opentext smart process applications
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Smart Process Applications
Derek E. Weeks
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Enterprise apps: structured, predictable processes
79%79%Inflexibility limits Inflexibility limits
changes to processchanges to process
85%85%Poor cross-functional Poor cross-functional
processesprocesses
75%75%IT budget absorbed by IT budget absorbed by
maintenance and maintenance and updatesupdates
Source: Forrester Research, Inc.
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BPM Mobile: work anywhere.BPM Mobile: work anywhere.
3
1.3 billion mobile workers by 2015
60% of LinkedIn users ages 18 - 34
85% of existing apps mismatched with business requirements
Growing expectations of the new iWorker
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Interactions using antiquated transactional approaches
48% will invest in collaboration tech to improve app performance
Smart devices, pervasive video, social media, collaboration
Changing expectations of the customer
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BPM must evolve from a blank slate
5
Good News / Bad News: it can work for any process
Address a greater spectrum of process interactions
Good to great to extraordinary
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Packaged Apps?Something Better?
Blank Slate?
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Source: Forrester Research, Inc.
Smart Process Applications
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Smart Process Applicationsdeliver more of what customers want
SmartProcess
Applications
Work gets done faster and at lower cost by integrating process, content, collaboration, communications, awareness, and analytics.
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Smart Process Applicationsdeliver more of what customers want
eFOIA Application is recorded
Processor reviews Applic
Investigator reviews Applic
Send Info
Notify Citizen
Approved?
Rejected?
eFOIA Applicationsis scanned and indexed
Capture Docs?
Other Docs?
Reroute applic?
Citizen Info What is happening in my dept?
Automate Tasks?
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Smart Process Applicationsdeliver more of what customers want
Approved?
Rejected?
OpenText Capture
OpenText StreamServe
OpenText BPM
OpenText BPM
eFOIA Application is recorded
Processor reviews Applic
Workerreviews Applic
Send Info
Notify Citizen
eFOIA Applicationsis scanned and indexed
OpenText Content Server
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30 days to Smart Process Applications
Horizontal & vertical: using out-of-the-box components
Cloud: managed hosting, rapid deployment, secure, scalable
Accelerating value
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Accelerating value
Employees, Customers
Knowledge Worker
Process Professional
Manager
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A better way to guide consistent outcomes
Rapid design forms to capture all necessary customer information
Integration to back-end systems to speed customer identification, improve access to records, and expedite responses
Step-by-step guidance based on inquiry types
Pre-defined scripts, service levels, escalations, etc.
Common views of contacts, accounts, and locations
Customer Service Agent
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A better way to collaborate on work
Provide real-time guidance for in-flight business processes
Expert search as a social BPM capability
Details of the case can be shared withinthe IM window
Conversations are captured in a decision audit trail or inside the knowledge base.
Customer Service Agent
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A better way to see your operations
Examine business trends
Monitor SLA’s and respond to potential bottlenecks
Manage team productivity and workload balancing
Escalate work priorities
Manager
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A better way to access new servicesSelf-service portal to initiate requests, changes, or report incidents
Personalized to offer specific services to customers, partners, vendors, suppliers, etc.
New services can be rolled out at any time
Customers have real-time visibility to the status of a request and the resolution path.
Citizens and Customers
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Supports 5000 employees with
services including HR, management of
crime scene video, and compliance for
storing criminal records.
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The U.S. Social Security Administration
uses OpenText BPM to track detailed
information pertaining to allegations
and cases of fraud.
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Implementing our own software.
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Facilities Management
Shared Services
Human Resources
HorizontalSolutions
VerticalSolutions
InsuranceUnderwriting
InsuranceClaims
Management
BankingNew Account
Opening
Government
Pension & Superannuatio
n
Healthcare
Wealth Management
Aggregate Spend
LegalNew Matter
Intake
EnergyApplication for Expenditure
ContractsManagement
CustomerService
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Delivered by OpenText
Delivered by Partners
Delivered by Customers
Where will the nextSmart Process Application come from?
Copyright © Open Text Corporation. All rights reserved.Copyright © Open Text Corporation. All rights reserved.
Thank You
Derek E. Weeks301.471.4911
@weekstweets
www.linkedin.com/in/derekeweeks/