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The Impact of Dynamic Case Management on The Customer Experience

Victoria Ebel, Appian
October 27, 2016

When knowledge workers have greater insight and are better equipped to address ad hoc work, the result is a better customer experience.

This simple but powerful key finding emerged from the recent survey conducted by Forrester Research across 130 business and technology leaders.

Yet, while organizations seek to provide their knowledge workers with the technology they need to manage risk, protect from fraud, and resolve customer issues for a superior customer experience, many fall short of their objective.


Providing a seamless customer experienceis practically impossible when dealing with a plethora of disconnected systems and business processes. Sorting through disparate information makes answering questions, solving problems, and preventing risky activity challenging at best. And the lack of sound data computing and organizing is ultimately hindering efforts to prepare for the future of the customer, and the company.

As Forrester found:

"Great customer experience (CX) means meeting customer needs across all interactions. In order to achieve this, organizations need to both capture and leverage customer context to gain a broader view of the customer. Many firms, however, struggle with connecting the dots between customer touch-points, losing sight of the customer journey and falling short on their ability to deliver memorable experiences."

To be successful, it is imperative for companies to improve customer satisfaction and retention, lower risk, and improve operational efficiency. With this intimidating to-do list, it can be difficult to decide on a solution. Find out how dynamic case management can be the solution that drives your customer journeyÖand more.

Still not convinced that dynamic case management can help?

Case Management provides:

    • A Single Unified System

    • Information Tracking

    • Business Process Automation

    • Content Management

    • Workforce Mobility

    • Records Management

    • Business Intelligence and Reporting

Further, implementing a single dynamic case management platform allows businesses to have more deep and focused information. This leads to greater insight into the needs of the customer, improving their overall journey. Having better coordination across systems also helps give a full picture of data to decision makers, enabling faster and higher quality action.

Forrester also found that a dynamic case management deployment model that has both on-premise and cloud offerings helps to ensure customer satisfaction. Cloud integration brings with it enhanced flexibility, providing customers with case management in any environment with access to new capabilities and faster upgrades. Having cloud BPM deployment also aids businesses in gaining agility, and providing them the ability to experiment and innovate. This helps institutions stay ahead of the competition by speeding time-to-market.

Want to learn more about the benefits of dynamic case management and the added benefits of cloud deployment? Read the Forrester study.

In the Financial Services sector? Then be sure to also check out our Appian eBookWant to Accelerate Your Customer Journey? Don't Wait on These Three On-Boarding Improvements.