CamundaCon 2018: Ramping up: Camunda BPM and Optimize (Visana)

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Presented by Johannes Eltgen Visana is one of the leading insurance companies in Switzerland with a focus on health insurance, being known as a market leader when it comes to customer satisfaction and quality. As the health insurance market is regulated and product innovation kind of complicated, we have set a focus on re-thinking and optimizing our processes in the last few months, surfing on the wave of digitalization. With Camunda as our preferred supplier we have established Camunda BPM as a core system - handling our most important core processes – and Camunda Optimize to further understand and improve them. All that talking about a few couple of months. We want to share our exciting story about routing millions of documents, matching employee skills to existing tasks and other interesting insights. Our journey has started with a proof of concept, implementing BPM in an iterative setup and finally leading to a different way how we think, see and handle our internal processes and organization.

Technology

Ramping up: Camunda BPM and Optimize
CamundaCon 2018
Johannes Eltgen, Head of IT Management

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Visana: Facts & Figures
827‘000 ClientsService Leader
Health + Accident
Major Insurer in CH
Since 1996
3.3 Bn CHF Premium
1300 Employees
100 Field Offices

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Why digitalization?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Leistungserbringung
LP
Finanzen Informatik Human Resources Services
Benutzerunterstützung
in komplexen Abläufen
Verkauf
BPM +
Ersatz
CRM
PoC
BPM MIS
«Verwaltungs- und Kontrollinstanz» (Prozess-Orchestrierung)
Prozessautomatisierung
BAM (Tracking & Steuerung)
Prozess-Repository & -Portal
«Früh-Scanning»
(Domino)
CRM Kernsystem
DoDo better

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Why digitalization?
 Ability to follow fast
 Increase quality and efficiency
 Business Activity Monitoring // Transparency

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Overview: Document routing yesterday vs today
Post AVOR Specialist
CS
CAM DOCS
YesterdayToday
CS

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
How did we start?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Initial setup
 Strategic program
 Crossfunctional team
 Scrum… but
 Multi-vendor setup
 Limited scope and complexity

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Where did it go?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Ramping up
Complexity
Benefit
Time
ERFA
ABRV
PEUV
PEHK
PETG
Optimize

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Where are we today?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
8’351’011’320

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
8’351’011’320 EDE*
291’212’940 FNI**
16’000 Docs***
* [Executed Decision Elements] per year
** [Flow Node Instances] per year
*** [Documents] per day

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Setup as of today
 Two teams, 16 people
 Competence focus
 Project selection criteria: ROI

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
How does it look like?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Tasklist

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Business Activity Monitoring

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Optimize

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
What are our success factors?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Success factors
 Scrum
 Motivated people, fulltime, co-located
 Camunda BPM
 Start small, grow smart
 Management support

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
What impact on our organization?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Impacts on Visana
 Think end to end instead of silos
 Functional instead of technical
 Predictability
 Organizational adjustments

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Not because of Camunda…
… but with Camunda!

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Thank you

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
What about risks?

CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Risks
 Core system
 Maintenance in a project setup
 Workplace design

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Organizations around the world have been moving toward the goal of a ‘paperless office’ for years. Fast forward to 2020, with millions of people working from home and mission critical operations are breaking down because they depend on a manual process which in turn requires a person to act. The top priority for enterprises with nonfunctioning processes is restoring operations quickly. The best approach to fix fully or partially manual processes requires some planning to achieve the desired outcome of a digital + human workflow. Join Robert Emsbach, Head of Consulting, APAC, Camunda, and Mary Thengvall, Director of Developer Relations, Camunda, as they discuss best practices when digitizing paper processes. Learn common pitfalls to avoid; which architectural approaches can yield the best return and how to build in flexibility when digitizing manual processes.

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camunda services GmbH

Camunda BPM is the leading open-source platform for workflow and decision automation. For developer friendly organisations, it is becoming the de facto standard for process automation. Yet, there is always room for improvement. Can we allow users to monitor and improve their processes end-to-end - even if parts of the process are not automated with Camunda? Can we expand support for more programming languages? Can we make BPMN execution and standards support even more powerful? Yes, we can. And we have. Continuous improvement is at the heart of what we do. Join this webinar with Camunda’s VP of Product Management, Rick Weinberg, as he discusses the workflow enhancements and operational efficiencies coming in the 7.13 release and the value they deliver to Camunda customers and the Camunda community. In this webinar, you’ll learn about: - How Camunda Run lets teams automate and orchestrate processes…no JAVA or app server knowledge required - Our Open API support will let any developer use Camunda in their preferred programming languages - Seamlessly generating a Camunda Rest client in your language of choice - Standards continue to drive Camunda as we expand Open API support of the REST standard, in addition to support for DMN1.3 and FEEL expressions - Process Events Monitoring: End-To-End Process Monitoring and Reporting for your Camunda (or non-Camunda) process fragments Presenters Rick Weinberg, Camunda VP Product Management Thorben Lindhauer, Engineering Manager Camunda BPM Nico Rehwaldt, Principal Software Engineer Camunda Modeler Niall Deehan, Camunda Developer Advocate

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camunda services GmbH

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A company’s core business processes nearly always span more than one microservice. In an e-commerce company, for example, a “customer order” might involve different services for payments, inventory, shipping and more. But how do these services play together to fulfill the customer’s desire? Implementing long-running, asynchronous, and complex collaborations between distributed microservices is challenging. How can we ensure visibility of cross-microservice flows and provide status and error monitoring? How do we guarantee that overall flows always complete, even if single services fail? Or how do we recognize stuck flows so that we can fix them? In this webinar, Bernd will explain how workflow automation supports the orchestration of microservices, to make sure business processes are always carried out - even in case of failure - providing monitoring and visibility into the overall progress and status. He will reveal how to do all of this without introducing monolithic workflows that clash with microservices principles. You will also learn how to balance orchestration (using a workflow engine) with choreography (using events). Still believe that choreography is more loosely coupled and thus the modern way to go? You definitely need to listen in…

