. Thus everything is under control and deviations can be detected before they become critical.
Although Case Management is all about adhering to defined processes, sometimes small deviations or extra tours are necessary in order to get the input from someone who usually is not involved in the workflow but occasionally has to provide some input. With OpenWorkdesk work items simply can be forwarded to the inbox of another user without the need to change the original workflow design. In most cases workflows are started automatically by certain events, e.g. when a new document is scanned and comes into the ECM system or an e-mail that arrives via a common service address. However, sometimes it may become necessary to manually start a process with documents that are individually entered into the system because they were sent directly to an individual. With OpenWorkdesk this is no problem at all. The individual can ingest and index the document using OpenWorkdesk eFile management and than choose and start the appropriate workflow.
OpenWorkdesk Case Management may be used to accelerate processes like incoming mail processing, invoice verification, claims processing or account creation and many others. It boosts the productivity of the individual employees involved in, the managers overseeing and administrators setting up the processes. Overall OpenWorkdesk is the right tool for reducing mouse clicks and streamlining efficiency in high-volume production workflows.