What is our primary use case?
We're in the process of implementing it for what we call a product plan approval process. It's going to be used by project managers to submit their product plans to our department that will then go on and approve them.
For example, if they want to produce a pamphlet, or a website in support of a particular objective, they will hit our product plan system to input what they want to do, what they want to produce, and then it will go through an approval process. Then they'll be able to produce it in whatever languages they decide that they want to produce it in. It's more an approval workflow that we're using it for.
We will also use it for integration back to our product lifecycle management system, as well for our materials management division.
How has it helped my organization?
It's a lot simpler than us doing in-house development of it and managing it, so that's part of it. But the overall improvement I'd say is through the ease of automation, it takes away a lot of manual processes.
What is most valuable?
The workflow. I would say the workflow is pretty good. Also, the flexibility of being able to create custom objects with a lot of domain-specific attributes that we follow.
What needs improvement?
One of the things I know is a bit of a challenge for them - because I know that it lives on top of FileNet, so it's not necessarily living on top of a relational database, per se - is that we also are using it as our system of record for our language management and our language definitions. I know that that was a little bit of a challenge, just because of the underlying architecture.
For how long have I used the solution?
What do I think about the stability of the solution?
So far, so good, but we're also very new, in this implementation particularly.
What do I think about the scalability of the solution?
I still don't know about the scalability yet.
How is customer service and technical support?
We've been using an implementation vendor to help us get rolling with it, a company called Vega. They've been very helpful.
How was the initial setup?
I was involved in a lot of the planning, and specifically for the technical aspects of it, integration and data migration. It seemed pretty straightforward.
What other advice do I have?
When selecting a vendor what's important are the
- service, response
- name and reputation.
We definitely look for somebody that we can trust, that understands our vision, that is reliable, that really is going to do their best to kind of help meet our needs without necessarily trying to push us into a corner.
I would give Case Manager a seven out of 10 at this point, because I think there has been some challenges with trying to get the language library. I know that we do have some individuals that do need to come up to speed on it technically, and the only onsite training for Case Manager is in Europe, there is not a lot of US-based training. So they have to do all their training online rather than being able to go and have a good bootcamp-style training somewhere nearby.
In terms of advice, I would say use our partner, Vega, because they've done a really good job. It's been, honestly, one of the quicker implementations that I've been part of, overall. They've done a really good job coming in and understanding our business scenario, our business case; the speed of delivery is actually really impressive. We're going to be going live either end of this month or beginning of next month. It's been six months to replace something that has been broken into two different pieces that we're merging into one, but that have been parts of solutions that have taken us much, much longer to put together.
Which version of this solution are you currently using?