Crm And Bpm Suites Of The Future

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  • Surviving in the BPM Vendor Jungle These materials can be reproduced only with Gartner’s written approval. Such approvals must be requested via e-mail — quote.requests@gartner.com.
  • Crm And Bpm Suites Of The Future

    1. 1. CRM and BPM Suites of the Future Ben Kiker Chief Marketing Officer, Onyx Software
    2. 2. Welcome <ul><li>Why is business process management today’s hot topic? </li></ul><ul><li>What are you going to learn today? </li></ul><ul><li>Why are Onyx and IBM sponsoring this event? </li></ul>
    3. 3. CRM and BPM Suites of the Future Jim Sinur VP and Distinguished Analyst, Gartner Group
    4. 4. What is BPM ? <ul><li>Business Defintion </li></ul><ul><li>BPM is the management of all the processes supporting a business </li></ul><ul><li>transaction/event from the beginning to the end while applying the </li></ul><ul><li>policies/rules needed to support an organizations stated business model </li></ul><ul><li>at a specific point in time </li></ul><ul><li>BPM runs within the cultural constraints offered by an enterprise </li></ul><ul><li>BPM runs to meet the conflicting goals set by management and optimizes </li></ul><ul><li>to find the sweet spot between them </li></ul><ul><li>BPM considers the contexts that it runs in while meeting stated outcomes </li></ul><ul><li>BPM ideally suggests better operational behavior </li></ul><ul><li>BPM ideally points to better tactics </li></ul><ul><li>BPM runs within tolerated and expected scenarios </li></ul><ul><li>BPM is flexible in a near real time fashion </li></ul><ul><li>BPM is not a technology, but is enabled by instances of BPM technology </li></ul>
    5. 5. How Can BPM Serve CRM Initiatives ? <ul><li>Campaign automation and optimization </li></ul><ul><li>Customer enrollment/onboarding </li></ul><ul><li>Intelligent Cross Selling </li></ul><ul><li>Real Time Analytics </li></ul><ul><li>Integrated Self Service </li></ul><ul><li>Partner Management </li></ul><ul><li>Mass Customization of Processes </li></ul>
    6. 6. BPM Taxonomy BPM Category Supporting Markets Administrative (Visual BPM) Traditional Workflow Task Oriented Portals Team Process (Collaborative BPM) Knowledge Management Team Support Application Specific (Configured BPM) Packages Content Management Integration Centric (System to System) System to System focused Composite Application Application Independent (Pure Play BPM) Human to Human focused Business Templates
    7. 7. Drivers for BPM Are Numerous <ul><li>New process creation/maintenance </li></ul><ul><li>Current process understanding </li></ul><ul><li>Mergers and acquisitions </li></ul><ul><li>Business process outsourcing </li></ul><ul><li>Package implementations </li></ul><ul><li>Core process/systems consolidations </li></ul><ul><li>Automation of manual processes </li></ul><ul><li>Value/supply chain creation/maintenance and process fusion </li></ul><ul><li>Optimized processes </li></ul><ul><li>Compliance </li></ul><ul><li>Scenario building for agility and policy management </li></ul>
    8. 8. BPM Is Thriving in Many Industries <ul><li>Insurance </li></ul><ul><li>Banking </li></ul><ul><li>Credit </li></ul><ul><li>Financial markets </li></ul><ul><li>Discrete manufacturing </li></ul><ul><li>Healthcare </li></ul><ul><li>Government </li></ul><ul><li>Pharmaceuticals </li></ul><ul><li>Telecommunications </li></ul><ul><li>Retail </li></ul>
    9. 9. BPM Routing Capabilities Enable Direct Submittal (20%+ ROI) Healthcare Payer Organization Case Study Steps In Records Update Process Physician Activities Insurer Activities Activity Eliminated in Automated BPM Environment Contact insurance company Receive change packet Complete change forms Send to insurer Wait for change processing Wait for change packet delivery Receive change request Send change packet Receive completed change information Copy info. To member form Verify information (if necessary) Enter info. Into central database Prepare & mail confirmation letter Send info. To imaging center Image center scans & indexes documents Receive confirmation letter
