Lost in Transformation

Over the last 15 years that I’ve been in the telecom industry, I have seen a lot of service providers lose their way as they transform from an analog organization to a digital enterprise. I can see why this happens; it’s a long journey so it’s easy to get distracted or go off track, and there aren’t a lot of service providers paving the way for others.

But there is a way to get from point A to point B: dynamic case management (DCM). It’s a tool that enables organizations to get work done and in my opinion provides three things to help IT leaders stay the course on their transformational journey:

1. Collaboration

Business and IT naturally think differently. Too often the business asks for X and IT goes off and builds Y. Dynamic Case management provides a tool for biz and IT to map out solutions in a common language that both parties understand and it provides a mechanism to define the stages and steps that make up the solution. This ensures that the business and IT are always on the same page and the solution is delivered as expected.

2. Orchestration

Once you know what the steps in each stage are you can now make it happen. In the example of capturing and configuring an enterprise order, case management provides the business with the visibility into the status of a sales or customer order and provides IT with details on all the integration points with third-party systems and other data sources. Roadblocks are identified and resolved early and so impact and cost are reduced.

3. Better ROI

Case Management enables continuous improvement through the visibility of case metrics. Cost and waste can be identified in both automated and manual processes. Through agile process improvement methodologies, the waste is subsequently removed from the process, resulting in faster time to market and better resource utilization. Which means IT can get more done.

But don’t just take it from me. Listen to the executives at Orange Business Services who are using case management for their enterprise order fulfillment. They recently shared the benefits their IT group has realized through case management, including a reduction in the number of applications and related interfaces by half, achieving greater cost benefits as a result, and accelerated time to market by 7%. You can hear their story here (results are discussed at minute 48:06).

If you’re interested in how your IT department can drive meaningful change across the enterprise, case management can help. Download the DCM For Dummies ebook and blaze a trail for others to follow.


Dynamic Case Management (DCM) brings together people and information to get work done. Download Dynamic Case Management For Dummies now to discover how DCM can digitally transform your business.