Adaptive Process and Case Management

ACM: The Power of Content & Process as ONE

ISIS Papyrus

Annemarie Pucher/CEOISIS Papyrus Software

25 Years of Excellence

Austria

Germany

United States

Asia Pacific

Italy

France

The Netherlands

Spain

England

Founded 1988

Standard Software

Privately Owned

1250 Papyrus

Application Frameworks

>2000 Customers

330 Employees

In 2012 EUR 61 M

ISIS Worldwide Users

Banking Credit Suisse, Citibank, UBS, Commerzbank, BancoPastor, Rabobank, Den Danske Bank, Deutsche Bank, BNP, Dresdner Bank, Capital One, Lloyds TSB, Banco San Paulo, HBOS, ABN AMRO Asia, KBC Insurance Sun Life, Fortis, AG Insurance, CGU, AXA, Equitable Life, Winterthur, Zürich Group, Generali, Thrivent, AM Vers. Nordea, Allianz, IVV/IGH, Cosmos, Empire BCBS, Harvard Pilgrem, Aspecta, AIB, ENRA, Mercator, DASPublic State of California, State of Wyoming, State of Oregon, San Diego City Schools, General vote in Bosnia-Herzegovina, Vote in Swiss, City of Vienna, Comune di Milano, Chambre of Commerce Austria, Austrian National Library, European Patent Office Utility FirstEnergy Corp, KELAG, Scottish and Southern Energy, Consumers, Stadtwerke Wuppertal, Wienstrom Vienna, AGSM, Meccanografica Postals Royal Mail, PTT Luxembourg, Swedish Post, Jersey Post, United States Postal Service, Deutsche Bundespost/e-post, Canada Post, Postel, Airlines American, Swiss, Lufthansa, Air France Telco´́́́s T-Mobile, Singtel, Maxis, Swisscom, Jazztel Belgacom, Vodafone, Debitel, Orange, Telekom Austria, Bell South, Telefonica Services FDR, Fiserv, EDS, Debis, SEMA Group, Experian, Siemens, Volkswagen, BASF, TSYS,TNT Post, Euromail, RR Donnelley, Xerox, IBM Infoprint

Adaptive Case Management

PROCESS COMPLEXITY

ACMACM

PROCESS U

NPREDIC

TABIL

ITY

BPM

CRM

ADAP

TIVE PR

OCES

S

ADAP

TIVE PR

OCES

S

TURN AS MANY PEOPLE AS POSSIBLE INTO

KNOWLEDGE WORKERS!

REDUCE MANPOWER AND AUTOMATE AS MUCH WORK AS

POSSIBLE!

Goal driven

Goal driven

Customer Engagement Cycle

5

AttractAttract

AcquireAcquireCareCare

RetainRetain

ManageManage

A single view of your customer

6

Customers

Partners

Sales

Service

Accounting

Management

Administration

Operations

Elements Of Adaptive Cases

CASE/TASK

TEMPLATE

CASE/TASK

TEMPLATE

docs

contract

serviceLegal

copy

mem

osinvoiceRULESGOALS

CONTRACT POLICY

ENTITIESSOA

ACTIVITIESTASKS

Desktop

PORTAL

Mobile

managem

an

ag

e

manage manage

manage

Data InputSOA-based Integration

Papyrus AdaptersMQ-Series

Mainframe – JES 2/3, CICS

XML & File - Adapter

SAP Output management (XOM)

HTTPs

SOAP

EMail (SMTP, POP3, SMS)

FAX

LDAP for Authorization (Active Directory, RACF)

Sharepoint

CMIS

VOIP, Social, REST/Mobile

Papyrus TypeManagersDB/2, Oracle, MS-SQL

Straight Through Processingor Human Workflow

Incoming Event � Outgoing Response Straight through processing

POLICY CASE

docs

contract

serviceLegal

copy

medicalpolicy

ACCESS APPL

CONTRACTS

USE ADF

ACCESS CRM

Business Communication Loop

Informal Communication Networks

CONTEXT AND AUDIENCE

docs

contract

serviceLegal

copy

mem

osproject

CONNECTING

PEOPLE WITH

PEOPLE

HISTORY OF

CONTENT WITH

EXPERTS AND

TOPICS

LINKING

CONTENT WITH

DATA AND

PROCESSES

LINKING

CONTENT WITH

PEOPLE

Adaptive Processes

Create modify and securely execute knowledge gathered during run-time / Design by Doing

