Process Automation with WebCenter Content and BPM - Customer Presentation v1

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Process Automation with WebCenter Content and BPM - Customer Presentation v1

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Process Automation with WebCenter Content and BPM - Customer Presentation v1

  1. 1. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 1 Process Automation with WebCenter and BPM [Presenter Name] [Presenter Title]
  2. 2. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 2 Questions Your Peers Are Asking  Deal with paper/fax invoices? My ERP system doesn’t take them!  Deal efficiently with complaints from my customers? My CRM system can help me file them but not resolve them!  Make my new employees productive. My HR system doesn’t provision services for them!  Extend my business processes without customizing apps? How do I …
  3. 3. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 3 End-to-end Business Process Requirements Customer Processes Require Extension of Current Apps/Legacy COTS Apps / Legacy Customer business process extend beyond the COTS Apps scope Manual processes are needed to cover “” App customization is expensive and inflexible Need Content, Document support Need Imaging / Paper support SIEBEL
  4. 4. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 4 Oracle: Complete Customer Process Automation Oracle Apps and Middleware deliver the best end-to-end solutions Oracle Applications: The best solutions to core business processes Oracle WebCenter and BPM Suites: Complete offerings to extend Oracle Apps business processes Customer Processes
  5. 5. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 5 End-to-end Process Automation with Oracle Plug-and-play, Pre-built BPM + Content Extensions BPM Content/ Imaging Invoice Images SIEBEL
  6. 6. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 6 The Typical Accounts Payable Department Open & Sort Mail Manually Enter Data Validate PO Route for Approval Return to AP Pay Invoice The high costs of manual invoice processing Late Fees Undetected Double- Payments Missed Early Payment Discounts Data Entry Errors ‘Floating’ Invoices Liabilities
  7. 7. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 7 Invoice Imaging and Processing  Remove Data Entry Errors – Capture and Forms Recognition eliminates manual data entry  Automate Document Routing – Workflow for approvals – Automatic verification against ERP  Annotate Invoices as Needed – Originals preserved for compliance purposes  Processing Reduced from Weeks to Days Benefits Create & Validate Capture & Extract Insight & Improve Review & Approve Store & Retain Enforce Controls Handle Exceptions Enrich & Validate Adjust and Validate Financial Data Invoices Stored in Secure Repository Invoices Scanned Centrally or Remotely Data Extracted Auto Create Invoice Visibility through KPIs and Dashboards
  8. 8. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 8 Cox Communications Streamlines Invoice and Expense Processing with WebCenter Content COMPANY OVERVIEW • Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and wireless services CHALLENGES • Spending $5.8M for invoice processing - $3.5M more than similar sized companies • Processing too many small transactions (67% of invoices were less than $1k) from too many vendors (approx. 4,000) • Cost and time of processing expense reports was too high (8,000 employees submitting over 80,000 paper expense reports per year, mostly by mail) SOLUTION • Oracle WebCenter Content with WebCenter Adapter for E-Business Suite for Payables and iExpense, to process invoices & expense report receipts automatically RESULTS • Invoice and expense processing costs were cut by 50% • Received additional vendor discounts of $300K per year • Eliminated the purchase of millions of sheets of paper annually by migrating to electronic invoices whenever possible
  9. 9. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 9  Challenge: Existing Kofax MarkView system unable to meet E-Business Suite integration and upgrade requirements  Oracle Solution: – Increased visibility into underlying financial details of accounts and expense reports – Reduced time to match and process invoices Average annual benefit: $521,375 Embry-Riddle
  10. 10. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 10 The Typical Onboarding Process Screening Services Service Provisioning Onboarding Socialization Productivity The high costs of manual, ad-hoc employee onboarding
  11. 11. 11 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Employee Onboarding Accelerator Strategic Goals • Support high morale of new employee • Auditable provisioning • Reduce administrative costs • Standardize process across the organization • Improve productivity Process Advantages • Timely execution of provisioning requirements • Individual Status Reports & automated warnings • Reduce use of paper based documents • Provide agility, visibility, and audit capabilities Business Process Overview Offer Acceptance Screening Services Service Provisioning Onboarding Socialization Productivity Automated solution for the Employee Onboarding process, including background checks and provisioning of resources.
  12. 12. 12 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Application Extension with Process Accelerators Extend PeopleSoft or EBS with Employee Onboarding Recruiting & Workforce Mgt Screening Services Service Determination Service Provisioning Onboarding Process Control Productivity Employee Onboarding Internal Service Request Employee Onboarding
  13. 13. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 13  Think Big (Six Sigma)  Prioritize processes  Automate with BPM  Investment in Employee Onboarding accelerator as first BPM solution  Targeted Benefits Verification process: automated with BPM, collected documents in WebCenter Content Six Sigma Process Automation Customer Case Study – Alaska DRB http://story.us.oracle.com/alaska.jsp
