tying automation to the line of business

Tying Automation to Your Lines of Business

November 2015

Craig Kirkeide

2 Property of Automic Software. All rights reserved

Agenda

+ How Can you Achieve This – The Automation Platform

+ Use Case 1: Social Media Automation Drives Revenues

+ Use Case 2: Automating Commercial Finance Process

+ Use Case 3: Automate the Green Screen

+ Use Case 4: Outage Alerting and Customer Communication

+ Use Case 5: Intelligent Employee Access Control System

+ Use Case 6: Disaster Recovery Planning

+ Use Case 7: Advantages of a centralized automation solution


Most Processes can Benefit from Automation


Automation Engine

The Automic Automation Platform

Templates Blueprints Action Packs

Domain-specific, re-usable workflows

Platform-independent Open Scripting

Native and open

scripting

environment

Package M

anager

Centrally store &

version solution

components

ECC

Plug-insCustomizable

GUI

API/ Web Service SDK

Industry’s most

comprehensive

development kit

OO

TB

Agents

Custo

m

Agents

Stateful

integrations with

3rd party Apps

Adapters

Stateless

connection with

3rd party

technologies

4


The Enterprise Control Center – Quick and Easy Self Service

5

• Quickly Enable Business Users

• Easy to setup and Secure

• No Advanced Training Required


• Project to drive-up attendance through

social media contact when ticket sales

were below target

• Campaigning on

– Twitter

– Facebook

– SMS (Registered Users)

– E-Mail (Registered Users)

Use Case 1: Social Media Automation Drives Revenues


Acquiring the DataRight Time, Theater Operational Health, Automating the Social Media Feeds


Taking Action on the Data

8


Example Outcome of the Campaign


Use Case 2: Automating Commercial Finance Process

• Collect information from internal

and external parties

• Adding the collected information

to the decision process

• Streamline and automate

decision process


Collecting Information Process

FTP

Monitoring FTP Server

Monitoring Email Inbox

Read

EMailExtractAttachm.

Copy

File

Create

Backup

Dir

Move

to

Backup

Copy

File

AutomicNoti-

fication

Consol-

idation


© Automic. All rights reserved.

• People often think that to automate

with the platform it must be batch!

• Business processes may span

manual activity of users that can be

automated

• Business processes will need to keep

the user as part of the process – just

remove the pain

Use Case 3: Automate the Green Screen


New Mobile Operator Customer Onboarding

Several days to onboard a customer

end-to-end

Over 60 staff members involved to

perform manual tasks

Customer signs

contract with mobile

operator

1

Customer information

is collected in an

xls file

2

• Profile / address check

(incl. De-duplication)

• Credit history check

• SIM card registration

• Rate plan assignment

• Mobile number porting

(if applicable)

• Hardware order placement

(if applicable)

Routine processes are performed

semi-automatically (e.g. rate plan

assignment)

4

Other OSS / BSS systems

People or siloed tools transfer the

data into various systems3

ERP/CRM

system

(e.g. Siebel)

Billing/

Invoicing

system

(e.g. …)

Porting &

Subscriber

Services

system

(e.g. …)

Customer is able to

activate his/her

phone

5

Arrrrgh - this

took forever!!


• Profile / address check (incl. De-duplication)

• Credit history check

• SIM card registration

• Rate plan assignment

• Mobile number porting (if applicable)

• Hardware order placement (if applicable)

Routine processes are performed semi-automatically (e.g. rate plan assignment)

4

Service delivery time reduced by more than 95%

Substantial end-to-end efficiency increase (50 fewer staff needed)

New Mobile Operator Customer Onboarding

✓ ✓

Customer signs contract with mobile operator

1

Customer information is collected in an xls file

2

Other OSS / BSS systems

People or siloed tools transfer the data into various systems

3

ERP/CRM system(e.g. Siebel)

Billing/ Invoicing system(e.g. …)

Porting & Subscriber Services system(e.g. …)

Customer is able to activate his/her phone

5

Wow,that was fast!


