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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/
3Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
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!
4Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Industry core processes
5Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Case Management Solution Framework
Design categories
Lifecycle Information
Interaction
6Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Case management classifications
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
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
8Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Different dynamics in case classifications
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
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
9Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
Channel
Integration
Roles &Authorization
Integration
Roles &Authorization
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
Roles &Authorization
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?
An holistic approach leads to better insight in the solution!
Examples
Mortgage process improvement
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgage process improvement
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!
A mortage in a week, Changing the dynamics of the mortgage intake process
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgages process
Sales Origination Fulfillment
IntakeDetermine customer
needs
Provide quote
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgage – Improvement of customer interaction and performance
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
Channel
Integration
Roles &Authorization
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
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
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
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Example Use Case – Oracle Cloud Components
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile Cloud
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
19Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
22Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
Service Cloud
27Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile CloudOn-Prem Case Management Process Cloud
Service CloudBI Cloud
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Platform for Case Management
Mobile CloudOn-Prem Case Management Process Cloud
Service CloudBI Cloud
1 2
34
2
Examples
Managing overbooking – customer loyalty
32Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Managing overbooking – customer loyalty
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!
How to avoid loosing loyal customers while maximizing capacity
33Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Managing overbooking – Customer loyalty
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
Channel
Integration
Roles &Authorization
2 11 1
(2) Mobile Cloud(1) Service Cloud
1
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Peter and Lana get a message from Hotelize, being loyal customers…
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
The offer looks great, so Peter makes a booking in Hotelize’s website
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
And then they arrive at the hotel and…
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Rebooking the Hotel reservation via an App
Examples
Police investigation – sharing information
39Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – sharing information
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!
Improving the internal/external collaboration and sharing of information
40Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – prime example of Incident case handling
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police Officer view, what is wanted
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
…and the reality
43Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – sharing information & improving collaboration
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
Channel
Integration
Roles &Authorization
1
Document Cloud
1
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Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Document Cloud including conversations example
45Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
End-to-end control, expanding to external organisatonsHow to stay in control
Police organisation
Forensic institute
Request For forensic
research
46Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – expanding to external organisatonsHow to stay in control
Lifecycle
Case flow/Process Events
Rules
Information
Data Document & media
People relationship
Interaction
Portal design Dashboard
Channel
Integration
Roles &Authorization
Process Cloud
1
Summary
48Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
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!
49Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
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
www.sogeti.comwww.capgemini.com
The information contained in this presentation is proprietary. It is for intermediary use only.Copyright © 2015 Capgemini and Sogeti. All rights reserved.
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.