OpenText Smart Process Applications

Smart Process Applications

Derek E. Weeks

Copyright © Open Text Corporation. All rights reserved.

Enterprise apps: structured, predictable processes

79%79%Inflexibility limits Inflexibility limits

changes to processchanges to process

85%85%Poor cross-functional Poor cross-functional

processesprocesses

75%75%IT budget absorbed by IT budget absorbed by

maintenance and maintenance and updatesupdates

Source: Forrester Research, Inc.


BPM Mobile: work anywhere.BPM Mobile: work anywhere.

3

1.3 billion mobile workers by 2015

60% of LinkedIn users ages 18 - 34

85% of existing apps mismatched with business requirements

Growing expectations of the new iWorker

Copyright © Open Text Corporation. All rights reserved.4

Interactions using antiquated transactional approaches

48% will invest in collaboration tech to improve app performance

Smart devices, pervasive video, social media, collaboration

Changing expectations of the customer


BPM must evolve from a blank slate

5

Good News / Bad News: it can work for any process

Address a greater spectrum of process interactions

Good to great to extraordinary


Packaged Apps?Something Better?

Blank Slate?


Source: Forrester Research, Inc.

Smart Process Applications


Smart Process Applicationsdeliver more of what customers want

SmartProcess

Applications

Work gets done faster and at lower cost by integrating process, content, collaboration, communications, awareness, and analytics.



eFOIA Application is recorded

Processor reviews Applic

Investigator reviews Applic

Send Info

Notify Citizen

Approved?

Rejected?

eFOIA Applicationsis scanned and indexed

Capture Docs?

Other Docs?

Reroute applic?

Citizen Info What is happening in my dept?

Automate Tasks?



Approved?

Rejected?

OpenText Capture

OpenText StreamServe

OpenText BPM

OpenText BPM

eFOIA Application is recorded

Processor reviews Applic

Workerreviews Applic

Send Info

Notify Citizen

eFOIA Applicationsis scanned and indexed

OpenText Content Server


30 days to Smart Process Applications

Horizontal & vertical: using out-of-the-box components

Cloud: managed hosting, rapid deployment, secure, scalable

Accelerating value


Accelerating value

Employees, Customers

Knowledge Worker

Process Professional

Manager


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


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 withinthe IM window

Conversations are captured in a decision audit trail or inside the knowledge base.

Customer Service Agent


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


A better way to access new servicesSelf-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


Supports 5000 employees with

services including HR, management of

crime scene video, and compliance for

storing criminal records.


The U.S. Social Security Administration

uses OpenText BPM to track detailed

information pertaining to allegations

and cases of fraud.


Implementing our own software.


Facilities Management

Shared Services

Human Resources

HorizontalSolutions

VerticalSolutions

InsuranceUnderwriting

InsuranceClaims

Management

BankingNew Account

Opening

Government

Pension & Superannuatio

n

Healthcare

Wealth Management

Aggregate Spend

LegalNew Matter

Intake

EnergyApplication for Expenditure

ContractsManagement

CustomerService


Delivered by OpenText

Delivered by Partners

Delivered by Customers

Where will the nextSmart Process Application come from?

Copyright © Open Text Corporation. All rights reserved.Copyright © Open Text Corporation. All rights reserved.

Thank You

Derek E. Weeks301.471.4911

[email protected]

@weekstweets

www.linkedin.com/in/derekeweeks/

OpenText Smart Process Applications

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