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Adaptive case management with Doxis4

Adaptive case management with Doxis4

Flexible processes thanks to the right information

Processes and tasks often don’t follow a set routine – and this can be a major problem for many employees in their daily work. When you have several people working on a process, or when your process is centered on your customer (and their changing demands), you need flexibility – not rigid process structures. Decisions have to be made based on the situation, which influences the course of the process, as often observed in customer negotiations, claims processing and complaint management. Sure, you can predefine parts of your process. But as soon as, for example, your customer starts to make special requests (like product adjustments), your nicely defined processes suddenly aren’t enough. That's why knowledge workers need to be able to decide for themselves what the next step of a process should be. To make the best possible decisions, they have to be able to draw on case-related information such as offers, contracts or customer data. The process models of classic business process management (BPM) fall short here – they are too inflexible and hard to adapt. They need a solution that helps them meet their objectives while also providing the necessary freedom to make decisions based on reliable information in a flexible process. The solution is adaptive case management.

Your benefits

  • The best possible solution through bottom-up modeling
  • Context-related information for sound decision-making
  • Access to information and processes via eRecords
  • Maximum flexibility without losing control
  • Adaptive and normative processes on one platform
  • Replicable and adaptive processes
  • Comprehensive case and task reports

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Ärztliche Verrechnungsstelle Büdingen

The Ärztliche Verrechnungsstelle Büdingen uses the archive, DMS, eRecords, workbaskets, workflow, Capture and SmartOffice Plus from the Doxis4 iECM Suite.

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Deutsche Bahn AG

At Deutsche Bahn, Bahn Content Management (BCM), which is based on Doxis4, implements customer-specific applications for several thousand users across the group.

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DHL Express

Since 2010, DHL has relied on a uniform, company-wide DMS solution based on Doxis4 to create one of the largest commercial document archives in the world with the help of its partner, HP.

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DEGES Deutsche Einheit Fernstraßenplanungs- und -bau GmbH

It’s DEGES’ responsibility to plan traffic routes economically, to steer projects cost-consciously, to streamline construction measures, and much more.

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BPM with Doxis4

12 reasons to choose BPM with Doxis4

Take the digital business transformation to the next level. Find out more about the innovative potential that Doxis4 brings into your digital business process and information management. We were the first ECM vendors to unite ECM and BPM on one unified service-oriented technological platform.

Agile business processes have drastically changed the requirements of companies: a modern BPM solution needs to be easily and intuitively adaptable to each task. The new Doxis4 BPM solution makes this a reality and offers all kinds of extra benefits for your business processes. We have highlighted a dozen of them for you here.

To the free brochurePfeil

Case processing that goes beyond predefined process models

The Doxis4 iECM suite offers adaptive case management for flexible case processing that goes beyond predefined, rigid process models. Instead, it allows you to define dynamic processes — like those in product development, tenders or risk analyses — either ahead of time or while they take place. Case processing in Doxis4 taps into all corporate data, documents, records, tasks, and more, giving knowledge workers a constant flow of information to make the best possible situation-based decisions. Let’s say your customer asks for a product adjustment. After entering the customer number in Doxis4, you immediately see all customer-related information (contracts, offers, contact partners, etc.) and processes (for invoice approval, offer submissions, etc.), in addition to information from ERP and CRM. The result: better customer service and happier customers.

With adaptive case management, normative activities, e.g. routine processes, can be predefined, combined and extended with optional and dynamic processes. This enables knowledge workers to flexibly and individually determine the next steps of processes at any time. This also allows them to react to market requirements and customer wishes and to overcome problems in project work.

Combining linear and flexible processes with the benefits of a company-wide document management system, Doxis4 reveals one of its key strengths: adaptive case management. Focused on dynamic processes and on facilitating collaborative work, adaptive case management supports case managers with information tailored to their needs, whether it’s for making decisions or for closing a case.

Flexibility and total control

Only one BPM software makes case-oriented work possible by providing both structured and situation-based decision support: Doxis4. Not only does it effectively bring together both process approaches, but it also gives you a high degree of flexibility and control. Knowledge workers maintain a clear overview of the status, roles and responsibilities, dates, subtasks, decisions and workflows throughout the project — even when working with dynamically modeled subprocesses or when there are deviations in predefined process models. They always see which tasks are being processed and by whom, which deadlines have passed, and what the current status is. Doxis4 logs each modification made in documents, records or processes – proof that compliant flexibility is no contradiction in terms.

Best practices

While process models in classic BPM are primarily predefined, in adaptive case management, they can also be defined from the bottom-up. According to the bottom-up approach, the course of the project determines the process model, not the other way around. This allows teams to bypass problems that arise during a project; processes are not slowed down. With adaptive case management, businesses can take what works best in one project and apply it to other projects. Case and task analyses and reports enhance case management here.

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Case processing that goes beyond predefined process models

Abilities and strengths of adaptive case management with Doxis4

Adaptive case management with Doxis4
  • Connect information with processes

    Doxis4 links data, documents, records and processes and provides them in the right context. In doing so, knowledge workers have the information basis they require to make good decisions throughout a process. The knowledge workers always decide for themselves if the content (e.g. document content) or the process should be the starting point for case processing.

  • Replicable processes

    Why keep reinventing the wheel when Doxis4 can replicate what works well in current processes and apply it to completely new processes or even standardize it? Every process gets its own model, even if it is only made up of various tasks. This is design by doing, which focuses on the user, not on the process.

  • Flexibility and traceability

    Just because you take a flexible and case-based approach doesn’t mean you have to sacrifice compliance, transparency and traceability. In Doxis4, all activities, decisions, notices, accesses to information, statuses, responsibilities, dates, etc. are seamlessly logged to guarantee traceability and compliance.

  • Usability

    Maximum usability with minimum complexity — these are the guiding principles of adaptive case management with Doxis4. Without any programming expertise, you can make adjustments to the process model and allow for deviations from the original process course. All this can be done via Windows, mobile or web clients. In other words, the changes your customer requests in a meeting on site can be directly passed on to the project team for immediate implementation.

  • Room for collaborative work

    With Doxis4, companies can plan collaborative projects flexibly and situation-based, factoring in dates, priorities, processors, documents and information. Knowledge workers can model any number of subprocesses and dependencies via subtasks, which enables them to run processes either sequentially or simultaneously. They can also integrate external and internal experts and partners into the process in these subtasks.

Adaptive case management: What does this mean?

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