  14. 14. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 14 Complaints Management: Challenges  Unsatisfactory Customer Experience – Inconsistent, non-personalized, channel-specific process – Poor process predictability – SLAs can’t be guaranteed  Regulatory Challenges – Process can’t support knowledge workers – Cannot adapt to changing regulatory requirements  High Operational Costs – Inefficient process with multiple manual steps and work handoffs – Poor document management and extensive use of paper  Low Visibility into Process Execution – Process participants have limited insight into the process – Exception management is manual and load sharing is ad-hoc
  15. 15. 15 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Effective Complaints Management Process Filing Review Investigation Resolution Front Office Agent Email Website Complaint Handler Complaint Handler Manager Complaint Investigator Call CenterCustomer Customer
  16. 16. 16 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Complaints Management Strategic Goals • Enable meaningful customer interaction • Reduce operational costs • Enhance customer satisfaction • Be more competitive in the marketplace • Reduce customer churn Process Advantages • Faster complaint resolution times • Meet regulatory compliance requirements • Provide agility, visibility, and audit capabilities • Reduce use of paper based documents • Enhanced customer experience for complainants Business Process Overview Multi-channel Complaint Intake Initial Assessment Detailed Investigation Decision Communication and Negotiation Final Complaint Resolution BPM and Adaptive Case Management (ACM) driven solution to deliver an effective and efficient customer complaints resolution process
  17. 17. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 17 Oracle’s pre-built BPM and WebCenter Content solutions Employee Onboarding (Horizontal ) Invoice Imaging And Processing (Horizontal) Financial Reports Approval (Hor.) Insurance Claims Management and others… Accelerators: Pre-built Solutions to Key Processes Web Forms ADF Mobile Business Processes Workflow Business Rules OEP Imaging / Capture Content Management Adaptive Case Management Oracle BPM and WebCenter Content Suites Social Network Application Integration BAM Process Composer Extending Processes with Accelerators Loan Origination (Financial Services)
  18. 18. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 18 Accelerators: Inside the Box Product Quality Components for a Complete OOB Solution Apps Integration Business Rules UI-driven Extensibility KPI-driven Analytics Dashboards Mobile Interaction Business Objects Process/Case Models User Interface WebCenter Components
  19. 19. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 19  Efficiently utilizing time and resources when innovating loan origination process  Using Loan Origination accelerator to speed up solution deployment  BPM to track, WebCenter Content to store  Gaining competitive advantage by responding to customer needs faster Competing with Speed Customer Case Study – AsiaCredit Bank
  20. 20. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 20 Summary • AP Imaging/Processing: Faster processing, less penalties, more discount opportunities captured. Increased efficiency, less manual more cost savings • Employee Onboarding: faster time to productivity, OOB integration • Complaints Management: increase customer loyalty, comply with regulations • Other industry processes: process efficiency and control, document mgt Business Benefits • Out-of-the box solutions with full fledged process management, Case Management, documents, and imaging functionality for quick extensibility • End-to-end process coverage and process control with real-time dashboards • Pre-integrated with EBS, PeopleSoft, Siebel (other systems in the future) • Reduced implementation time and risk Key Capabilities
  21. 21. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 21 High Yield Questions • AP: How many people support your accounts payable process? How do you match invoices against purchase orders? How long does it take to process an invoice? How can you take better advantage of supplier discounts? • EOB: How long does it take to make a new employee productive? Do you have a documented process for employee onboarding? Is it manually controlled? • Complaints Management: is improving the ability of your organization to respond to complaints important for customer loyalty and/or for complying with regulations? Are you able to monitor your complaints in real-time as well as report on all complaint data, meet regulatory requirements and avoid lawsuits? • Other PA-covered processes: Do you need to improve process execution time? Do you need to control process with real-time analytics, performance monitoring and audit capabilities? Cut down cost of labor and use of paper –based documents? Provide a consistent, personalized customer experience?
  22. 22. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 22 DEMONSTRATION
  23. 23. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 23 Next Steps  YouTube Channel: OProcessAccel  Process Accelerator demos available in Oracle Learning Library on the Special Topics tab of the BPM Product Library.  Proficiency Training: – Process Accelerators 1 - Selling the Value / Partner version – Process Accelerators 2 - How to Demo – Process Accelerators 3 - PA Structure and Best Practices – Process Accelerators 4 - Extending for Customers From Awareness to Productivity
  24. 24. Copyright © 2014, Oracle and/or its affiliates. All rights reserved– Confidential Oracle Restricted . 24 More Info? Oracle BPM PA Homepage: http://www.oracle.com/us/technologies/bp m/process-accelerators Oracle Technology Network: http://www.oracle.com/technetwork/middle ware/processaccelerators Twitter: http://twitter.com/OProcessAccel YouTube: http://www.youtube.com/OProcessAccel Oracle BPM blog: http://blogs.oracle.com/bpm

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