Decision Management Systems: A Practical Guide to Using Business Rules and Predictive Analytics

2. Your Business Is Your Systems

Many organizations regard information systems as a necessary evil. Information about customers must be managed, orders must be stored so they can be retrieved and tracked, and so on. They have a perception of themselves and a go-to-market strategy that does not reflect their information systems. They may have a poor CRM system, but they pride themselves on delivering excellent customer service. Their claims processing system may be antiquated and out of date, but their claims adjusters are excellent. Every application may have to be reviewed manually, but they take a great deal of care in how they train case workers to make sure that the eligibility of each application is assessed accurately.

This approach is ...