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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.

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

Published in: Technology, Business

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  • 1. 1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 2. Adaptive Case Management – Delivering Right Customer Experience Ajay Khanna Director, Product Marketing Oracle
  • 3. MORE 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. THAN WE CAN
  • 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. Experience that Customers Demand Contextual Adaptive Social & Mobile 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 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. How Do we Achieve Adaptability 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 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. 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. 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. 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. 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. Case Workspace with Case List Audit Trail Open Cases Link Case 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 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. Add Tasks and Stakeholders 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 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. 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. Activity Guides and Monitoring Monitor Progress Information about Activity 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 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. 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. 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. 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. 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. 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. Graphic Section Divider 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 26. 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  • 27. 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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