Category: Adaptive use of Case Management in Knowledge Worker Innovation

Situation

• Midsize company provides vehicle fleets with fuel cards and financial services
• Marketing department struggling with coordinating activities across 9-person team
• Keeping track of dozens of ongoing/overlapping deliveries
• Searching for two years to find a tool to support collaboration dependencies

Implementation & Innovation

• Structured, but flexible coordination of multiple deliveries against tight deadlines
• Knowledge workers make and track commitments through delivery
• Easy linking of task dependencies
• Seamless integration with pre-existing CRM and document management system
• Self implemented within 30 minutes
• 15 users handling dozens of deliveries/mo
• "100% user commitment" to new practices

Benefits

• Visibility across all projects by whole team
• Improved coordination and on-time deliveries
• Improved efficiency and execution
• Clear accountability and follow up
• New work practices support making and keeping explicit delivery agreements