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Smart Process Applications

Smart Process Applications. Craig Le Clair Vice President and Principal Analyst. March 5, 2013. 5 accelerators drive process transformation by 2020 . Today’s bloated software will not get us to new systems of engagement. 79%. 84%. 85%. Inflexibility limits change.

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Smart Process Applications

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  1. Smart Process Applications Craig Le Clair Vice President and Principal Analyst March 5, 2013

  2. 5 accelerators drive process transformation by 2020

  3. Today’s bloated software will not get us to new systems of engagement 79% 84% 85% Inflexibility limits change Lack of process visibility Needs mismatch apps Survey of 120 Business Process Pros, Sept 2011

  4. Firms struggle to manage untamed business processes

  5. Customer On-boarding

  6. Claims Processing • Help me with shopping • Sign me up • Engage in my health • Pay my claims • Solve my issues

  7. Invoice Processing

  8. Untamed business processes need smart process apps

  9. WhatAre Smart Process Apps? These industry-specific apps are easy for people to use, help them collaborate more effectively, and, yet, are adaptable to the rapid pace of change required by today’s dynamic business demands. They do this by automating both structured and unstructured work activities (untamed processes) in support of collaborative processes. Source: Forrester Research, “Smart Process Applications Fill A Big Business Gap”, August 8, 2012

  10. In 2012, Forrester sizes the Total SPA Market to be approximately 9% of the Total Application Software Market • . • Forrester divides the Total SPA Market into 3 subcategories: • BPM suites that allow companies to build their own, custom smart process apps (22% of the SPA market in 2012). • Vertically-oriented smart process apps that will be built on BPM platforms (7% of the SPA market in 2012). • Existing smart process apps that have emerged as complements to transactional apps (71% of the SPA market in 2012). • .

  11. Smart process apps will emerge that are designed for people and built for change Multi-channel Communications of relevant information Image Source: Forrester Research

  12. Business Process Management Suites Become A Platform For Smart Process Apps

  13. The large majority of real work goes into handling exceptions Unique problem, requiring supervision 1-2% Opportunity for differentiation Ad hoc Requires ad hoc interactions to resolve exceptions 2-4% Structured Collaboration Custom Extensions Requires interaction with colleagues 15-18% Production The cost of doing business Limitation of packaged apps 75-80% Straight through follows the happy path

  14. Dynamic case management rethinks how work gets done Set-up the case Set-Up Mortgage Application Optional fragments Checks Connected states Offer Mortgage Administer

  15. People • Case management tackles complex, document-intensive processes Data Content Collaboration Processes Reporting Policies Events History

  16. SPA Will Focus On Industry Solutions Smart Process App Market (US$ millions) I&E Products Trans & Log Utilities Financial Services Insurance Healthcare Government Source: Forrester Research SPA Market Forecast, November 2012

  17. Projected SPA Use Cases In Financial Services “What are your company's three most important industry priorities?” [Banking industry] • Retail Customer Service • Account Opening • Risk Management • Product Processing • Regulatory Reporting Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011

  18. Projected SPA Use Cases In Government “What are your company's three most important industry priorities?” [Federal government] • Constituent Communications • Citizen Self Service • Candidate Management • Contracts Management • Care/Service Coordination Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011

  19. Projected SPA Use Cases In Healthcare “What are your company's three most important industry priorities?” [Healthcare industry] • Virtual Repository for Health Information • Discharge Summary and Management • Collections Case Management • Case-based Care Coordination • Investigative Case Management (RAC Audits) Source: Forrsights Budgets And Priorities Tracker Survey, Q4 2011

  20. Get on the path to process transformation by embracing Dynamic Case Management, BPM, ECM and SPAs.

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