    10. 10. Process Efficiency is Being Delivered; Get on board or get out of the way 85% 70% 55% In a 2003 study, percent of respondents that achieved key process benefits Reduction in elapsed time Higher productivity per person Improved quality/reduced errors Reduced number of steps Higher employee satisfaction Fewer people needed Improved coordination across depts./geo. Automation of admin. tasks Reduced cost per transaction Enabling external users Improved regulatory compliance Flex. in processes/bus. agility Data/process integ. across apps. Reduced risk Reduced waste/scrap
    11. 11. <ul><li>BPM flows enable optimized business events that coordinate </li></ul><ul><li>Hardware, Software, Facilities, Process, People </li></ul>BPM is Business Integration at Multiple Levels and Is Ubiquitous Above the water line : Long-Running Human-to-Human (H2H) Business Flows Enabled by Work Lists and Work Throughput Formulas Below the water line: Short-Running System-to-System (S2S) Technical Flows in Support of Business Flows
    12. 12. Comments from a 2004 BPM Survey 50% of the respondents were business professionals 25% of the companies responding had asset bases in the millions 75% had asset bases in the billions 95% of the companies experienced a greater than 90% success rate amongst BPM projects 65% said that 90-100% of their implemented processes were H2H 15% said the were S2S dominated; only 2% said they had no H2H 75% did have projects underway now BPM projects in the planning stage; 25% had 1; 25% had 2; 25% had 3-5; 15% had 6-10; 5% had over 10 Experience from 154 recent BPM projects
    13. 13. Growth Predictions for BPM 67% of the projects were completed in less than 6 months; 50% in 4 months or less ROI none of the successful projects had less than 10% ROI; 78% had greater than 15% ROI; Wild numbers included 100% and 360% 77% had returns greater than $100,000.00 per project 55% has returns in the $100,000.00 to $500,000.00 range Gartner predicts rapid growth
    14. 14. Ingredients for BPM Success Visible and Successful Implementations Real Cost Savings/Avoidance Understanding the Real Process Business Process Ownership Leadership Buy-in Quality Implementations
    15. 15. BPM Suite Taxonomy Analyze and Model Processes Execute Processes Integrate Humans and Applications Monitoring Results <ul><li>Fast Path Changes </li></ul><ul><li>Dynamic Rules </li></ul><ul><li>Dynamic Binding </li></ul>CRM B2B .NET J2EE ERP ? ? 1 2 3 4 Reactive Management Proactive Management <ul><li>Simulation </li></ul><ul><li>Scenarios </li></ul><ul><li>System Dynamics </li></ul>Adjust Policies and Rules
    16. 16. BPM Suites Require Explicit Flows & Rules Operating System Applications Emerging Current Classic Operating System Database Applications Rules Services Flows Services Flows Data Rules Operating System Database Applications Rules Flows Operating System Database Applications Rules Operating System Database Applications
    17. 17. BPM Suites Will Require Convergence Or Best of Breed IDS Scheer BPM Suites Integration Server Software Platforms “ EAI” Business Rule Engines Pure- Play BPM Analysis, Simulation Modeling, Design, & Construction Tools Business Activity Monitoring <ul><li>IBM </li></ul>BEA <ul><li>Microsoft </li></ul>SeeBeyond <ul><li>Oracle </li></ul>WebMethods <ul><li>Fair Isaac </li></ul><ul><li>Pega </li></ul><ul><li>Ilog </li></ul><ul><li>Corticon </li></ul><ul><li>Mindbox </li></ul><ul><li>ESI </li></ul><ul><li>Pega </li></ul><ul><li>Metastorm </li></ul><ul><li>Staffware </li></ul><ul><li>FileNet </li></ul><ul><li>Ultimus </li></ul>Orbus Microsoft Proforma <ul><li>Synthean </li></ul>Systar Applix <ul><li>CA </li></ul>Casewise Proactivity Lanner Onyx Software VineyardSoft Hewlett-Packard <ul><li>eiStream </li></ul><ul><li>Savvion </li></ul><ul><li>Fujitsu </li></ul><ul><li>Clear </li></ul><ul><li>vendors with outboard rules </li></ul><ul><li>vendors with Inference </li></ul><ul><li>Tibco </li></ul>
    18. 18. Suggested Architecture for Round Trip Engineering Provide continual feedback Build contextual orientation Communicate Encourage reassessment <ul><li>Define Your best practices </li></ul><ul><ul><li>rapid representation of the knowledge of your experts </li></ul></ul><ul><li>Validate to confirm that the best practices will meet evolving requirements and active scenarios’ </li></ul><ul><ul><li>dynamically simulate under the most realistic conditions </li></ul></ul><ul><li>Deploy best practices within selected scenarios into the operational environment </li></ul><ul><ul><li>monitor best practices to achieve continuous improvement </li></ul></ul><ul><li>Improve continuously to keep the process operating at peak efficiency </li></ul>Define Validate Deploy Improve
