IBM Case Manager

Always available platform for knowledge-based action

Using leading solutions and proven best practices, Fairfax, an IBM partner, is equipped to assist organizations with practically any case management scenario, in nearly any domain, to improve management of disparate types of data and bring more cases to completion, increasing KPI's.

Right Information + Right Place + Right Decisions = Better Business Outcomes

Knowledge workers need to manage paper-based documents― such as letters, faxes and contracts―as well as e-mail, instant messages and other electronic communications to obtain a comprehensive, 360-degree view of a customer’s case. For some organizations, there is an increasing need to manage important case information―and associated processes, decisions and other artifacts―for legal or compliance reasons.

Regulations, set forth by the government may demand that both current and archived case information be readily available to auditors or the public. Because information is often contained in multiple formats―including letters, faxes, contracts, e-mails and instant messages―making it available can prove difficult and costly, as well as expose companies to risk. This process is often inefficient and time consuming.

To better manage risk and help address compliance, organizations should leverage a case management solution or strategy that automates regulation management processes and handles the entire case life cycle.

The advanced case management strategy from Fairfax, an IBM partner, unifies information, processes and people to provide a 360-degree view of the case. It relies on information, processes, advanced analytics, business rules, collaboration and social computing to help drive more successful, optimized case outcomes. Our solutions are designed to help deliver key case management improvements like insight, responsiveness, flexibility, better customer service and regulatory compliance.

The right case management strategy and solution can provide insight across an entire case load and identify patterns that could affect outcomes across departments. Content analytics may even deliver insight into specific products or services that are frequently the subject of case exceptions.

Automation has reduced repetitive work, so some knowledge workers consistently handle cases that are less structured, are more ad hoc and require more skills and interaction with specialists and subject matter experts (SMEs). Often, the handling process can be visualized only after it is completed, requiring a dynamic way to handle the case while it’s still in process. A flexible and dynamic case management strategy can enable organizations to handle more cases and exceptions, without growing headcounts, by better managing the processes associated with case management.