crm and bpm suites of the future
TRANSCRIPT
Onyx Software Confidential – Do not DistributeNDA Required
CRM and BPM Suites of the Future
Ben Kiker
Chief Marketing Officer, Onyx Software
Welcome
Why is business process management today’s hot topic?
What are you going to learn today?
Why are Onyx and IBM sponsoring this event?
Onyx Software Confidential – Do not DistributeNDA Required
CRM and BPM Suites of the Future
Jim Sinur
VP and Distinguished Analyst, Gartner Group
What is BPM ?
Business Defintion
BPM is the management of all the processes supporting a businesstransaction/event from the beginning to the end while applying the policies/rules needed to support an organizations stated business model at a specific point in time
• BPM runs within the cultural constraints offered by an enterprise • BPM runs to meet the conflicting goals set by management and optimizes to find the sweet spot between them• BPM considers the contexts that it runs in while meeting stated outcomes• BPM ideally suggests better operational behavior• BPM ideally points to better tactics• BPM runs within tolerated and expected scenarios• BPM is flexible in a near real time fashion• BPM is not a technology, but is enabled by instances of BPM technology
How Can BPM Serve CRM Initiatives ?
• Campaign automation and optimization • Customer enrollment/onboarding
• Intelligent Cross Selling • Real Time Analytics
• Integrated Self Service
• Partner Management
• Mass Customization of Processes
BPM TaxonomyBPM Category Supporting Markets
Administrative (Visual BPM) Traditional Workflow
Task Oriented Portals
Team Process (Collaborative BPM) Knowledge Management
Team Support
Application Specific (Configured BPM) Packages
Content Management
Integration Centric (System to System) System to System focused
Composite Application
Application Independent (Pure Play BPM) Human to Human focused
Business Templates
Drivers for BPM Are Numerous
• New process creation/maintenance
• Current process understanding
• Mergers and acquisitions
• Business process outsourcing
• Package implementations
• Core process/systems consolidations
• Automation of manual processes
• Value/supply chain creation/maintenance and process fusion
• Optimized processes
• Compliance
• Scenario building for agility and policy management
BPM Is Thriving in Many Industries
• Insurance
• Banking
• Credit
• Financial markets
• Discrete manufacturing
• Healthcare
• Government
• Pharmaceuticals
• Telecommunications
• Retail
Healthcare Payer Organization Case StudySteps In Records Update Process
Physician Activities Insurer Activities Activity Eliminated in Automated BPM Environment
BPM Routing Capabilities Enable Direct Submittal (20%+ ROI)
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Process Efficiency is Being Delivered; Get on board or get out of the way
Reduction in elapsed timeHigher productivity per personImproved quality/reduced errors
Reduced number of stepsHigher employee satisfaction
Fewer people neededImproved coordination across depts./geo.
Automation of admin. tasksReduced cost per transaction
Enabling external users Improved regulatory compliance
Flex. in processes/bus. agility
Data/process integ. across apps.
Reduced riskReduced waste/scrap
85%70%55%In a 2003 study, percent of respondents that achieved
key process benefits
BPM flows enable optimized business events that coordinate
Hardware, Software, Facilities, Process, People
Above the water line: Long-Running Human-to-Human (H2H) Business Flows Enabled by Work Lists and Work Throughput Formulas
Below the water line: Short-Running System-to-System (S2S) Technical Flows in Support of Business Flows
BPM is Business Integration at Multiple Levels and Is Ubiquitous
Comments from a 2004 BPM Survey
50% of the respondents were business professionals
25% of the companies responding had asset bases in the millions
75% had asset bases in the billions
95% of the companies experienced a greater than 90% success rate amongst BPM projects
65% said that 90-100% of their implemented processes were H2H
15% said the were S2S dominated; only 2% said they had no H2H
75% did have projects underway now
BPM projects in the planning stage;
25% had 1; 25% had 2; 25% had 3-5; 15% had 6-10;
5% had over 10
Experience from 154 recent BPM projects
Growth Predictions for BPM
67% of the projects were completed in less than 6 months;
50% in 4 months or less
ROI none of the successful projects had less than 10% ROI; 78% had greater than 15% ROI; Wild numbers included 100% and 360%
77% had returns greater than $100,000.00 per project 55% has returns in the $100,000.00 to $500,000.00 range
Gartner predicts rapid growth
Ingredients for BPM Success
Visible and Successful Implementations
Real Cost Savings/Avoidance
Understanding the Real Process
Business Process Ownership
Leadership Buy-in
Quality Implementations
Analyze and Model Processes
Execute Processes
Integrate Humans and Applications
Monitoring ResultsMonitoring Results
Fast Path ChangesFast Path Changes
Dynamic RulesDynamic Rules
Dynamic BindingDynamic Binding
BPM Suite Taxonomy
CRM
B2B .NET
J2EE
ERP
?
?
