Vignette Case Manager
Vignette Case Manager enables organizations to automate and manage high value, customer-facing business transactions. Case Manager gives an organization's customers control over when and how they want to interact, whether in person in a branch during business hours, on the phone, or via the Web or e-mail at a time and place of the customer's choosing. Vignette Case Manager makes this innovation possible by allowing organizations to deliver their back-office business processes directly to customers, across multiple channels and in a personalized and consistent way.
Configure-and-Go
Vignette Case Manager can help organizations increase their business agility and improve the customer experience. At the same time, its configuration-driven approach can lower the typical deployment and support costs of such automation. It pre-integrates capture, process automation and correspondence generation technology into a single platform, taking this integration burden away from the organization.
Multi-Channel Interaction
Vignette Case Manager's integrated information capture and correspondence generation enables organizations to provide interactions of consistent quality across multiple communications channels, including the Web, e-mail, phone and postal mail. It supports interactions across all of these channels, forming a hub through which all incoming and outgoing interactions pass. Repository independence enables greater access to customer data by breaking down content silos, which ultimately helps the organization to provide a richer customer experience.
Compliance and Governance
By automating business processes, Vignette Case Manager enables organizations to enforce defined security rules and provide a comprehensive audit trail of every action that is taken on a case. Tight integration between Vignette Records Manager and Vignette Case Manager helps organizations address document retention and disposition requirements as an inherent part of business processing, while simplifying adherence to regulatory requirements and corporate governance.
Features and Benefits
| Online e-Forms | Connect Web forms to processes with simple configuration. Customers can request a service via a Web form (HTML or PDF), all form data is automatically captured, a case started and form data is passed to the case. Reduce data entry errors, enable faster turnaround time, improve customer satisfaction, increase efficiency and reduce the cost of fulfilling service requests. |
| Graphical process modeling | Allow business users to participate in the implementation process through the use of the Vignette Process Modeler. |
| Process initiation | Start processes directly from a Web site or automatically on receipt of initiating documents, and route them to the appropriate business users for processing. |
| Out-of-the-box user interfaces | Help reduce the total cost of ownership and increase business agility by reducing the need to code user interfaces, by relying on highly configurable, browser-based user interface templates. |
| Classification | Automatically rendezvous supporting documents and e-mails, marked with the case identifier or a unique business attribute, to existing cases. Manually attach miscellaneous documents to existing cases or start new cases using the out-of-the-box classification user interface. |
| Case processing | Efficiently process cases using the out-of-the box case processing user interface. |
| Correspondence generation | Automatically generate letters and e-mails from pre-approved templates with data substitution to help improve quality and customer satisfaction. |
| Case searches | Efficiently process call center enquiries using the highly configurable out-of-the box user case search interface. |
| Supervisor functions | Assign supervisors to individual activities. |
| Analytics and reporting | Analyze and report on past business process and case worker performance. |
| Repository independence | Manage Web forms, e-mails, paper forms, letters, statements and other customer-related documents. |
| Security, auditing and records management | Address key governance and compliance needs. |
| Data center fit | Support business continuity, scalability, online backups and 24x7 operations through a fully clusterable Java Enterprise Edition architecture. |
