How is DCM different from the current process?
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DCM moves new case management from an email-driven process to a structured digital experience.
Current Email-based Process |
Digital Case Management |
|---|---|
New cases can be created by emailing Support |
New cases are created through expereoOne or API V2 |
Case conversations are primarily managed through email threads |
Case communication is managed digitally |
Additional people are typically included through email CC |
Watchers can be added to keep relevant people informed |
Updates and attachments are exchanged through email |
Updates and files are associated with the digital case |
Case information may need to be followed across email conversations |
Case information and history are available through the digital case |
Email is used for case communication |
Email notifications keep users informed about digital case activity |
The result is a more structured case management experience with improved visibility of case progress and communication.
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