21 Business Processes and Counting: How Cisco is Enhancing the Customer Experience Through Digital Transformation

Transcription

1 21 Processes and Counting: How Cisco is Enhancing the Customer Experience Through Digital Transformation Cisco Systems Inc. Capgemini 2016 Pegasystems Inc.

2 21 Processes and Counting How Cisco is Enhancing the Customer Experience Through Digital Transformation SANTOSH KRISHNAKUMAR ibpm Chief Architect Cisco Systems Inc. ABHIJIT BANERJEE ibpm Program Manager Capgemini US LLC GILVIN LOWELL Pega Process Digitization Practice Lead Capgemini US LLC 2

3 Cisco Enterprise Digitization: Vision Intelligent Process (ibpm) 3

4 ibpm: Enabler for Enterprise Process Digitization Unified User Experience Process Digitization Enterprise Data Rules Workflow Task Process Automation Dashboards Reports Predictive Adaptive Analytics Process Modelling Enterprise Security Cisco ibpm SaaS 4

5 Unified Experience Access Control Rules Repository Unified User Experience Enterprise Components Externalization Center of Excellence Process Digitization Faster Time to Market Real Time Visibility to Process Enterprise Data IBPM Saas Rules High Availability Richardson Allen, TX IBPM Saas DR RTP, NC Workflow Task Process Automation IBPM Saas Amsterdam, BV Dashboards Reports EMEA Predictive Adaptive Analytics Empower and Customers Process Modelling Proactive Process Predictability and Transparency Enterprise Security Powered by Pega 7 $ Reduced Total Cost of Ownership On Demand Provisioning Cisco ibpm SaaS Cisco IT Private Cloud Multi-tenant Architecture 5

6 Application Access Authentication Authorization Web-proxy intercepts requests Redirects user to SSO Page OAM Authenticates enterprise user Unified Forwards request User to Pega application Experience Cisco Framework Authorizes user for application Redirect to the User or Developer Portal Enterprise Security Enterprise Data Rules Workflow Task Process Digitization Process Automation Dashboards Reports Predictive Adaptive Analytics Leverage Enterprise Single Sign-On capability Process Modelling Centralized Security Policies Enterprise Security Delegated User and Access Administration Unified Internal and External access control for application users Cisco ibpm SaaS Supports fine grained access control via user profile attributes 6

7 Cisco Enterprise Data Information Exchange Pre ibpm Unified User Experience Enterprise Data Enterprise Data Rules Workflow Task Process Digitization Process Automation Dashboards Reports Predictive Adaptive Analytics Process Modelling Enterprise Security Disparate Systems of Record Cisco ibpm SaaS Process Automation requires Information Exchange High Data Volumes Innovation requires planning effort 7

8 Cisco Enterprise Data Information Exchange Post ibpm Enterprise Data Standardized Information Exchange Leverage Reuse Enterprise Data Object Models Standard Data Interaction Patterns Innovation On-Demand 8

9 Data Interaction Patterns in ibpm Pattern #1 Pattern #2 Enterprise Data ibpm Platform Pega Repository Oracle Golden Gate (Near Real-time Read) Canonical Data API (Real-time Write) API (Real-time Read) ibpm Platform Pega Repository Custom Java Adaptor (Near Real-time Read) Transient Data Summary snapshot API (Real-time Write) Enterprise Data Source #1 Enterprise Data Source #2 Enterprise Data Source #N Enterprise Data Source #1 Enterprise Data Source #2 Enterprise Data Source #N System of Record (SoR) System of Record (SoR) 9

10 BUSINESS PROCESS AUTOMATION

11 ibpm Process Domain Landscape Customer Partner Services Connected Supply Chain Global Services Logistics Organization Cisco Commerce Cisco Dev. Org. Channel Partners Process Modeling ibpm as a Service Sales, Coverage, Crediting and Comp. Cloud and Software Services Contract Mgmt. Enterprise Data Services Corporate Finance- Employee Services Corporate Finance Enterprise RMO 11