30%fewer

Customer operation back office staff

3.5 minReduced service delivery

time from 2 hours to

50fewer

Staff involved in executing one of the customer facing process

Automating this Process Meant


• Major storm causes a complete

overload of customer call center

• Project created to engage customers,

improve customer experience and

reducing impact to call center

Use Case 4: Outage Alerting and Customer Communication


Mobile Alerting Platform

Event Processing &

AutomationSubscription

& Reporting

Communications

Customers

• Real-time Data Stream Mgmt.

• Error, Pattern Detection

& Decision Making

• Trigger Communication

• Transparency &

Compliance

• Root Cause Analysis

• Customer Self

Service

• Subscription

Management

• Customer

Feedback

• Cross-Media

Altering &

Communication

• Emergency

Communication

• Spam

Management

Data Sources

• Billing

• Outage

• Smart and

Legacy

Metering

System

• Credit and

Usage

Threshold

• ...

Mobile Alerts Project – Solution Overview


Automic Integrates and Controls the Process End-to-End

Trigger

Outage

Alert

Select /

Prep

Customer-

list

Send

Outage

Alerts

Update

ServiceNow

Billing

DWH/BI

SAG EMB

…

Collect &

Report

Customer

Feedback

Execute

Remediation

Update

Customer-

Care

Process

Automic‘s Automation and Integration Gateway Provides Full End-to-End Control & Service Level Assurance


Customer Outcome

30%

Reduction of normal level in-bound calls and reactive customer care activities

Dramatic increase in customer satisfaction

Importantly – they are ready for the next major storm or other

disaster


• Employee Access Control System is responsible for

– Permit or reject access to buildings or devices

– Work time posting

– and many other workforce related tasks

Use Case 5: Intelligent Employee Access Control System

The combination of Siemens MyTAM and

Automic extend the capabilities heavily


• Reminds managers and employees when a training or certification needs to be

renewed.

– Reject the access if the certification has expired

• Examples

– The Forklift allows only certified forklift drivers to use the fork lift

– Only certified employees are permitted to work with the X-Ray devices

Example for a intelligent access control system


• The employee protection board specifies a minimum number of first aider per

building

– The access control system informs the responsible person if these number fall below the minimum.

Example for a intelligent access control system


• Have to prove IT DR Continuity has

been planned for

• Need to test it regularly

• Need to know it will work

• Need it to run efficiently if required

Use Case 5: Disaster Recovery Planning


Primary Site Failover SitePeople Process Tools

Storage

Admin

Runbooks

Process Manuals

Scripts

Post-it Notes

Storage

Management &

Deployment

Network

Management

Tools

Server

Configuration &

ManagementNetworkSwitches

Load Balancers

Routers

Firewalls

ApplicationWeb Server

App Server

Mail Server

StorageIP SAN

Diskless Storage

N/w Attached Storage

Database Database Server

IP SAN

Diskless Storage

N/w Attached Storage

Switches

Load Balancers

Routers

Firewalls

Web Server

App Server

Mail Server

Database Server

Security

Team

DBA

App

Admin

Windows

AdminUnix

Admin

Network

Engineers

Handoffs and

coordination between

cross-IT domains & silosDisparate & disconnected

management tools

Challenges with Disaster Recovery TodayMaintenance of

failover site


Customer’s Management Dashboard

List of Services RTO RPO Last drill

performed

DR Readiness:

Server availability,

synchronization


Provides metrics to evaluate the SLA

Quality of

Service and

Capacity

Planning

DRP Analytics & Reports


• The replenishment process includes dozens of shops with a total revenue of 12

Billion Euro

• Old process consist of 30 distributed schedule solutions

– Every Workflows update required process delay

• Missing centralized process monitoring

– Delay in recognizing of errors

Use Case 6: Advantages of a centralized automation solution


• All steps of the replenishment process were implemented in Automic

– Mix of SAP based and non SAP based solutions

– Connecting directly to the Warehouse System

– Integrating the Point of Sales (POS) systems

• Extensive Dashboard with the most important KPIs

Redesign of the Replenishment Process

tying automation to the line of business

Presentations & Public Speaking