    19. 19. Architecture for Real Time Reactive Change Detect Diagnose Explain Model Respond with scenario driven rule sets What is the significance of the events/data? Detect data Outputs System boundary Process production, business, supply chain, network, financial, transportation, aerospace… Process and Knowledge based models enable reasoning events Inputs How do I get the process to the condition I want? Respond Selecting scenarios & taking corrective actions In what condition is the process? Diagnose & Explain condition or state Events Rules Optimize Model
    20. 20. CRM and BPM Suites of the Future Ben Kiker Chief Marketing Officer, Onyx Software
    21. 21. Onyx and IBM – Partnering for Success <ul><li>Clear Market Leadership – Technology you can trust </li></ul><ul><li>Best of Breed Solutions </li></ul><ul><li>Unparalleled Value </li></ul><ul><li>CRM that can grow with your business </li></ul><ul><li>Core competencies let you focus on business, not technology </li></ul><ul><ul><li>On Demand CRM from IBM and Onyx </li></ul></ul><ul><ul><li>Partnership with IBM Professional Services </li></ul></ul><ul><ul><li>Onyx-in-a-Box Offering Through IBM and Sirius Computer </li></ul></ul>
    22. 22. Business process management is a core component of CRM ─ today <ul><li>It just isn’t easy </li></ul><ul><li>It doesn’t go deep enough </li></ul><ul><li>It’s not as broad as it should be </li></ul><ul><li>World-class CRM deployments don’t just support business processes, they drive them. </li></ul>
    23. 23. The BPM in Onyx CRM today: July 2004 <ul><li>Ability to define business rules </li></ul><ul><li>Built-in workflow capabilities </li></ul><ul><li>System triggers for cross-functional activities </li></ul><ul><li>Onyx Enterprise CRM 5.0 Process Scripting for streamlining customer-centric workflows </li></ul>
    24. 24. <ul><li>Graphical design environment for rules authoring </li></ul><ul><li>Real-time and scheduled rules execution </li></ul><ul><li>Compatible with Onyx Enterprise CRM 5.0 </li></ul>Fully integrated rules engine Business analysts and administrators—non-technical people— build and modify business rules in Onyx applications without writing code The BPM in Onyx CRM: December 2004
    25. 25. How it works <ul><li>Intuitively presents workflows and links to users graphically </li></ul><ul><li>Determines the order of execution </li></ul>
    26. 26. <ul><li>Adds: </li></ul><ul><li>Graphical forms designer </li></ul><ul><li>Onyx Forms, a form rendering environment </li></ul><ul><li>Non-technical people build custom extensions to the Onyx CRM without coding </li></ul><ul><li>Supports complex multi-user, multi-threaded processes that span departments and systems </li></ul>A sophisticated process design environment for building forms and data flows Another wave of CRM innovation: Coming Next Year
    27. 27. Our acquired technology is unique because it includes all aspects of BPM and BRA Business process management Workflow Workflow assignment, escalation, and administration Business Rules Engine Wizard guides the user through the steps of creating rules Business rules automation User Interface Designer Enables complex UI design elements, such tab controls Integration Web services, COM, Java, ODBC XML Mapping technology Sync and Async support Onyx Enterprise CRM Customer relationship management
    28. 28. Get on board or get out of the way* <ul><li>Business agility </li></ul><ul><li>Regulation compliance </li></ul><ul><li>Enterprise process alignment </li></ul><ul><li>Organizational collaboration </li></ul><ul><li>Adherence to methodologies </li></ul><ul><li>Faster and more cost effectively </li></ul><ul><li>* Jim Sinur, vice president, Gartner Research </li></ul><ul><li>* Jim Sinunu </li></ul>
    29. 29. Q & A Ben Kiker Chief Marketing Officer, Onyx Software [email_address] Jim Sinur VP and Distinguished Analyst, Gartner Group [email_address]

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