Case Management and Content

Why content is key in case management solutions

Content management and case management. When it comes to managing dynamic, unpredictable work at your organization, the two really go hand in hand.

Do your knowledge workers have to deal with a lot of unstructured content like documents and emails when working on a case, resolving an incident or handling a request? If that sounds familiar, then content management capabilities could go a long way toward adding context to cases and making the lives of your knowledge workers much easier. A content-enabled case management solution:

  • Provides a single, central location for all content and information surrounding cases
  • Empowers knowledge workers with all unstructured content to make decisions, handle requests and resolve issues
  • Increases the control and visibility you have over your organization’s case-related content

 “There are a lot of applications for case where the information you collect is really fundamental, and keeping that for the entire lifecycle of the case and keeping that organized and being able to search and to find it is really, really critical,” said Craig Le Clair, VP and principal analyst at Forrester Research in the above video.

To learn more about how content and case management go hand in hand, download The Forrester Wave™: Dynamic Case Management.