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© 2013, Confiden.al, Pegasystems Inc. Pega Rules Process Commander Erik Moti, Solution Consultant Manager 24 June 2013
© 2013, Confiden.al, Pegasystems Inc.
Pega Rules Process Commander
Erik Moti, Solution Consultant Manager
24 June 2013
RAISED CUSTOMER SATISFACTION 40%
SAVED $25M & IMPROVED CUSTOMER SATISFACTION
RETAINED ADDITIONAL 4% OF MOST VALUABLE CUSTOMERS
IMPROVED SERVICE LEVELS TO INCREASE CUSTOMER LOYALTY
Op.mize Customer Experience
Automate Operations
DRAMATICALLY IMPROVED SUPPLY CHAIN EFFICIENCY
CONSOLIDATED FIVE CALL CENTERS INTO ONE
CREATED ONE CLAIMS PROCESS AROUND THE GLOBE
ENABLED AGILE ENTERPRISE ORDER ORCHESTRATION
STREAMLINED ACCOUNT OPENING AND ON-‐BOARDING
DOUBLED MARKET SHARE IN ONE YEAR
ENABLED MULTI-‐CHANNEL CROSS-‐SELL, UP-‐SELL
ENROLLED 1 MILLION CITIZENS IN 6 MONTHS
DRIVE REVENUE
30% REVENUE GROWTH
ENHANCE EFFICIENCY
40% PRODUCTIVITY GAIN
ENGAGE CUSTOMERS
5 POINT RETENTION
360°
Who Why/What When/Where/How Intent Data Process + +
360° 360°
Automate Operations
Op.mize Customer Experience
1080° 720° High Defini*on
Automate Operations
Optimize Customer Experience
SERVICE ORIENTED ARCHITECTURE (SOA) LEGACY APPLICATIONS Infrastructure (App Server, Database, etc.)
Execu.on Gaps “Make it easy!” “Meet my needs” “Understand me”
Oriented ArchitectureTM (COA)
EFFICIENCY
CROSS-‐SILO
CROSS-‐CHANNEL
Customer
Archaic Development
Chao.c Processes
Ineffec.ve Systems
SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.)
Execu.on Gaps
Archaic Development
Chao.c Processes
Ineffec.ve Systems
Customer Oriented Architecture (COA)
6R WORK AUTOMATION
3
AnXcipatory Retrieval
AdapXve AnalyXcs Open Database
ProducXvity & Quality Alerts
Model & Simulate
Priority
Cases & Folders
Skill Based RouXng Tailored InteracXons
Next Best AcXon
MulX-‐Channel
Imaging
Web Services
Telephony System-‐Driven Processing
Guided Processing
Automated TransacXons
DIRECTLY CAPTURE OBJECTIVES
1
SITUATIONAL LAYER CAKE
2
INDUSTRY PROCESSES
CROSS-‐SILO
CROSS-‐CHANNEL
EFFICIENCY
LEGACY APPLICATIONS
Web self service Integra.on
JAD Joined Applica.on development
Business Objec.ves ________ _Word__ _Excel__ ___....___
Discovery map
Internet App. Composer
JSR 168 JSR 286
Business User Portal
Model ____ ____ ____
Pega Rules Engine Process Commander
Rule form specifica.on
__________ __________ __________ __________
Work Rules (XML)
Web Self Service Portal
Mobile Portal __________ ______
Process Rule Specifica.on ____ ____ ____
Architect Domain
Analyst Domain
Business User Domain
Directly capture objectives
Discovery Maps Process Flows Integra.on Decision
Strategies Drag & Drop UI
High level user stories and business requirements
captured in a collabora.ve way
Model driven development Transform business goals into better business outcomes
Discovery Maps Process Flows Integra.on Decision
Strategies Drag & Drop UI
Process flows allow users to turn business strategies into realized processes they can run as soon as they have
drawn them
Model driven process management Transform business goals into better business outcomes
Discovery Maps Process Flows Integra.on Decision
Strategies Drag & Drop UI
Real .me integra.on leverages 360° customer and company
view. Integra.ons with internal, external systems, social media
and mobile devices
Model driven integration Transform business goals into better business outcomes
Discovery Maps Process Flows Integra.on Decision
Strategies Drag & Drop UI
Model driven strategy design allows business users to build their strategies to manage the ‘Next Best Ac.on’ of their
customers
Model driven decision strategies Transform business goals into better business outcomes
Rich web based UI can quickly be defined, tested and changed to reflect the business need and is directly linked to the business process and mobile devices
Discovery Maps Process Flows Integra.on Decision
Strategies Drag & Drop UI
Model driven user interfaces Transform business goals into better business outcomes
Request Change rate of 30yr Jumbo Mortgage in New York for Silver Customers Change rate of 30yr Jumbo Mortgage in New York
for Silver Customers.
Situa.onal Layer Cake Align Customer and Business Intent
Frameworks like CPM
Pegasystems PRPC
Europe
NL
North
SE FR
South
SW US
North
CA
Americas
BR
South
AR
Channel
Office Media
F Li T Br CC
Product
Spec Generic
O M T HC TE
Enterprise Standards
Europe
North
NL
Channel
Office
Br
Product
Spec
TE
Dialogue
Connector
Route
Governance
Situational rule selection
6R Work Automa.on Drive Work to Done
AnXcipatory Retrieval
AdapXve AnalyXcs Open Database
ProducXvity & Quality Alerts
Model & Simulate
Priority
Cases & Folders
Skill Based RouXng Tailored
InteracXons
Next Best AcXon
MulX-‐Channel
Imaging
Web Services
Telephony System-‐Driven Processing
Guided Processing
Automated TransacXons
Customer : There must be a recipient of the process' outcome, a customer.
Cross-functionality : A process regularly can, but not necessarily must, span several functions.
President
VP Product VP Sales
DEF
ABC
HIJK
Man Engng
DEF
ABC
HIJK
Man Manif.
DEF
ABC
HIJK
VP service
DEF
ABC
HIJK
VP Finance
DEF
ABC
HIJK
VP Marke.ng
DEF
ABC
HIJK
with the subsequent IT landscape grown over the years And with the subsequent IT spagheb scape grown over the years
Organizational structure drove IT development
Enterprise integra.on layer
Services
Cost Agility Manageability
Transparency Objec.vity Flexibility
Ra.onalize the landscape into the situa.onal rule selec.on