12 ibpm Process Capability Drivers Dashboard, Reports Analytics Sales Control Rules Engine (SCoRE) Sales Discount Guidance (SDG) Enterprise Release (Project Entry) Gift, Travel Entertainment Tool (GTET) Sales Crediting (TSL) Rules Integrated Collection System (ICMS) Customer Partner Services Sales Crediting (MPAL) Workflow Task Global Service Logistics (GSLO) Channel Partners (PMA) Software (PnP) Cisco Engg. (TARGA) Process Modeler (BPA) Process Modelling 12

13 Sales Control Rules Engine ALLN Orders (Capture Booking) RCDN CCW RTP - DR Rules Hot-sync Quotes AMS 3 2 Booking 4 Order Decision Validated 1 BRMS SaaS 23 Interfaces / Web Services Order Order Booked placed Order (R12) CSCC Service Mass Mat/ PA Reuse With Other Services SMS Platform was put in place to support rules management for orders Orders are checked against a set of rules üshipping üresale üservices ü Sales Controls ü Credit Check ü Subscription If the order originates outside of US, a booking decision must be made Additional services leverage the same process as 1-3 above Leveraging existing architecture, rules which have been created for Orders are reused for new clients Rules Administration Interface Rules Hot-Sync across Pega Instances Highly Optimized Design for Service Response Time 13

14 Gifts, Travel Entertainment Tool Administration Portal for Case re-assignments Proxy Approver Administration Dynamic Case Routing 14

15 Prior Statefrom ProVision to Pega Migrate Transition to Execution Automation BPM Portal Stage Process Execution ibpm SaaS Automated promotion Prod Global Repository Web Server Oracle or SQL Server Database Knowledge Exchange ibpm SaaS OpenText Cloud BPM Portal Process Design Model Warehouse DEV Prod Stage Firewall Cisco PROCESS ACTORS Process Modeler Tool Modelers Analysts Vision Strategy Enhanced User Experience Unified Modeling and Execution Developers IT Operations Users Enterprise reuse for modeling 15

16 San Jose USA (53) Amsterdam The Netherlands (70) NC USA (25) High Cost of Productivity Warsaw Poland (70) Dalian China (52) ~129,000 hrs/ qtr of Manual Processing Bangalore India (175) Sao Paulo Brazil (4) Integrated Collection System Buenos Aires Argentina (5) Problem 3 ERP Systems and Internal Tools ORACLE 11i US/CAN/JAPAN ORACLE 11i NETHERLANDS/ITALY ORACLE ERP SYSTEMS High Data Volume Critical Application Singapore (1) Limited Collections Mgmt Reporting Capabilities ORACLE R12 AUSTRALIA/UKH/BRAZIL INTERNAL TOOLS End to End Process Transformation 16

17 NC USA (25) San Jose USA (53) Amsterdam The Netherlands (70) Warsaw Poland (70) Time spent on credit holds decreased Integrated Collection System Buenos Aires Argentina (5) Productivity Increase by Singapore Global user adoption of 350+ (1) 22% Scalable to align with business growth Integrated Collections Systems - ibpm ORACLE 11i US/CAN/JAPAN ORACLE 11i NETHERLANDS/ITALY ORACLE ERP SYSTEMS Enhanced User Experience 18% Dalian China (52) 6% Bangalore India (175) Sao Paulo Brazil (4) Time spent on disputes decreased Unified Dashboard ORACLE R12 AUSTRALIA/UKH/BRAZIL INTERNAL TOOLS System of Innovation for Process Agility 17

18 ibpm Process Digitization Outcome Corporate Finance- Integrated Collection System 22% User Productivity Increase 6% decrease in Credit Holds duration 18% reduction in Dispute resolution Customer Partner Experience- Order Expedite 75% Annual operational cost reduction 66% Average case handling time reduction Cisco Services- Global Services Logistics Org. Command Center Faster Time to Capability Months to Minutes 15% inventory transition from new buy to repair 10% Reduction in RMA s Cisco Commerce- Sales Control Rules Engine $4M Annual cost avoidance Faster Country / Compliance Rules Enablement Months to Days Faster Time to Market Real Time Visibility to Process Empower and Customers Proactive Process Predictability and Transparency Powered by Pega 7 $ Reduced Total Cost of Ownership On Demand Provisioning Cisco IT Private Cloud Multi-tenant Architecture 18

19 QA