1

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Adaptive Case Management
– Delivering Right Customer
Experience
Ajay Khanna
Director, Product Marketing
Oracle
MORE

3

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

THAN WE CAN
Are Customer Being Pushed through
Assembly Lines?
Pre-determined
One-Size-Fits-All

Hard to change

4

Copyright © 2013, O...
Experience that Customers Demand

Contextual

Adaptive
Social & Mobile

5

Copyright © 2013, Oracle and/or its affiliates....
What is Being Adaptive?
 Adapt to customer needs and customer type
 Adapt to Incident / events / request type
 Having k...
How Do we Achieve
Adaptability

7

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Rules Driven Adaptability
 Rules driven process flow
 Rules driven approval

hierarchy and routing
 Rules driven work r...
Event Driven Adaptability
 Event pattern detection
 Rich event handling semantics

including correlation in BPMN
 Actio...
User Driven Adaptability
 Knowledge Worker
– Adhoc Work
– Add additional approvers or participants

– Create and assign s...
Adaptive Case Management
 Manage Case Activities, Events, Stakeholders
 User driven task decomposition
 Add activities ...
Working with a Case
Processes

Documents
Data
Audit
History

Collaboration

Access

Knowledge
Workers

Case

Task
Manageme...
Case Workspace with Case List
Audit Trail
Open Cases

Link Case

13

Copyright © 2013, Oracle and/or its affiliates. All r...
Case Details
Data, Documents
Case
Milestones

Activity Rating

Case
Stakeholders
Case
Activities, Discussion
s

14

Copyri...
Add Tasks and Stakeholders

15

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Case Policies & Constraints Via Business
Rules
 When tasks should be available and

removed
 When milestones should be m...
Integrated Content Management
 Integrated Content management

system
 Third-party content integration

with CMIS
 Imagi...
Activity Guides and Monitoring

Monitor Progress

Information about
Activity

18

Copyright © 2013, Oracle and/or its affi...
Collaborate on Complex issues
 Include stakeholders for

discussions
 Initiate discussions with

SME
 Skills recommenda...
Add Social Capabilities to Improve Engagement

Customer Engagement
Sentiment Response

Harvest Knowledge
Collaboration

20...
Add Mobile Capabilities
Location
Data

Any Task, Anywhere

Contextual

Offline Mode

21

Copyright © 2013, Oracle and/or i...
Oracle BPM Suite for the Whole Enterprise
ENABLING ENTERPRISE WIDE ADOPTION

Business Driven

 Empower Business to

have ...
Summary
 Customers demand experience that is contextual and personalized
 Rigid or structured processes do not always de...
Get Engaged, Learn More

#OracleBPM

Twitter
twitter.com/OracleBPM

Facebook
facebook.com/OracleBPM

LinkedIn
Oracle BPM

...
Graphic Section Divider

25

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26

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27

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Adaptive Case Management – Delivering Right Customer Experience

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Webinar hosted by Integration Developer News BPM-CON. Here I explore how Adaptive Case Management helps deliver the Right Customer Experience.

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Adaptive Case Management – Delivering Right Customer Experience

  1. 1. 1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  2. 2. Adaptive Case Management – Delivering Right Customer Experience Ajay Khanna Director, Product Marketing Oracle
  3. 3. MORE 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. THAN WE CAN
  4. 4. Are Customer Being Pushed through Assembly Lines? Pre-determined One-Size-Fits-All Hard to change 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  5. 5. Experience that Customers Demand Contextual Adaptive Social & Mobile 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  6. 6. What is Being Adaptive?  Adapt to customer needs and customer type  Adapt to Incident / events / request type  Having knowledge workers determine the process steps than rigid applications  Managing unpredictable situations  Understanding the context 6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  7. 7. How Do we Achieve Adaptability 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  8. 8. Rules Driven Adaptability  Rules driven process flow  Rules driven approval hierarchy and routing  Rules driven work reallocation  Contextualized dynamic UI with rules 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  9. 9. Event Driven Adaptability  Event pattern detection  Rich event handling semantics including correlation in BPMN  Actionable alerts in BAM to automatically adjust rules and processing 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  10. 10. User Driven Adaptability  Knowledge Worker – Adhoc Work – Add additional approvers or participants – Create and assign sub tasks – Reassign, re-route tasks  Process Owner (or Business Admin) – Alter process data, state, and flow for one or more instances – Selectively move in-flight instances to new revision (for patching) 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  11. 11. Adaptive Case Management  Manage Case Activities, Events, Stakeholders  User driven task decomposition  Add activities for a case instance, Alter Flow  Add or change participants  Event based, knowledge worker driven progression  Flexible policy driven governance & Audit trail  Integrated Content Management 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  12. 12. Working with a Case Processes Documents Data Audit History Collaboration Access Knowledge Workers Case Task Management Business Rules Analytics and Decision Management 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Recommend
  13. 13. Case Workspace with Case List Audit Trail Open Cases Link Case 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  14. 14. Case Details Data, Documents Case Milestones Activity Rating Case Stakeholders Case Activities, Discussion s 14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  15. 15. Add Tasks and Stakeholders 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  16. 16. Case Policies & Constraints Via Business Rules  When tasks should be available and removed  When milestones should be marked as attained  Rules based on all case data and the events that occurred 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  17. 17. Integrated Content Management  Integrated Content management system  Third-party content integration with CMIS  Imaging and transactional content management  Manage all file types including image, video, audio  17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  18. 18. Activity Guides and Monitoring Monitor Progress Information about Activity 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  19. 19. Collaborate on Complex issues  Include stakeholders for discussions  Initiate discussions with SME  Skills recommendation network  Track discussions 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  20. 20. Add Social Capabilities to Improve Engagement Customer Engagement Sentiment Response Harvest Knowledge Collaboration 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  21. 21. Add Mobile Capabilities Location Data Any Task, Anywhere Contextual Offline Mode 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Photos Time, App data
  22. 22. Oracle BPM Suite for the Whole Enterprise ENABLING ENTERPRISE WIDE ADOPTION Business Driven  Empower Business to have more control  Facilitate Collaboration with IT 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Complete Best Practice  One platform for all  Pre-built best practice flavors of processes  Includes Adaptive Case Management processes and templates
  23. 23. Summary  Customers demand experience that is contextual and personalized  Rigid or structured processes do not always deliver the right customer experience  Adaptive Case Management lets you serve the customers by empowering knowledge worker to manage unstructured, unpredictable processes  Oracle offer unified BPM, Case Management and Content Management, crucial for delivering right customer experience 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  24. 24. Get Engaged, Learn More #OracleBPM Twitter twitter.com/OracleBPM Facebook facebook.com/OracleBPM LinkedIn Oracle BPM BPM Self Assessment Tool bpm.oracle-dashboard.com/en Oracle BPM blog blogs.oracle.com/BPM Oracle BPM Web site oracle.com/BPM 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  25. 25. Graphic Section Divider 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  26. 26. 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  27. 27. 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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