EXECUTIVE BRIEF

OpenText™ AppWorks for

Dynamic Case Management
A simpler way to manage complex interactions between
people, content, transactions, and workflows

The next wave of productivity gains will come from BENEFITS

empowering digital workers to handle scenarios with • Improve case outcomes and time
dynamic and unpredictable interactions between to resolution: Connect caseworkers
with the information, knowledge, and
people, processes, and content. The dynamic case people they need to resolve cases
management framework in OpenText AppWorks gives • Drive productivity gains: Reduce the
organizations a faster, simpler way to bring consistency effort needed to create, track, and
manage cases
and efficiency to these types of processes.
• Meet service level agreements with
ease and predictability
• Improve user productivity, process consistency, and case outcomes by orchestrating
interactions and workflows across multiple systems of record
• Increase customer and user
satisfaction: Maintain
• Connect to relevant systems and content repositories to provide context to
flexibility to adapt processes
each case
to individual circumstances
• Model cases the way subject matter experts naturally think about them,
especially since they often do not follow a single, predictable path
• Take advantage of a low-code application framework to go live significantly faster
and iterate more frequently
• Seamlessly automate the routine parts of your processes with a single solution for
case management and traditional BPM

Going digital – it’s not just about routine

business processes
Cases, which involve complex interactions between content, people, transactions, and
business or regulatory policies, offer the next big opportunities to improve productivity
and deliver amazing customer and employee experiences. Case-like processes often fall
into the following categories:
• Incident management, for example, responding to a complaint or processing an
insurance claim
• Service requests, for example, customer onboarding
• Process-through decision, for example, underwriting a loan

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EXECUTIVE BRIEF

At the same time, competitive pressures and regulatory require-

ments are driving the need for efficiency and consistency in
unstructured knowledge work.
Caseworkers need both context and flexibility
The less structured the process, the more the specific case’s
information determines the next best step. In most organiza-
tions, that information resides in multiple enterprise systems and
content repositories.
In order to effectively support their caseworkers, organizations must:
• Bring all of the relevant information for each case together in
one user experience
• Orchestrate interactions and workflows between the
underlying systems behind the scenes, while maintaining
integrity of the systems of record
• Allow workers to modify case progression and initiate ad
hoc tasks based on the tasks at hand, unlike the structured
processes in traditional business process management (BPM)
Moving beyond content management: decisions dictate
the process
Cases typically tap into a core set of documents and other enter-
prise content. However case management differs from content
management in that the case lifecycle revolves around the
process or set of decisions, not around the document itself.
information integrity and adding metadata to track progress as
Since a case may include different documents at different stages,
the case moves from stage to stage. Case metadata might include
it iscritical that the case management solution seamlessly inte-
case ID, status information, or audit trails.
grate with the appropriate content management capabilities—as
well as bringing in structured data from enterprise systems. With OpenText AppWorks, the document or structured data stays
in its system of record, while OpenText AppWorks manages the
High-code applications put the burden on developers task work related to that document or data. Cases can also take
Traditionally, most dynamic case management applications have advantage of OpenText AppWorks’s process-driven master data
been created with custom development or high-code business management (MDM) capabilities for access to synchronized data
process management solutions. However, developers may not from disparate sources across applications, departments, and
have enough domain knowledge to translate process maps geographies.
created by subject matter experts in the business. Likewise,
Gain more value from content management systems
business users may not adequately articulate their requirements
to developers. OpenText AppWorks integrates with OpenText™ Content Suite
Platform, enabling seamless processes for capturing information
Either way, dynamic case management requirements can get
as part of a case, managing that information, and formatting it
“lost in translation” if business users and developers use differ-
appropriately for outgoing communications. For example, auto-
ent toolsets for their work. Traditionally, about half of the rework
mated content capture might initiate the case and its closure
on a typical project can be attributed to missing or misunder-
might trigger the system to format outbound communications
stood requirements.
to a customer. Content and actions sit side by side in one user
Domain-specific solutions sacrifice flexibility experience, just how people actually work.
Many critical business processes, particularly those that differenti- Give power to the people who know the process
ate, are unique to you. While domain-specific applications work
OpenText AppWorks employs a low-code application
for standardized processes like regulatory compliance, they do so
development approach that supports “information-driven design.”
by limiting flexibility and applicability to different business needs.
Business owners who are experts on the process can think about
Not every case management application can meet its adoption
information first, followed by how the process needs to flow.
goals under those constraints.
With OpenText AppWorks, business owners can build the process
Orchestrate interactions and workflows across multiple models while developers focus on integration. They can even
systems of record configure integrations via drag-and-drop once developers build
The case folder—which operates just like a physical folder—gives the appropriate web services API calls. The OpenText process
caseworkers quick access to all of the relevant information no engine can trigger micro-transactions, from displaying information
matter where it resides. OpenText AppWorks orchestrates all of for an account name to ordering a credit check, via its REST and
the information flows between systems of record, maintaining web services APIs.

1 http://www.techrepublic.com/article/the-requirements-translation-challenge-can-you-meet-it/

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EXECUTIVE BRIEF

Dynamic case management solution details:

Enabling the next generation of digital OpenText AppWorks offers:
workers involves: • An information-centric paradigm for modeling cases
• Dynamic and unpredictable interactions • Low-code application environment, with a framework for
• Ad-hoc scenarios providing common elements such as lists, dashboards,
navigation, or forms along with a compositional approach to
• Guidance, not control
specify functionality
• Knowledge, not process, driving
• Connectivity layer that gives subject matter experts drag-
case resolution
and-drop access to information in database-based systems
• Access to multiple systems of record, both and content repositories that serve as “systems of record”
database-based systems and unstructured • Integration with OpenText Content Suite – seamlessly
content repositories
capture information as part of a case, manage that information,
and format it appropriately for outgoing communications
• Runtime evolution: Enable business users to augment
Go live quicker and iterate faster the case with tasks, checklists and SLAs ad hoc as they are
Entity modeling offers an application development platform that: handling it, enabling an individual case to evolve beyond the
• Speeds the time to market for new applications original structure specified for its case type.
• Simplifies effort required to modify and update processes • Data-driven decision support: Use rules to help
caseworkers come up with next best action. The system
• Allows for experimentation.
guides them on what action makes the most sense based on
• Contains fewer points of failure an analysis of historic events within similar cases.
• Offers simpler change control for new releases. • Case statistics and metrics for out-of-the-box process
Because entity modeling makes it much easier to add functionality monitoring, reporting on process health, tracking case
over time, you don’t have to anticipate every possible requirement throughput and statuses, and managing open issues
in your first implementation. • Support for web services
Seamlessly automate routine processes • Governance and versioning: Tie projects to source
With dynamic case management, more structured processes often control systems, control deployments, and report on
precede a case or follow its closure. Since OpenText AppWorks what has changed
supports both traditional BPM and dynamic case management, • Built around the Case Management Model and Notation
you can optimize your entire process, not just the case manage- (CMMN) standard
ment component.
Case metrics and statistics
OpenText AppWorks also offers process intelligence, so
that business owners can effectively monitor processes and
manage exceptions.

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