composing a case management solution with saas, paas, on-premise products

Composing a Case Management solution with SaaS/PaaS/On-prem productsAn holistic approach for our core processes

June 2016AMIS25 ConferenceLéon Smiers

2Copyright © 2015 Capgemini and Sogeti. All Rights Reserved

Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016

Oracle Case Management Solutionshttp://oraclecasemanagementsolutions.com/

http://oraclecasemanagementsolutions.com/



An holistic approach for our core processes

Big challenges are facing the core processes in a company.Are we going cloud, stay on-premise, or go for hybrid?

An holistic approach leads to better insight in the solution!



Industry core processes



Case Management Solution Framework

Design categories

Lifecycle Information

Interaction



Case management classifications



Standardized Case management design components

Lifecycle

Case flow/Process Events

Rules

Information

Data Document & media

People relationship

Interaction

Portal design Dashboard

Channel

Integration

Roles &Authorization



Different dynamics in case classifications

Lifecycle


Rules

Information


People relationship

Interaction


Channel

Process type Events

Service Request Low amount

Incident management Possibly high amount

Investigation Possibly high amount

Content types

Input/Output : Structured

Input : Unstructured Output : Structured

Input : Unstructured Output : Structured

Channel Interaction

One to one, external focus

Many to many, internal/external focus

One to many, internal focus



Lifecycle


Rules

Information


People relationship

Interaction


Channel

Integration


Integration


Oracle BPM/ACM

Siebel

Oracle Policy Automation

Oracle Business Rules

Oracle Event Processing

Oracle Real Time Decisioning

Oracle SOA Suite

Oracle IDM

Oracle Database

Siebel Repository

Oracle Customer Data Hub

Oracle Product Hub

Oracle Webcenter Content

Oracle Webcenter Portal

Siebel Open UI

Oracle ADF

Oracle MAF

Oracle BAM

Integration


Oracle SOA Cloud

Oracle IntegrationCloud

Oracle SOA Cloud

Oracle Database

Oracle Document Cloud

Oracle Customer Data Hub

Oracle Product Hub

Oracle Big Data cloud

Oracle Service Cloud

Oracle Mobile Cloud

PaaS Big Data

Oracle Social Network

Oracle Sites Cloud

Oracle Service Cloud

Oracle Process Cloud

Service Cloud Policy Automation

Oracle IoT

Oracle BPM/ACM (Java Cloud)

Oracle products On-premise and Cloud

How do we determine what products we need?


Examples

Mortgage process improvement



Mortgage process improvement



A mortage in a week, Changing the dynamics of the mortgage intake process



Mortgages process

Sales Origination Fulfillment

IntakeDetermine customer

needs

Provide quote



Mortgage – Improvement of customer interaction and performance

Lifecycle


Rules

Information


People relationship

Interaction


Channel

Integration


1

2

3

3 4

5

3 3

(1) Mobile Cloud

(4) BI Cloud

(3) Service Cloud(2) Process Cloud

(2) ACM/BPM

(5) SOA Cloud



Example Use Case

Initial Application

New Case ApplicationReviewProcess

Notification –Missing Info

Request Assistance

NewServiceRequest

Request handled

ApplicationCompleted

Case Updated.Ready for next

phase

MonitoringFor Continuous

Improvement



Example Use Case – Oracle Cloud Components



Oracle Cloud Components

Mobile Cloud




Mobile CloudOn-Prem Case Management Process Cloud





Service Cloud





Service CloudBI Cloud



Oracle Cloud Platform for Case Management


Service CloudBI Cloud

1 2

34

2

Examples

Managing overbooking – customer loyalty



Managing overbooking – customer loyalty



How to avoid loosing loyal customers while maximizing capacity



Managing overbooking – Customer loyalty

Lifecycle


Rules

Information


People relationship

Interaction


Channel

Integration


2 11 1

(2) Mobile Cloud(1) Service Cloud

1



Peter and Lana get a message from Hotelize, being loyal customers…



The offer looks great, so Peter makes a booking in Hotelize’s website



And then they arrive at the hotel and…



Rebooking the Hotel reservation via an App

Examples

Police investigation – sharing information



Police investigation – sharing information



Improving the internal/external collaboration and sharing of information



Police investigation – prime example of Incident case handling



Police Officer view, what is wanted



…and the reality



Police investigation – sharing information & improving collaboration

Lifecycle


Rules

Information


People relationship

Interaction


Channel

Integration


1

Document Cloud

1



Document Cloud including conversations example



End-to-end control, expanding to external organisatonsHow to stay in control

Police organisation

Forensic institute

Request For forensic

research



Police investigation – expanding to external organisatonsHow to stay in control

Lifecycle


Rules

Information


People relationship

Interaction


Channel

Integration


Process Cloud

1

Summary



An holistic approach for our core processes





Contact Information

Léon SmiersSolution Architect OracleBPM/Case Management/PaaSOracle ACE

Email:[email protected].: +31 6 150 30 373

http://twitter.com/leonsmiershttp://www.capgemini.com/oracleblog

mailto:[email protected]

http://twitter.com/leonsmiers



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