75% 79% 85%IT budget absorbed Inflexibility limits Poor cross- by maintenance changes to process functional and updates processesEnterprise Applications:structured, predictable processes Source: Forrester Research, Inc.
1.3 billion mobile workers by 2015 BPM Mobile: work LinkedIn users ages 18 - 34 60% of anywhere. 85% of existing apps mismatched with business requirementsGrowing expectations of the new iWorker
Interactions using antiquated transactional approaches 48% will invest in collaboration tech to improve app performance Smart devices, pervasive video, social media, collaborationChanging expectations of the customer
Good News / Bad News: it can work for any process Address a greater spectrum of process interactions Good to great to extraordinaryBPM must evolve from a blank slate
OpenText Smart Process Applications Horizontal and vertical process-based applications integrating BPM, Content Server, StreamServe, and Capture Center delivered in as few as 30 days.
Work gets done faster and at lower cost by Smart integrating Process Applications process, content, collab oration, communications , awareness, and analytics.Smart Process Applicationsdeliver more of what customers want
Citizen Info What is Reroute happening applic? in my dept? Capture Docs? eFOIA Applications eFOIA Application Processor Investigator Approved? is scanned and is recorded reviews reviews indexed Applic Applic Send Info Rejected? Notify Citizen Other Automate Docs? Tasks?Smart Process Applicationsdeliver more of what customers want
OpenText BPM OpenText OpenText OpenText BPM OpenText Capture Content Server StreamServe eFOIA Applications eFOIA Application Processor Worker Approved? is scanned and is recorded reviews reviews Applic indexed Applic Send Info Rejected? Notify CitizenSmart Process Applicationsdeliver more of what customers want
30 days to Smart Process Applications Horizontal & vertical: using out-of- the-box components Cloud: managed hosting, rapid deployment, secure, scalableAccelerating value
Process Knowledge Professional Worker Employees, Manager CustomersAccelerating value
Rapid design forms to capture all necessary customer information Integration to back-end systems to speed customer identification, improve access to records, and expedite responses Step-by-step guidance based on inquiry types Pre-defined scripts, service levels, escalations, etc. Common views of contacts, accounts, and locations Customer Service AgentA better way to guide consistent outcomes
Provide real-time guidance for in- flight business processes Expert search as a social BPM capability Details of the case can be shared within the IM window Conversations are captured in a decision audit trail or inside the knowledge base. Customer Service AgentA better way to collaborate on work
Examine business trends Monitor SLA’s and respond to potential bottlenecks Manage team productivity and workload balancing Escalate work priorities ManagerA better way to see your operations
Self-service portal to initiate requests, changes, or report incidents Personalized to offer specific services to customers, partners, v endors, suppliers, etc. New services can be rolled out at any time Customers have real- time visibility to the status of a request and the resolution path. Citizens and CustomersA better way access new services