Case Management by EMC - xCP Platform
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1© Copyright 2011 EMC Corporation. All rights reserved.
Case management using xCP
Tim VereeckeSenior Systems EngineerEMC Information Intelligence Group - Benelux
The right choice in every case
2© Copyright 2011 EMC Corporation. All rights reserved.
DataMapping
Index
AccountDetails
UpdateAccount
DeleteAccount
CSRReview
DataMapping
Index
CaseInitiation
CaseClosing
• Notification• Document
generation• Records
management• Archiving• Updates
• Web• Email• Mobile• Paper• Scanning
Internal
External
Case Processing
How a case is handled…
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PeopleData
Content
Collaboration
Reporting
Policies
Events
Communication
Process
It’s All About the Case
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Approach 1: COTS or Custom Development
DEGREE OF CUSTOMIZATION
COTS CUSTOM
COST
FIT TO BUSINESS NEEDS
TIME TO DEPLOY
HIGH
HIGH
HIGH
HIGH
LOW
LOW
MED
LOW
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Approach 2 – Multiple “Best-of-Breed” Systems
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Integration
Integration
Integration Integration
Integration
Integration
Capture ECM
Customer Communications
Collaboration
ExternalSystems
BPM
Approach 2 – Multiple “Best-of-Breed” Systems
1. Lack of visibility and adaptability2. No end-to-end audit trail and
compliance3. No version management
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Is There A Better Way?
ECM Components
Integrated Platform
Static “Coded”
Applications
Dynamically “Composed”Applications
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Integration
Integration
Integration Integration
Integration
Integration
INFRASTRUCTURE
Capture ECM
Customer Communications
Collaboration
ExternalSystems
BPM
Documentum xCP: End-to-end Solution
Enterprise Content Management
Content
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COMPLIANCE AND ANALYTICS
SecurityRetention
ManagementDashboardsAudit Trails KPIs
APPLICATION COMPOSITION
GraphicalToolset
UI WidgetsProcessSnippets
Forms Controls
Best Practice
s
Community
Documentum xCP: End-to-end Solution
DOCUMENTUM xCP
“Documentum xCP has brought about a sea change in our philosophy and approach to deploying business critical applications. …We’ve been able to explore other technology areas in which we could eliminate redundancies and consolidate applications on a single
platform.”Dr. Lynn Vogel, CIO, MD Anderson
INFRASTRUCTURECapture Content Customer
CommunicationsCollaboration External
SystemsBPM
Enterprise Content Management
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Application Composition Checklist
Support For:
Rapid process and application development
Model driven, declarative architecture
Configuration
Composition
Orchestration
Customization
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xCelerators
Community
Composition Tools
Reusable Components
EMC Documentum xCP
How do we facilitate this?
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Reusable Components
ActivityTemplates
Form Controls
UI Widgets
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Defined Processes
Configured Forms
Composition Tools
Assembled User Experience
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xCelerators and Developer CommunityDevelop applications even faster
• Speed both development and deployment
• Sample apps, solution templates, express installers, reference architecture, best practices…
• 35 xCelerators• 9 Sample Applications• 26 Assets
• 26 Design Patterns
• Best Practice Guides
• All available in community: http://developer.emc.com/xcp
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Features and benefits
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Purpose-built, adaptable case worker user interface• Highly-configurable, all-in-
one UI for case-based applications
• Unites process, information, and monitoring
• Embedded content preview
• Work queues to distribute case load across users
• Rapid application configuration
• Optimized content and task-oriented access
• Role-based access
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Strong ECM capabilities to support content and security• All case information and
interactions must be stored in a common repository
• All case artifacts and models support versioning
• Search and classification capabilities both inside Documentum and external sources
• Security and role-based access control allows all users to share the same trusted source
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Strong BPM capabilities to support process• A business process is the
core of any case-based application
• Declarative, dynamic data model enables agility
• Activity templates promotes creation/reuse of commonly used process snippets
• Business rules (logic) can be changed dynamically
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End-to-End Information Governance to Provide Audit Trail and Retention• Complete audit trail is key
component to good governance
• Retention management to preserve case only for legally mandated period
• Trusted Content Services provides more advanced security
• Information Rights Management can seal cases beyond the firewall
Electronic signatures
Digital shredding
Singlesign-on
Authentication
Auditing
Encryption
Information rights
Retention Management
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Enterprise Capture to Automate Case Creation and Eliminate Data Entry Error• EMC Captiva can automatically
create a case in xCP when a new scanned document is received
• OCR capabilities to extract case metadata
• High-fidelity forms – Forms that look identical to their
paper counterparts
• Validation of data during scanning means only critical data needs to be presented to a human operator
• Redaction can invoked for enhanced security
DeliverExtractCapture Identify Validate
MetaDataAuthorDateFromSubjectCustomer
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Customer Communications Management for Rich Case Correspondence• Rich case correspondence with a
quick response time improves customer service
• Multi-channel distribution
• Automate creation and distribution of communications with the customer
• Ensure compliance
• Create templates in commonly used tools (Word, InDesign, Dreamweaver)
• Integrate directly into business process (automated) or via a button in the case worker UI (on-demand)
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Graphical tools for creating applications quickly with minimal custom code• Integrated, graphical toolset
• Drag-and-drop environment
• Double-click any template to configure rules associated with it
• Build business processes, electronic forms, and case worker user interfaces
• Common model shared between all tools
• Comprehensive process debugging
Build a process
Build a form
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Reusable Components and Sample Applications• Commonly used process
activity templates, form controls, and UI widgets are provided out-of-the-box
• xCelerators are available to provide software artifacts such as sample applications, solution templates, and process blueprints
• Simplified installers, documentation, technical white papers, education and training , and best practices are also provided on the community
ActivityTemplates
Form Controls
UI Widgets
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Dashboards for 360 degree view and display of key metrics/analytics• Interactive dashboards
• Visualize key performance indicators (KPIs) at aggregate and instance levels
• Unattended alerts and responses
• Identify and react to situations before they become problem
• Drag-and-drop dashlets to add/remove/move reports
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Access to external systems so all relevant information is available• Connect processes with
other applications that run key aspects of the business
• Connect external systems, applications, and people
• Outbound and inbound message and event correlation
• Search across external repositories
• CMIS support
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DemoA very quick look
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What we provide
Reduce cycle time, improve accuracy, and
enhance productivity
Speed Make well-informed
decisions that benefit the
customer and organization
Intelligence
Eliminate human error and protect
customers
PrecisionLeverage a unified infrastructure to
support diverse case management applications
Agility
CASE MANAGEMENT
xCP - The right choice in every case
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For more informationPlease visit these websites:
• Documentum xCP microsite– www.emc.com/xcp
• xCP Developer Community– developer.emc.com/xcp
• Documentum xCP Interactive Tour– http://www.emc.com/collateral/demos/mi
crosites/xcp/index.htm
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Upcoming events
EMC Documentum Update 2011 September 29 in Brussels
EMC Momentum 2011October 31 - November 3 in Berlin
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THANK YOU