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Achieving Business Visibility with Business Process Management and Business Intelligence

Achieving Business Visibility with Business Process Management and Business Intelligence. Ken Ng Principal Product Manager, Oracle Fusion Middleware. Business Expecatations. Process Leadership. Business Process Visibility. Adaptive BPM. Business Process Intelligence (BPI).

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Achieving Business Visibility with Business Process Management and Business Intelligence

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  1. Achieving Business Visibility with Business Process Management and Business Intelligence Ken Ng Principal Product Manager, Oracle Fusion Middleware

  2. Business Expecatations

  3. Process Leadership

  4. Business Process Visibility Adaptive BPM Business Process Intelligence (BPI) Intelligent BPM Smart BPM

  5. Why Business Visibility matters? • Business Driver • How do I make sound business decisions with disconnected data? • How can I measure my KPIs and improve them in real-time? • Challenges • No unified platform to handle “what-if” and “how” analysis • BI dashboards not actionable by business users • No real-time intelligence for on-the-fly decision making

  6. Business Visibility Business Users care about visibility; not BAM, BI or OEP Visibility should not only give insight, but also offer the ability to take actions

  7. Business Visibility in Action

  8. Business Visibility Demo • Demonstrate how visibility can drive business decisions at different levels within an organization • Business Scenario • Credit Card Call Center Process (inspired by IDC Credit Card Scenario) • Role based insight • Components at work • BPM - Process orchestration • BAM - Real-time visibility • BI EE - Role based insights using BI Dashboards • RTD - Guided decision making

  9. Demo: Credit line increase at ViMAD • ViMad is a call center company specializing in handling customer service for credit card • Credit Card companies like Visa, MasterCard, AMEX, Discover have outsourced their customer service operations to ViMad • ViMad performance is measure by 2 goals • Improve customer satisfaction • Higher call center efficiency • To begin with, ViMad has decided to get more visibility into “Credit Line Increase” request

  10. ViMAD Credit Card Call Center Current Process flow • Customer submits credit limit increase request 3 • Call Center Agent is notified via email about customer request. 1 2 • Customer is notified about the decision via email. Rejected requests cause customer disappointments • Agent manually investigates customer spending history before deciding to approve/reject 5 4 • Call Center VP is interested in improving customer satisfaction, but lacks data to measure/improve it • Call Center Manager asks IT developer to run daily reports to monitor request status

  11. Current Challenges

  12. Areas of Improvement

  13. ViMAD Credit Card Call Center Improved Process Flow • WebCenter provides personalized and contextual view • Rules driven BPM process auto-approves, auto-rejects or sends for review • BI dashboards provide customer insights • Customer submits credit limit increase request Call Center Rep • RTD presents relevant promotion offers to rejected requests • CEP analyzes incoming requests for fraud detection • Receives alerts when Fraud pattern detected • Reviews RTD correlations to identify and prioritize promotional offers Call Center VP Call Center Manager • Analyzes customer satisfaction & call center efficiency trends on mobile/iPad using BI • BAM provides real-time insight into KPIs and bottlenecks

  14. Roles & Responsibilty

  15. “Credit Line Increase” BPM Process RTD Integration

  16. Call Center VP Dashboard

  17. Marketing Analyst

  18. Mobile enabled Call Center VP Dashboard

  19. Demo

  20. American Express Optimizes Charge Write-Offs Providing Consistent Resolution RESULTS OPPORTUNITY SOLUTION • Deployed to across 2000 Call Center Agents for “Question a Fee” Service Treatment Recommendations • Minimized fraud and escalation • Charge write-off enriched with RTD • Instrumented with BPM • Improve “Question a fee” service treatment • Expedite processing while minimizing fraud

  21. With intelligent processes, Motability manages Vehicle Remarketing across different channels • Need: • Maximize profitability of used car sales taking into account market conditions • Solution: • Oracle BIEE, Oracle SOA & Oracle Rules • Insight provided by BI Dashboards triggers alerts that automatically makes changes to the Business Process • Benefit: • Optimal & cost saving business strategy for marketing vehicles

  22. Graphic Section Divider

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