Documents &

Business data

Documents &

Business data

Exit criteriaExit criteria

Entry criteriaEntry criteria

Unforseen Events - Changes in the Case are preserved (auditing)

Exit criteriaExit criteria

Entry criteriaEntry criteria

adhoc taskadhoc task

Case Team: Viewing active & accomplished tasks

Case Team:Who accepted the task

Natural Language Rules

Knowledge worker needs all information at his fingertips

Outgoing

documents

Outgoing

documents

Incoming

documents

Incoming

documents

Customer

details

Customer

details

TasksTasks

Process

information

Process

information

Papyrus WebRepository

Domain ControllerManaging Classes, Templates

User /rolls and policies

Papyrus WebRepositoryPapyrus WebRepository

Domain ControllerDomain ControllerManaging Classes, Templates

User /rolls and policies

Papyrus ACM consolidates ECM/BPM/CCM

CASECASECASE

ArchivFileNet, OpenText,

Documentum ...

ArchivFileNet, OpenText,

Documentum ... OUTBOUNDOUTBOUNDOUTBOUNDINBOUNDINBOUNDINBOUND

Classification Indexing

Categorizer

Classification Indexing

Categorizer

AutomatedDocument

Assignment

AutomatedDocument

Assignment

ManualDocument

Assignment Clearingplace

ManualDocument

Assignment Clearingplace

Document DefinitionDocument Definition

Document GenerationDocument Generation

Channel DistributionChannel Distribution

Preview:PDFMailFax

Preview:PDFMailFax

Decentral Print

Decentral Print

Central Print

Central Print

ProcessmanagementProcessmanagement

Case ManagementCase Management

GroupInbox

GroupInbox

Business-systemsClaims

ContractsSAP/ERP

Business-systemsClaims

ContractsSAP/ERP

Personal Inbox

Personal Inbox

Man

ual T

asks

Man

ual T

asks

AutomatedTasks

WebArchive Depot

Index Database

WebArchive Depot

Index DatabaseInput:

Fax, Mail, SMSMobile, Portal..

Input:Fax, Mail, SMSMobile, Portal..

ScanningMFP

ScanningMFP

Digital Insurance Policy Case

Customer Contact Center

Process Monitoring

(workload, quality, goal achievement)

Extraction(index and Process data)

4

5Distribution(automated & manual

case creation)

7

Account OpeningCustomer Contact Center

Claims Handling

2

Capture Document Factory(sort, rearrange, split, merge)

2

Acquisition(scan, fax, email, web, mobile, files, social networks)

1

Papyrus Inbound Mail Process

Classification(automated & manual)

3

Verification & Correction(manual)

Validation(automated )

