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

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

Oracle Case Management Solutionshttp://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

Information

Data Document & media

People relationship

Interaction

Portal design Dashboard

Channel

Integration

Roles &Authorization

Different dynamics in case classifications

Lifecycle

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

Channel Interaction

One to one, external focus

Many to many, internal/external focus

One to many, internal focus

Lifecycle

Information

People relationship

Interaction

Channel

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

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

Mortgages process

Sales Origination Fulfillment

IntakeDetermine customer

Provide quote

Mortgage – Improvement of customer interaction and performance

Lifecycle

Information

People relationship

Interaction

Channel

Integration

(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

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

Examples

Managing overbooking – customer loyalty

How to avoid loosing loyal customers while maximizing capacity

Managing overbooking – Customer loyalty

Lifecycle

Information

People relationship

Interaction

Channel

Integration

2 11 1

(2) Mobile Cloud(1) Service Cloud

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

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

Information

People relationship

Interaction

Channel

Integration

Document Cloud

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

Information

People relationship

Interaction

Channel

Integration

Process Cloud

Summary

An holistic approach for our core processes

Contact Information

Léon SmiersSolution Architect OracleBPM/Case Management/PaaSOracle ACE

Email:leon.smiers@capgemini.comMob.: +31 6 150 30 373

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

www.sogeti.comwww.capgemini.com

Rightshore® is a trademark belonging to Capgemini.

No part of this presentation may be modified, deleted or expanded by any process or means without prior written permission from Capgemini.

About Capgemini and SogetiNow with 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR 10.573 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

Sogeti is a leading provider of technology and software testing, specializing in Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and Cyber Security. Sogeti brings together more than 20,000 professionals in 15 countries and has a strong local presence in over 100 locations in Europe, USA and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the Paris Stock Exchange.

Composing a case management solution with SaaS, PaaS, On-premise products

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Transcript of Composing a case management solution with SaaS, PaaS, On-premise products

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