WorkDynamics Celebrates 10 Years

Back in July 1998, WorkDynamics Technologies acquired the CCM division of DOMUS Software. Now, 10 years later, WorkDynamics continues to serve its original correspondence management clients and has expanded its business to include the management of many other kinds of business processes.

WorkDynamics would like to take this opportunity to thank its customers for their continued support of the CCM product suite and of our company. Here's to the next 10 years!

ccmMercury Version 5.2

By now, all those of you with valid maintenance contracts should have recieved your copy of ccmMercury Version 5.2.

For more information on the features of this release, please visit the Version History page on our website.

ccmMX Exchange at Agriculture and CFIA

WorkDynamics recently released a new prodcut, ccmMX, which allows organizations using ccmMercury to share data between two different ccmMercury databases. For more information, please go to the ccmMX Exchange page on our website.

U of T acquires ccmMercury

The University of Toronto will soon be managing its correspondence using ccmMercury. Welcome to the CCM family!

The 10 Commandments of Correspondence

This is an on-going series of excerpts from the WorkDynamics whitepaper titled "Managing the Correspondence Touchpoint".

4. Thou shalt route each item of incoming correspondence to the correct persons according to the type of correspondence thereof.

Not all incoming items of correspondence are the same and different categories of items require different processes to handle them. Some letters require a form response letter, some a personalized response, others need an "official" response, and some may require no response at all.

The first processing step is to read enough of the content of the correspondence to understand what level of response is required and then to assign it to someone who will handle it. This routing of items to different people can be very simple or quite complex. A well-designed correspondence management system will offer several levels of routing:

• Ad-hoc routing allows people to say, "this needs to go to Fred first and then to Mary" and insert that routing into the process "on the fly".
• Template routing allows you to give a shorthand name to the standard processing steps for a given type of correspondence, such as a "Complaint letter". Assigning a new incoming item to the "Complaint letter" routing then automatically assigns it to go to David first, then to Sam and finally to Robin. Templates also mean that the person doing the routing doesn't have to know that David moved to another job and now Alex is taking over that role - they still just assign it to that routing template and it's done properly.
• Intelligent routing gives you the ability to have the routing dynamically change based on your specific business rules. (This is powerful enough that it has its own commandment - see Commandment 6 for more details.) For example, a business rule might say, "If this application is for more than $10,000 it also gets routed to the Vice President for approval after the Director has approved it."

Real world correspondence processing requires all three types of routing and you should expect that kind of flexibility from your correspondence management solution.

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