1 2 3 4
Reactive Reactive Management Management
Proactive Proactive Management Management SimulationSimulation
ScenariosScenarios
System DynamicsSystem DynamicsA
dju
st Po
licies and
Ru
les
Operating System
Applications
EmergingCurrent
BPM Suites Require Explicit Flows & Rules
Classic
Operating System
Database
Applications
RulesRules
Services
FlowsFlows
Services
Flows
Data
Rules
Operating System
Database
Applications
RulesRules
FlowsFlows
Operating System
Database
Applications
RulesRules
Operating System
Database
Applications
IDS Scheer
BPM Suites Will Require Convergence Or Best of Breed
BPMSuites
Integration Server
Software Platforms
“EAI”
Business Rule
Engines
Pure- PlayBPM
Analysis, Simulation
Modeling, Design, & Construction
Tools
Business Activity
Monitoring
IBM
BEA Microsoft
SeeBeyond
Oracle
WebMethods Fair Isaac Pega
Ilog
Corticon
Mindbox ESI
PegaMetastorm
Staffware FileNet
Ultimus
Orbus
Microsoft
Proforma
Synthean
Systar
Applix
CA
Casewise
Proactivity
Lanner
Onyx Software
VineyardSoftHewlett-Packard
eiStream
Savvion
Fujitsu Clear
vendors with outboard rules
vendors with Inference
Tibco
Suggested Architecture for Round Trip Engineering
Provide continual feedbackProvide continual feedbackBuild contextual orientationBuild contextual orientationCommunicateCommunicateEncourage reassessmentEncourage reassessment
DefineDefine Your best practices rapid representation of the
knowledge of your experts
ValidateValidate to confirm that the best practices will meet evolving requirements and active scenarios’
dynamically simulate under the most realistic conditions
DeployDeploy best practices within selected scenarios into the operational environment
monitor best practices to achieve continuous improvement
Improve continuouslyImprove continuously to keep the process operating at peak efficiency
ImproveImprove
Architecture for Real Time Reactive Change
DetectDiagnoseExplainModelRespondwith scenario driven rule sets
DetectDiagnoseExplainModelRespondwith scenario driven rule sets
What is the significance of the events/data?
Detect
data
Outputs
System boundary
ProcessProcess
production, business, supply chain, network, financial, transportation,
aerospace…
Process and Knowledge based models enable
reasoning
events
Inputs
How do I get the process to the condition I want?
Respond
Selecting scenarios &taking corrective actions
In what conditionis the process?
Diagnose &
Explainconditionor state
EventsRules
Optimize Model
Onyx Software Confidential – Do not DistributeNDA Required
CRM and BPM Suites of the Future
Ben Kiker
Chief Marketing Officer, Onyx Software
Onyx and IBM – Partnering for SuccessClear Market Leadership – Technology you can trust
Best of Breed Solutions
Unparalleled Value
CRM that can grow with your business
Core competencies let you focus on business, not technology
On Demand CRM from IBM and Onyx
Partnership with IBM Professional Services
Onyx-in-a-Box Offering Through IBM and Sirius Computer
Business process management is a core component of CRM─today
• It just isn’t easy
• It doesn’t go deep enough
• It’s not as broad as it should be
World-class CRM deployments don’t just support business processes, they drive them.
The BPM in Onyx CRM today: July 2004
Ability to define business rules
• Built-in workflow capabilities
• System triggers for cross-functional activities
• Onyx Enterprise CRM 5.0 Process Scripting for streamlining
customer-centric workflows
• Graphical design environment for rules authoring
• Real-time and scheduled rules execution
• Compatible with Onyx Enterprise CRM 5.0
Fully integrated rules engine
Business analysts and administrators—non-technical people—
build and modify business rules in Onyx applications
without writing code
The BPM in Onyx CRM: December 2004
How it works
• Intuitively presents workflows and links to users graphically
• Determines the order of execution
Adds:
• Graphical forms designer
• Onyx Forms, a form rendering environment
Non-technical people build custom extensions to the Onyx CRM
without coding
Supports complex multi-user, multi-threaded processes that span
departments and systems
A sophisticated process design environment for building forms and data flows
Another wave of CRM innovation:
Coming Next Year
Our acquired technology is unique because it includes all aspects of BPM and BRA
Business process management
WorkflowWorkflow assignment, escalation, and administration
Business Rules EngineWizard guides the user through the steps of creating rules
Business rules automation
User Interface DesignerEnables complex UI design elements, such tab controls
IntegrationWeb services, COM, Java, ODBC
XML Mapping technology
Sync and Async support
Onyx Enterprise CRMCustomer relationship
management
Get on board or get out of the way*
• Business agility
• Regulation compliance
• Enterprise process alignment
• Organizational collaboration
• Adherence to methodologies
Faster and more cost effectively
* Jim Sinur, vice president, Gartner Research
* Jim Sinunu
Onyx Software Confidential – Do not DistributeNDA Required
Q & A
Ben Kiker
Chief Marketing Officer, Onyx Software
Jim Sinur
VP and Distinguished Analyst, Gartner Group