Case management success stories – are you next?

When we say case management is all about the customer, we mean it. Case management solutions have a direct impact on internal and external customer experiences – from better service to faster incident resolution to more accurate investigations. And for us at Hyland, we’re constantly amazed by the things our customers are achieving with case management capabilities.

In fact, for the fourth year in a row, OnBase by Hyland customers have been recognized with Global Awards for Excellence in Case Management from the Workflow Management Coalition (WfMC). While their solutions differ, 2017 award-winners the University of Notre Dame and the University of Northern Colorado shared similar success in improving service, enhancing employee productivity and better managing key information.

The University of Notre Dame: Turning the dial on student advising

For the University of Notre Dame, case management capabilities equip advisors to effectively manage student interactions and improve the advising experience for first-year students. Before pursuing a case management solution, the university’s First Year of Studies (FYS) was plagued by paper and information silos. Advisors managed key student data in 18 separate Access databases and stored related content in spreadsheets, folders and physical file cabinets.

Unsurprisingly, these methods impacted service, visibility and data integrity.

Already using OnBase to digitize admissions, Notre Dame turned to the platform to simplify its FYS advising processes and better manage student records. The university rapidly configured a flexible application leveraging case management, process automation and other capabilities without relying on custom code.

Now, advisors have one place to go to access and manage all first-year student information and related content, including admissions documents and real-time data pulled from Notre Dame’s student information system (SIS). With a complete view of each student, advisors can provide better service and maintain more relevant relationships with students.

“With our OnBase case management solution, we were able to elevate the quality and efficiency of our advising processes and interactions,” said Julia Bruckert, applications development specialist at Notre Dame. “With greater visibility and access to complete student files, advisors spend less time manually filing and searching for information. This enables them to focus on what’s truly important — providing excellent support for students.”

Click here to learn more about Notre Dame’s case management success.

The University of Northern Colorado: Transforming contract management processes campus-wide

Fellow award-winner the University of Northern Colorado (UNC) leverages case management capabilities to bring visibility, compliance support and control to its campus-wide contracting processes.

Previously, the process was plagued with paper and inefficiencies. Requests arrived in various ways from different departments across campus and often lacked all needed details and critical documentation. Once submitted, requestors had no visibility into the status of their requests at any given time, impacting customer service and slowing decision-making. Even the contract team struggled with visibility, leading to duplication of efforts and difficultly prioritizing workloads.

“We had a very inconsistent process for managing contracts on campus,” said Cristal Swain, assistant legal counsel and chief procurement officer at UNC. “There was a lack of transparency. Nobody really knew where anything was in the process.”

To solve these challenges, UNC took a case-based approach to contract management, bringing visibility, compliance and control to its campus-wide processes. The university implemented a robust case management solution in less than four months from discovery to go-live. With its solution, UNC treats each contract request and all supporting information, tasks and activities as a case – improving the entire contract lifecycle, from request to contract execution to renewal.

“OnBase provides a 360-degree view of all contract-related information and supporting documents, giving us more awareness and control throughout each stage of the contract management process,” Swain said. “With over 300 users across the university and the capability to manage 15 different types of contracts, the solution positively impacts every area of campus with contractual needs.”

The solution improves the experience for “customers” or requestors campus-wide, enabling them to see the status of each request easily. It also benefits the university as a whole, increasing contract compliance and mitigating risk.

Click here to learn more about UNC’s solution.

What can you take away from these case management success stories?

While both winners above are in the higher education space, many of their successes and recommendations are relevant for any organization, regardless of industry. As you start to envision the possibilities for a case management approach, keep these tips in mind:

  • Look for signs of information silos

Before turning to a case management solution, Notre Dame and UNC both struggled with information silos and inefficient ways of managing information: Notre Dame was using separate Access databases to manage student data while UNC relied on network folders on a shared drive to track contract versions.

Identify areas in your organization where employees are leveraging these tools, as well as methods like antiquated Lotus Notes databases and scattered Excel spreadsheets. These could be opportunities for a better approach leveraging information-centric case management capabilities.

  • Truly understand your knowledge workers

Notre Dame and UNC created intuitive solutions that empower their employees to make better decisions while replacing tedious, inefficient methods. Your knowledge workers – whether advisors, contract administrators, project managers, customer service reps, etc. – hold the key to a successful case management solution.

Evaluate how they’re completing their work today; the information sources they’re accessing; and the steps they’re taking to fulfill requests, resolve issues and investigate situations. Find out with whom they collaborate, how they’re communicating with those individuals, and the challenges they face in completing tasks. Use these requirements as you plan for and design your solution. Also, keep your knowledge workers involved throughout the process, leveraging their feedback for continuous improvement.

  • Consider the value of a low-code solution approach

Both award winners benefitted from the point-and-click configurability of their low-code enterprise information platform – rapidly building solutions without relying on time-consuming custom code. For UNC, this equated to only four months from solution design to go-live. For Notre Dame, this meant a tailored application with more features and functionality in even less time.

When you’ve identified the need for case-driven or other business applications, consider a low-code, configuration-based approach rather than custom development or purchasing discounted off-the-shelf solutions.

  • Think toward the future

After their initial implementations, both universities saw the potential to use their platform’s case management capabilities and the underlying information, data and documents in other areas throughout campus. Even as you’re solving one particular business problem, think toward the future and envision how you can maximize your technology investment to meet needs organization-wide.

And a bonus: If you’re joining us in Las Vegas next week for our annual end-user conference, CommunityLIVE, you’ll see an entire track dedicated to case management. Across more than 20 sessions – from hands-on training to industry-specific content to customer panels – you’ll have a chance to explore all about case management and network with peers who have embraced the approach. Check out the agenda here.

Need more inspiration? Click here to learn more about the power of case management capabilities and how your organization could benefit. You can be the next success story.

Amanda Ulery

Amanda Ulery

In her more than five (wonderful) years at Hyland, creator of OnBase, Amanda Ulery has taken on the mission of sharing the business value of OnBase with anyone who will listen. A proud member of the product marketing team, she has a background in integrated marketing, the stubborn focus (and eye for detail) of an ex-journalist and the goal of helping the world realize how OnBase can truly transform the way we work.

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