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camunda services GmbH

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Process Automation Forum Vienna, A1 & J-IT

camunda services GmbH

Konsolidierung des Designs & Integration der Planungsprozesse mittels Camunda Modeler & BPM Engine. Thorsten Guggenberger, CEO, "J-IT" IT-Dienstleistungs GesmbH Christian Stöhr, IT Business Analyst, A1 Wir geben einen Einblick in die Konsolidierung der semiautomatischen Planungsprozesse mittels Camunda Process Modeler und anschließend die Implementierung der Prozesse mittels Camunda BPM sowie der Integration in die Bestandslandschaft (Remedy, Tibco, uvm.).

Process Automation Forum Vienna, Raiffeisen

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Camunda als Kernkomponente der digitalen Transformation der Raiffeisen Bankengruppe Österreich. Michael Feichtegger, IT-Architekt, Raiffeisen Software GmbH Thomas Kriechbaum, IT-Architekt, Raiffeisen Software GmbH Die Raiffeisen Software GmbH als Softwarelieferant der Raiffeisen Banken Gruppe Österreich setzt seit mehr als einem Jahrzehnt auf Open Source Workflow Lösungen. Als jBPM 3 Nachfolgeprodukt wurde Camunda BPM ausgewählt. Im Zuge der Einführung von Camunda BPM standen wir vor einigen Herausforderungen. Folgenden Punkte werden wir im Vortrag behandeln. Darstellung der Architektur und Betriebsrahmenbedingungen (Parallelbetrieb unterschiedlicher Workflowlösungen) Showcase 1: Migration bestehender BPM Prozesse nach Camunda BPM Prozesse bei bestehenden Applikationen Showcase 2. Omnikanal Architektur mit Camunda BPM in OpenShift

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A decade ago, business process management (BPM) focused on modeling and perhaps automating stable, repeatable back-office processes. Even with the bar set this low, many of the BPM tools on the market struggled to meet the needs of the business. Today, business processes are more dynamic. Enterprises are more likely to focus on customer-facing, front-office processes. Low-code tools improve collaboration, increase quality, and lower technical debt. And we have yet to maximize the full power of the cloud. Welcome to the BPM renaissance. On this live webinar, listen to Jason Bloomberg, president of analyst firm Intellyx, and Daniel Meyer, CTO Camunda, as they discuss how today’s BPM addresses business problems the way first-generation BPM never could. They will cover the five core value propositions of next-generation BPM and explain how low-code technologies and cloud-native computing change the BPM game, allowing you to not just survive, but also thrive through these transformative times.

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1. Ramping up: Camunda BPM and Optimize CamundaCon 2018 Johannes Eltgen, Head of IT Management

2. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Visana: Facts & Figures 827‘000 ClientsService Leader Health + Accident Major Insurer in CH Since 1996 3.3 Bn CHF Premium 1300 Employees 100 Field Offices

3. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Why digitalization?

4. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Leistungserbringung LP Finanzen Informatik Human Resources Services Benutzerunterstützung in komplexen Abläufen Verkauf BPM + Ersatz CRM PoC BPM MIS «Verwaltungs- und Kontrollinstanz» (Prozess-Orchestrierung) Prozessautomatisierung BAM (Tracking & Steuerung) Prozess-Repository & -Portal «Früh-Scanning» (Domino) CRM Kernsystem DoDo better

5. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Why digitalization?  Ability to follow fast  Increase quality and efficiency  Business Activity Monitoring // Transparency

6. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Overview: Document routing yesterday vs today Post AVOR Specialist CS CAM DOCS YesterdayToday CS

7. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen How did we start?

8. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Initial setup  Strategic program  Crossfunctional team  Scrum… but  Multi-vendor setup  Limited scope and complexity

9. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Where did it go?

10. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Ramping up Complexity Benefit Time ERFA ABRV PEUV PEHK PETG Optimize

11. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Where are we today?

12. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen 8’351’011’320

13. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen 8’351’011’320 EDE* 291’212’940 FNI** 16’000 Docs*** * [Executed Decision Elements] per year ** [Flow Node Instances] per year *** [Documents] per day

14. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Setup as of today  Two teams, 16 people  Competence focus  Project selection criteria: ROI

15. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen How does it look like?

16. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Tasklist

17. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Business Activity Monitoring

18. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Optimize

19. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Optimize

20. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What are our success factors?

21. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Success factors  Scrum  Motivated people, fulltime, co-located  Camunda BPM  Start small, grow smart  Management support

22. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What impact on our organization?

23. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Impacts on Visana  Think end to end instead of silos  Functional instead of technical  Predictability  Organizational adjustments

24. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Not because of Camunda… … but with Camunda!

25. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Thank you

26. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen

27. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen What about risks?

28. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen Risks  Core system  Maintenance in a project setup  Workplace design

Editor's Notes

Introduction Not the apple stock chart Why am I here: Optimize contract, thought: Impressive story to tell, share insights, you can benefit from our experience Camunda community focus and we want to give sth back Share our story
Private and Corporate Turnover
Capability Gap Competence Gap
Paper based business Several ten thousand documents Preparation, enrich documents with information needed to route them to the person that takes care of it OCR extract
7 people Fulltime Co-located
Offering process for our products
Documents 1’399’840
Business got hungry
Workplace design has two factors Work digital all day long How do we work? Push or pull?

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