OpenText Smart Process Applications

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OpenText Smart Process Applications

  1. 1. Smart Process ApplicationsDerek E. Weeks
  2. 2. Enterprise apps: structured, predictable processes 75% 79% 85% IT budget absorbed by Inflexibility limits Poor cross-functional maintenance and changes to process processes updates Source: Forrester Research, Inc. Copyright © Open Text Corporation. All rights reserved.
  3. 3. BPM Mobile: work anywhere.Growing expectations of the new iWorker1.3 billion mobile workers by 201560% of LinkedIn users ages 18 - 3485% of existing apps mismatched with business requirements 3 Copyright © Open Text Corporation. All rights reserved.
  4. 4. Changing expectations of the customerInteractions using antiquated transactional approaches48% will invest in collaboration tech to improve app performanceSmart devices, pervasive video, social media, collaboration 4 Copyright © Open Text Corporation. All rights reserved.
  5. 5. BPM must evolve from a blank slateGood News / Bad News: it can work for any processAddress a greater spectrum of process interactionsGood to great to extraordinary Copyright © Open Text Corporation. All rights reserved. 5
  6. 6. Blank Slate? Packaged Apps? Something Better? Copyright © Open Text Corporation. All rights reserved.
  7. 7. Smart Process Applications Source: Forrester Research, Inc. Copyright © Open Text Corporation. All rights reserved.
  8. 8. Smart Process Applicationsdeliver more of what customers want Smart Process ApplicationsWork gets done faster and at lower cost by integratingprocess, content, collaboration, communications,awareness, and analytics. Copyright © Open Text Corporation. All rights reserved.
  9. 9. Smart Process Applicationsdeliver more of what customers want Citizen Info What is Reroute happening applic? in my dept?CaptureDocs? eFOIA Applications eFOIA Application Processor Investigator Approved? is scanned and indexed is recorded reviews Applic reviews Applic Send Info Rejected? Notify Citizen Other Automate Docs? Tasks? Copyright © Open Text Corporation. All rights reserved.
  10. 10. Smart Process Applicationsdeliver more of what customers want OpenText BPMOpenText OpenText OpenText BPM OpenTextCapture Content Server StreamServe eFOIA Applications eFOIA Application Processor Worker Approved? is scanned and indexed is recorded reviews Applic reviews Applic Send Info Rejected? Notify Citizen Copyright © Open Text Corporation. All rights reserved.
  11. 11. Accelerating value30 days to Smart Process ApplicationsHorizontal & vertical: using out-of-the-box componentsCloud: managed hosting, rapid deployment, secure, scalable 11 Copyright © Open Text Corporation. All rights reserved.
  12. 12. Accelerating value Process KnowledgeProfessional Worker Employees,Manager Customers Copyright © Open Text Corporation. All rights reserved.
  13. 13. A better way to guide consistent outcomes 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 Agent Copyright © Open Text Corporation. All rights reserved.
  14. 14. A better way to collaborate on work 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 Agent Copyright © Open Text Corporation. All rights reserved.
  15. 15. A better way to see your operations Examine business trends Monitor SLA’s and respond to potential bottlenecks Manage team productivity and workload balancing Escalate work priorities Manager Copyright © Open Text Corporation. All rights reserved.
  16. 16. A better way to access new services Self-service portal to initiate requests, changes, or report incidents Personalized to offer specific services to customers, partners, vendors, 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 Customers Copyright © Open Text Corporation. All rights reserved.
  17. 17. Supports 5000 employees with servicesincluding HR, management of crimescene video, and compliance forstoring criminal records. Copyright © Open Text Corporation. All rights reserved.
  18. 18. The U.S. Social Security Administrationuses OpenText BPM to track detailedinformation pertaining to allegationsand cases of fraud. Copyright © Open Text Corporation. All rights reserved.
  19. 19. Implementing our own software. Copyright © Open Text Corporation. All rights reserved.
  20. 20. Insurance Banking Pension & Wealth Energy Claims New Account Superannuation Management Application for Management Opening Expenditure VerticalSolutions Insurance Legal Government Healthcare Aggregate Spend Underwriting New Matter Intake Customer Contracts FacilitiesHorizontal Human Resources Shared Services Service Management ManagementSolutions Copyright © Open Text Corporation. All rights reserved.
  21. 21. Where will the nextSmart Process Application come from?Delivered by OpenTextDelivered by PartnersDelivered by Customers 21 Copyright © Open Text Corporation. All rights reserved.
  22. 22. Thank YouDerek E. Weeks301.471.4911dweeks@opentext.com @weekstweets www.linkedin.com/in/derekeweeks/ Copyright © Open Text Corporation. All rights reserved.

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