Applying Case Management Using ActionBase

Recently, we wrote about the wisdom of accepting enhanced e-mail as the backbone for case management processes, and the reality that this ubiquitous tool – once improved to offer greater structure and tracking capability – can support workers in their efforts to automate every part of a job.  Case management “brings together people, process and information,” according to Forrester Research, and we see our customers finding benefits to doing that in just about every industry.

In a competitive market like telecommunications, for example, case management enables our customers to respond to complaints in a systematic way that ensures no communication from an unhappy user falls through the cracks.  Whether a user shares his or her problem via phone, e-mail or fax, the workers tasked with handling the complaint can report it, act on it, and easily communicate the results to other stakeholders.

 This systematic collaboration is essential in any situation in which multiple people need to juggle several business processes and a continuous stream of information. 

One of our customers, a large bank, faced such a need during the implementation of an enterprise software solution.  The bank used ActionBase technology to gather data and action items from its many meetings, to deliver status reports, and to ensure the group met its project milestones.  The work was dynamic, it was content- and data-heavy, it was driven by human processes, and it was all managed as part of one cohesive case.

We see many instances of effective case management from our work across industries.  Some examples:

Incident management (oil, gas, and utilities) – Accidents and incidents events are reported in ActionBase, and corrective and preventative actions are assigned to the relevant parties. Stakeholders follow up on these items until completion, ensuring such events will not reoccur.

Corporate decision tracking (financial services, insurance, defense, manufacturing, telecommunications, high-tech, utilities, oil and gas) – ActionBase provides a direct link between board of directors meeting minutes and the processes kicked off as a result of those meetings. This ensures corporate decisions are executed across the organization in order to drive operational excellence, and in some industries, to meet mandatory tracking regulations.

Audit tracking (financial services, insurance, oil and gas, utilities, telecommunications) – Audit committees gain full visibility and control over the entire audit process from a local, regional and global perspective, helping to ensure compliance and regulation adherence, reduce risk exposure and eliminate the need for manual creation of consolidated reports.

Health, safety and environment (HSE) compliance tracking (oil and gas, utilities, manufacturing)HSE compliance audits and HIPPA (Health Insurance Portability and Accountability Act) findings and recommendations are reported to the ActionBase system and tracked using Outlook. Compliance officers gain full visibility and risk awareness, ensuring follow-up on non-compliant areas across different business units.

Global projects (biotechnology, high-tech, telecommunications, oil and gas, utilities) – ActionBase connects locations and provides cross-organizational standardization using one database, overcoming time and cultural differences.

Contract management (telecommunications, oil and gas, utilities) Operational managers and procurement departments use ActionBase to control and govern contracts and deadlines.

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One Response to “Applying Case Management Using ActionBase”

  1. Internet Banking Says:

    @Markus I get your drift on where you were going there. I often think of my past and use it as a means to analyze where I am and where I want to get to. Where I struggel is balancing it all out. How do you guys balance things out?

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