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Automate Social Media Feedback with Oracle BPM Suite
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Automate Social Media Feedback with Oracle BPM Suite

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Example of how BPM (Business Process Management) can be used to automate social media monitoring & feedback.This presentation identifies a business problem, common business process challenges, and an …

Example of how BPM (Business Process Management) can be used to automate social media monitoring & feedback.This presentation identifies a business problem, common business process challenges, and an approach using BPM to automate a process to improve customer satisfaction. Presentation and demo delivered at RMOUG Training Days February 2014.

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  • 1. Oracle BPM Suite and SOA Suite: Your process automation toolbox Gregory Opie Director, Solutions Architecture gopie@ECSTeam.com RMOUG Training Days February 5-7, 2014 ECS Team 5575 DTC Parkway Suite 135 Greenwood Village, CO 80111 303-932-2202
  • 2. Agenda ▪ Copyright 2014 by ECSTeam ▪
  • 3. Process Challenges ▪ Copyright 2014 by ECSTeam ▪
  • 4. A Customer Problem 28 Jan @eStore #fail Ordered diamond solitaires for wife bday, received a vacuum. Two days to panic. 30 Jan Still shopping. @eStore you have messed me up. 30 Jan You’re not alone @eCustomer, @eStore #fails me all time. 1 Feb What a nightmare @eStore. 3 trips to the mall, still not right. Birthday not a happy one. Do you care? ▪ Copyright 2014 by ECSTeam ▪ 4
  • 5. Demo: Audience Feedback • In our demo, we will use real Twitter feedback • Three audience volunteers needed to Tweet* (make it positive please!) Attending Process Automation with #OracleBPM and #OracleSOA at #RMOUG Training Days 2014 by @g_opie *Include one of the following tags: #RMOUGdemo, #OracleBPM, or @g_opie ▪ Copyright 2014 by ECSTeam ▪ 5
  • 6. Model a New Approach ▪ Copyright 2014 by ECSTeam ▪
  • 7. The Challenge: Business Processes are Complex Operations Executive Management Sales Fulfillment Customer Service Temp Worker ERP CRM ! ! ! Order Mgmt ! ! ! ! ! ! ▪ Copyright 2014 by ECSTeam ▪ Logistics ? ?? •Unstructured tasks and communication (i.e., paper or e-mail) •Inefficient Working Environment Spans Systems •Inconsistent Prioritization •Incomplete or Inaccurate Data Flow Between Systems •Lack of Control Over System and Business Events (Exceptions) •Poor Visibility Into Process Performance 7
  • 8. Common Business Process Challenges • Empowerment and inclusion of business users • People as middleware • • • • Work is completed through unstructured, ad-hoc activities Emails back and forth Limited accountability Offline Collaboration • Poor visibility into processes • Slow response times • Continuous improvisation instead of process improvement and automation • IT resource constraints and lack of tools ▪ Copyright 2014 by ECSTeam ▪ 8
  • 9. BPM Streamlines Processes Operations Executive Management Sales Fulfillment Customer Service Contracts Temp Worker ? ?? •Automate workflow & decision making •Reduce errors and improve consistency •Standardize resolution across geographies •Leverage existing systems and data •Monitor for business events and initiate actions •Real-time visibility and process control ERP CRM ! ! ! Order Billing Mgmt ! ! ! ! ! ! ▪ Copyright 2014 by ECSTeam ▪ Logistics 9
  • 10. Getting Past the Challenges ▪ Copyright 2014 by ECSTeam ▪
  • 11. Model the Flow • A Sequence Flow is used to show the order that activities will be performed in a Process • Three main flow objects: • Activity: Represents work to be done • Gateway: Controls flow logic of the process. Used for splitting and merging paths. • Event: Supports asynchronous communication with other processes, error handling, and controlling flow logic Review Feedback X Compose Response ▪ Copyright 2014 by ECSTeam ▪ Post Response Save to CRM
  • 12. Connect the Flow Objects • Connecting objects connect Flow objects • A Sequence Flow shows the order in which the activities will be performed. • A Message Flow shows which messages flow across organizational boundaries Review Feedback No Action Needed X Positive or Negative Compose Response + ▪ Copyright 2014 by ECSTeam ▪ Post Response Save to CRM
  • 13. Put Tasks in Swimlanes • Swimlanes group activities based upon organization, roles, and responsibilities eStore Cust Service CSR Admin • A Pool represents major participants in a process, typically separating different organizations • A lane is used to organize activities within a pool according to function or role. Review Feedback No Action Needed X Positive or Negative Compose Response + ▪ Copyright 2014 by ECSTeam ▪ Post Response Save to CRM
  • 14. A Happy Customer ▪ Copyright 2014 by ECSTeam ▪
  • 15. Demo: Manage Social Media Feedback Implement the automated business process with Oracle BPM Suite and Oracle SOA Suite ▪ Copyright 2014 by ECSTeam ▪
  • 16. A Happy Customer ▪ Copyright 2014 by ECSTeam ▪
  • 17. A Happy Customer 16 min @eStore #fail Ordered diamond solitaires for wife bday, received a vacuum. Two days to panic. 12 min We are so sorry @eCustomer, please call cust serv and we will fix the problem ASAP! 2 min Wow, @eStore has awesome service – order fixed in 5 mins; right product coming overnight. Wife’s gonna love it! ▪ Copyright 2014 by ECSTeam ▪ 17
  • 18. Conclusion • BPM Focuses on the Business Process and Workflow • BPM aligns the business and IT • BPMN provides a standardized modeling notation • Oracle BPM Suite + Oracle SOA Suite make it easy to automate your processes ▪ Copyright 2014 by ECSTeam ▪
  • 19. Also Recommended: SOA and the Cloud Applying SOA and SOA Suite to the Cloud Thursday 2/6, 4-5 PM, Room: 507 Cloud seems to be everywhere. SaaS, PaaS, and IaaS are the new 'hot’ acronyms. However, Cloud is not a Panacea. If anything, adopting a cloud strategy reinforces the need to have a strong architecture to drive business value from your applications, whether they are in house, hosted, or “in the cloud.” This presentation will discuss best practices for applying SOA to the Cloud. • Review SOA Concepts • Business Problems that require a SOA • Best practices for applying SOA to the cloud • Case study leveraging hosted and cloud applications • Demo with Oracle SOA Suite 11g ▪ Copyright 2014 by ECSTeam ▪ 19
  • 20. Also Recommended: ADF Mobile Case Study ADF Mobile in Action – Customer Case Study Friday 2/7, 2:45-3:45 PM, Room: 506 Come see an App Store/Google Play app built with Oracle ADF Mobile that improves the effectiveness of users who require instant access to information. This great-looking on-device application was built efficiently with familiar ADF concepts and a single common code base without requiring specialized expertise for each mobile platform. This session will demonstrate a real, published ADF Mobile application to provide insights on: Why ADF Mobile technology was chosen, Design considerations, Architectural decisions and Lessons learned. The presentation and demo will be delivered by an architect and developer who were responsible for creating the application ▪ Copyright 2014 by ECSTeam ▪ 20
  • 21. Technology Solutions Delivered. ECS is a Professional Services firm that delivers business value through technology and strategic services. Our specialties include technical architecture, SOA, application design, software development, and integration services utilizing Oracle Fusion Middleware. ▪ Copyright 2014 by ECSTeam ▪ 21

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