Pega Rules Process Commander Erik Moti, Solution Consultant Manager

Transcription

1 Pega Rules Process Commander Erik Moti, Solution Consultant Manager 2013, Confiden.al, Pegasystems Inc. 24 June 2013

2 Op.mize Customer Experience DRIVE STREAMLINED ACCOUNT OPENING AND ON- BOARDING REVENUE DOUBLED MARKET SHARE IN ONE YEAR ENABLED MULTI- CHANNEL CROSS- SELL, UP- SELL 30% REVENUE 1G M ROWTH ENROLLED ILLION CITIZENS IN 6 MONTHS ENHANCE DRAMATICALLY IMPROVED SUPPLY CHAIN EFFICIENCY EFFICIENCY CONSOLIDATED FIVE CALL CENTERS INTO ONE CREATED ONE CLAIMS PROCESS AROUND THE GLOBE 40% PRODUCTIVITY ENABLED AGILE GEAIN NTERPRISE ORDER ORCHESTRATION ENGAGE RAISED CUSTOMER SATISFACTION 40% CUSTOMERS SAVED $25M & IMPROVED CUSTOMER SATISFACTION RETAINED ADDITIONAL 4% OF MOST VALUABLE CUSTOMERS 5 POINT RETENTION IMPROVED SERVICE LEVELS TO INCREASE CUSTOMER LOYALTY Automate Operations

3 Op.mize Customer Experience Intent Data Process Why/What + + Who When/Where/How High Defini*on Automate Operations 360

4 Optimize Customer Experience Automate Operations

5 Oriented Customer Architecture TM (COA) Understand me Archaic Development CROSS- CHANNEL CROSS- SILO EFFICIENCY Meet my needs Execu.on Gaps Chao.c Processes Make it easy! Ineffec.ve Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS

6 Skill RouXng Based Cases & Folders Model & Simulate Priority Imaging MulX- Channel ProducXvity & Quality Alerts Open Database Telephony Web Services AnXcipatory Retrieval Guided Processing AdapXve AnalyXcs TransacXons Automated Tailored InteracXons Next Best AcXon System- Driven Processing Customer Architecture Oriented (COA) CROSS- CHANNEL CROSS- SILO EFFICIENCY Archaic Development 1 DIRECTLY CAPTURE OBJECTIVES INDUSTRY PROCESSES 2 Execu.on Gaps SITUATIONAL LAYER CAKE Chao.c Processes 3 6R WORK AUTOMATION Ineffec.ve Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS

7 Directly capture objectives JAD Joined Applica.on development Analyst Domain Web self service Integra.on Internet App. Composer Web Self Service Portal Business User Portal Business User Domain JSR 168 JSR 286 Mobile Portal Work Business Objec.ves Word Excel... Model Process Commander Pega Rules Engine Discovery map Process Rule Specifica.on Rules (XML) Rule form specifica.on Architect Domain

8 Model driven development Transform business goals into better business outcomes High level user stories and business requirements captured in a collabora.ve way Discovery Maps Process Flows Integra.on Decision Strategies Drag & Drop UI

9 Model driven process management Transform business goals into better business outcomes Process flows allow users to turn business strategies into realized processes they can run as soon as they have drawn them Discovery Maps Process Flows Integra.on Decision Strategies Drag & Drop UI

10 Model driven integration Transform business goals into better business outcomes Real.me integra.on leverages 360 customer and company view. Integra.ons with internal, external systems, social media and mobile devices Discovery Maps Process Flows Integra.on Decision Strategies Drag & Drop UI

11 Model driven decision strategies Transform business goals into better business outcomes Model driven strategy design allows business users to build their strategies to manage the Next Best Ac.on of their customers Discovery Maps Process Flows Integra.on Decision Strategies Drag & Drop UI

12 Model driven user interfaces 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

13 Situa.onal Layer Cake Align Customer and Business Intent Request Change rate of 30yr Jumbo Mortgage in New in York New York for Silver Customers.

14 Situational rule selection NL SE FR SW US CA BR AR Br CC F Li T HC TE O M T North South North South Office Media Spec Generic Europe Americas Channel Product Dialogue Governance Enterprise Standards Frameworks like CPM Pegasystems PRPC Route Connector

15 6R Work Automa.on Drive Work to Done ProducXvity & Quality Alerts AnXcipatory Retrieval Model & Simulate Open Database AdapXve AnalyXcs Skill Based RouXng Tailored InteracXons Priority Cases & Folders Next Best AcXon Imaging Telephony Automated TransacXons System- Driven Processing Cross-functionality : A process regularly can, but not necessarily must, span several functions. MulX- Channel Web Services Guided Processing Customer : There must be a recipient of the process' outcome, a customer.

16 Organizational structure drove IT development President VP Marke.ng VP Sales VP Product VP service VP Finance Man Engng Man Manif. A B C D EF HI JK A B C D EF HI JK A B C D EF HI JK A B C D EF HI JK A B C D EF HI JK A B C D EF HI JK with And the with subsequent the subsequent IT landscape IT spagheb grown scape over grown the years over the years

17 Ra.onalize the landscape into the situa.onal rule selec.on Enterprise integra.on layer Cost Agility Manageability Transparency Objec.vity Flexibility Services