How do you handle increasing volumes of information in your business? How do you get information from multiple channels into one process for case management? And how do you get insights from all the information you have?
These are some of the questions explored in our recent webinar ‘Demystifying Smart Process Applications’ with AIIM President & CEO John Mancini.
Mancini has researched and written widely on the topic of “information chaos” and says the issues with information chaos are being caused by “consumerization, cloud and mobile, and the internet of things.”
Listen: Hear a webcast of the full webinar with John Mancini
He believes that part of the solution lies in connecting business systems of engagement with the systems of record – and says smart process applications offer a promising step forward.Image may be NSFW.
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“Basically the premise is this … when you look around at what is going on in the marketplace and when you talk to CEOs, you sense a real frustration with their CIOs and their IT infrastructure.
“Fifty-seven percent of CEOs expect the IT function to change really dramatically over the course of the next three years, and smart processes are at the heart of what this is all about.”
In the 50-minute webinar he describes smart process applications as: “A new generation of applications that use computer intelligence to extract context-relevant information from the content associated with a business process, and use it to select, modify or re-direct the next steps in the workflow.”
An important aspect to smart process apps is that they are helping tackle more human-centric processes. Transactional processes have already been automated in many ways, but less-straightforward processes that involve multiple paths and a wide variety of outcomes are the ones most in need of these applications.
In the webinar, Mancini poses four key questions that business leaders need to consider when approaching the issue of information chaos.
1. How do I minimize the risk of information chaos?
2. How do I automate our processes?
3. How do we use information to engage?
4. How do we extract insight from information?
He adds that fixing these broken processes needs to be done “a little bit at a time.”
“The challenge we have in this industry is that people will try to boil the ocean immediately.
“The way to think about this is, strategically in terms of the platform you are going to use …and then take them process by process and try to pick some to start with that have enough credibility to build a business case for proceeding, but not so critical that it will become a make-or-break case to start with.
“So, figure out the platform questions and then start little-by-little to build a success case by individual business processes,” Mancini said.
In our Smart Center you can watch the full webcast with John Mancini including research findings and a detailed use-case of smart process applications in operation.
There is also a complimentary research paper, a reference case and free consultation available – which is perfect for shared service center and BPO leaders, and anyone involved with improving business processes.