6

Integrated Correspondence in CASE

Formatting

Data

Document templates,

Building blocks

Resources

Adapter

Re-compose

DocEXEC

Resources

Feedback for

reprint,

Archiving

Control & Reporting

Papyrus Outbound Mail Process

Enveloping/inserting,

Scan checkpoint

e-Delivery

Mobile

Split documents,

Document pool

Papyrus Ad-hoc Interactive communication

Centrally managed, Business in control

Customer Contact

Business Application

IT in collaboration with the Business Document/Content/Template creation

Business Administrators

Define templatesDefine parametersAssembleAuthorize

Business Users

Letter selectionModificationText entryData entryView, print

Developers

Defíne data interfaceDefine logicClassesVersionsVariants

RepositoryLibrary

RepositoryLibrary

Change Management Document Design and Development

Public ProjectPublic Project

Private Project

Private Project

Private Project

Private Project

Private Project

Private Project

Private Project

Private Project

Variants Templates Wizards Building Blocks

IT

Business Users

Project manager

Production environment

Dev & TestEnvironment

Dev & TestEnvironment

Private Project

Private Project

Content

ReleaseRelease

Central Resource Management

Document Composition from Reusable Elements

DocumentDocument

Building

Blocks

Data Reading

Data Reading

Data Collection• Prompted• Received• Queried

Data Collection• Prompted• Received• Queried

Text BlockText Block

AddressAddress

SignatureSignature

Data Presentation• Fix defined• Prompted

Data Presentation• Fix defined• Prompted

Document Logic• Rules

• DOCDEF• Constraints

Document Logic• Rules

• DOCDEF• Constraints

Logic BlockLogic Block

Text Block

Text Block

Interactive transaction based AFP, PDF and HTML documents

Animated

Promotions

Video +

Audio

Dynamic table to sort & filter

statement data

Interactive Form

URL Hyperlinks and QR Barcodes

Papyrus Targeted Messaging Framework Solution

Building block creation and editing

Business defines their own Mailing

Interactive letter writtingDesktop and Browser

Letter Writing based on Choices

Letter writing using the Wizard

Tweet sentiment analysisAct quickly – avoid waves

Central Management

& Deployment

Central point of control for distributed

users, applications & production

Job & Device ManagementSingle Point of Control

ArchiveArchiveArchive

TIFFTIFFTIFF

PDFPDFPDF

WebWebWeb

EmailEmailEmail

FaxSMS

FaxFax

SMSSMS

PrintPrintPrint

Papyrus Document Pool - bundling

Store all output types

Postal Optimization

Bundling

Distribution

Envelope Merging

OMR and Barcode

z/OS, UNIX, Windows, Linux

Interactive CorrespondencePapyrus ClientPapyrus DesktopPapyrus WebPortalMobile User

DefinitionsDefinitions

Papyrus DocEXECFormatter

Papyrus Papyrus DocEXECDocEXECFormatterFormatter

PDF, AFP, TIFFPDF, AFP, TIFFPDF, AFP, TIFF Line data, XML, EBCDIC, DJDE,

ASCII

Line data, XML, Line data, XML,

EBCDIC, DJDE, EBCDIC, DJDE,

ASCIIASCII

SAP RDI, XML

SAP RDI, SAP RDI,

XMLXML

IndexIndexDocument

Poolformatted pages

Document Document

PoolPoolformatted pagesformatted pages

Pool ManagementPapyrus DocEXEC

Pool ManagementPool ManagementPapyrus Papyrus DocEXECDocEXEC

Pool Management: Panels and programs manage the extraction of pages in any user defined way, including postal optimization logic.

TCP/IP

Papyrus Webportal e-delivery solution

AFP Tuner, Color to Black & White

TransPromo, part of Campaign

Customer Contact Center

Email HTML and PDF

E-delivery e-mail / PDF and AFP Print

SMS Notification e-delivery to mobile

Email-HTML as Output

Management Reports

E-Opening RateE-Opening RateBounce AnalysisBounce Analysis

E-Growth RateE-Growth Rate

Cycle MonitorigCycle MonitorigCampaign Click AnalysisCampaign Click Analysis

Report ConfigurationReport Configuration

Adaptive Case Management at AG Financial/Insurance

Distributed Nodes with Enterprise Service BusDistributed Nodes with Enterprise Service BusCustomers

Partners

Sales

Service

Accountin

g

Management

Po

rta

l P

ort

al

BPMprocesses

BPMprocesses

email fax letter SMS print Web

Outbound

Content

email fax letter SMS print Web

Outbound

Content

email fax letter SMS scan Web

Inbound

Content

email fax letter SMS scan Web

Inbound

Content

Business RepositoryMetadata, Process, Content, GUI, Rules

Business RepositoryMetadata, Process, Content, GUI, Rules

Archive

Archive

ECMprocesses

ECMprocesses

CRMprocesses

CRMprocesses

Administration

BUSINESS DATA ENTITIES

SOA and other adapters

BUSINESS DATA ENTITIES

SOA and other adapters

Operations

Archive

Archive

ArchiveArchive

Security, Monitoring, Auditing, ReportingSecurity, Monitoring, Auditing, ReportingSECURITY

CR

M

EC

M

ER

P

SO

A

MQ

BI

LDAP

Papyrus: Adaptive Prozess Plattform