Second Line. Connecting Front and Back Office to. Deliver the Best Customer Experience. Author. Title. Sada Rajagopalan

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1 Presentation Mom, I went Swimming Title Presentation with My Cell Title Phone! Connecting Front and Back Office to Second Line Deliver the Best Customer Experience Sada Rajagopalan Author Title Enterprise Principal Architect, Asurion Manish Shanker Enterprise Principal Architect, Asuriom 2016 Pegasystems Inc.

2 Outline Asurion Introduction Claims Management Challenges Today Claims Management as a Service Global Pega Claims Management Platform Architecture Development and Deployment Methodology Operations and Monitoring Roadmap and Future Steps 2

3 Asurion Introduction Quick Facts Founded in million MP subscribers 168 million warranty contracts 16,000+ employees Owned by top private equity and sovereign wealth funds End-to-end (white label) solutions Global clients include Verizon, AT&T, Sprint, Bell Mobility, Telstra, Docomo, KDDI, Walmart, Target, Amazon. Worldwide Presence

4 Asurion What Do We Do? White Label Technology Protection Service Premier Tech Support for Mobile, Tablets, Laptops Post Sales warranty support Device Leasing and Upgrade Extended warranty for Retail Products Direct Service & OEM Support Contact Center tech support as a Service 4

5 Background OUR CHALLENGE Explosive Hockey Stick Growth Siloed Claims & Support Management Systems Diverse / Disparate Technology Stacks Agent Workforce Challenges Scattered Business Rules Expensive Maintenance and Upkeep Opportunity Challenge OUR OPPORTUNITY Unified Claims Management System Meta Data Driven Configuration Standardized Case Management Technology Eliminate Manual Processes Improve Agent Handle Times Minimize Cost Per Call / Claim Improve Speed of Deployment / Features / Functions Globally 5

6 What is Global Case Management Platform? Web IVR Agent Mobile SMS Chat API Management Files/ Batch / / SMS/ Comm Processing Case Management Platform Business / Orchestration Services Platform Analytics and Reporting Enterprise Data Model 6

7 Key Goals Expose Case management over Omni Channels Rich Integration using SOA / API management Loosely Coupled system design Support Event oriented Enterprise Unified Payment, Correspondence and SLA management Integration with AD / LDAP, SiteMinder for SSO Workload Separation of Pega Deployment for Channels Cloud Ready / Enabled Pega 7 Claims platform Fully Automated CI / CD pipeline for Release management 7

8 Key Goals Omni Channel Support Workload Reduction Time to Market Menu Approach Business Integration SOA / API Management Unified Payment LDAP with Siteminder Cloud Automation CI CD Pipeline Deployment Platform Loosely Coupled Event Oriented API Enabled Fully Configurable Global / Localizable 8

9 Where Pega Fits In Contact Center Application PEGA GLOBAL CLAIMS MANAGEMENT PLATFORM Configuration Management BackOffice Adjuster Applications Contact Center Application Client Configuration Business Process Services Business Process Orchestration Centralized Business Rules Platform Common Business Rules and Processes Common BPM Platform Service Enablement Rich Integration with Backend Connectors Services Back Office Applications 9

10 How Pega Helps Us 10

11 Platform Design Using Pega 7 PEGA Connector PEGA CPM Framework Interaction Driver Incident Path Determination Incident Details Capture Fulfillment Call Wrap Call Timer PRPC Content Search & Locate Refund Reimbursement Incident Status Communication TIBCO Business Events ( RISK) Enrollment Cancellation Interaction Returns Mgmt ssoap/jms HTTP JMS Integration Backend Services Fulfillment Engine Eligibility Engine Reship PFR Escalation Hold Removal Risk Events Payment JDBC DAX BASICS Billing Gateway TIBCO DAL Services Account Management AFS Client API PEGA Rules Scripting PEGA Work Database Entity Database DAL Enrollment Staging Database Communication Gateway 11

12 Digging Deep Class Structure 12

13 The Pega 7 Edge Consolidate all Business Process / Rules Expose BPM as a Service to All Channels Utilize OOTB CPM and Case Management Configurable / Localizable for Global Deployment Automated Build / Deploy and Release Process 13

14 Build Once Deploy Many 14

15 Development Process Agile Development 2 week sprints 4 week platform release cycle Global Development Model Functional Groups Hub and Spoke Teams Continuous Integration Branching and Merging Automated Testing Global Dev / Centralized Deploy Governance Guardrails Gated Check Ins Peer Reviews 15

16 Deployment Create / Upload Release package Release Engineer Resolve Artifacts Deploy PROD OPS Mark Release / Push Button Deploy Deploy Code + DB Scripts 16

17 Systems and Business Reporting Spotfire Operational Data Store ETL Dashboards / Views Business Reports Splunk OptNet Pega Alerts Spotfire New Relic Probe AES Tracer PRTG 17

18 Critical Success Factors Strong Product Vision Utilize Pega 7 Capabilities Build In House Pega 7 SME Think Global Deploy Local Speed is Key Build for Metrics 18

19 Roadmap Technology High Availability using Memcached + Oracle 12C RAC Deployment Automation Localization ( EU / APAC ) Regression Testing Automation Parallel Cloud Deployments Platform Upgrades 19

20 Conclusions / Lessons Learned Plan for platform upgrades and hotfixes Get the Class Structure Right / Anticipate growth & changes Loosely couple the system design Scale for Integrated / Distributed development processes from Day 1 Deploy regression / automation from the start Implement Code governance early on Questions?? 20

21 Success Story 21