BPM Case Studies

Achieving Success with Case Management
Five Four Real World Deployments

Hosts: Nathaniel Palmer, BPM.com David Mennie, EMC Corporation
Copyright 2011 EMC Corporation. All rights reserved.
Agenda
Introduction
Case management and EMC Documentum xCP
Five Real World Deployments:

BRT: Accounts Payable (Matt White) Flatirons: Technical Documentation (Jeff Rosler) Paragon: Client On-Boarding (Erik Raper) Unisys/CapGemini/Steria: Investigative Case Management (David Mennie) EMC: Travel Expense Management (David Mennie)
Problem: Too Many Poor Decisions

LACK OF CONTEXT LACK OF PERSPECTIVE LACK OF INSIGHT High rate of Health Insurance and Medicare fraud and reimbursement errors Lack of guidance and effective exception handling Costly errors in processes and decisions
Financial firm executes $4.1B automated trade
Automated mortgage decisions made without consideration for the declining housing market High risks mortgages approved Highly-automated decision systems prone to faulty decisions % of loans delinquent by 90 days reached 9.5% in 1H 2010 (up from 4% in 2008)
Volume based trading algorithm ignoring pricing Automated risk management strategy Flash crash wiping out $900B in equity market in 20 minutes
Cost to Medicare between $11B to $60B a year
Solution: Case Management

Satisfying Critical Needs
Data
People
CASE:
Process Content
A collection of unstructured and structured PROCESSES | INFORMATION | INTERACTIONS that needs to be orchestrated to make an optimal business decision.
Reporting
Events
Collaboration
Communication
Policies
The Case Management Opportunity

Horizontal Apps
Contracts management Legal matter management Auditing and compliance Customer correspondence Call center Constituent service Benefits administration Client on/off-boarding Technical documentation management Employee performance reviews
Vertical Apps
Payer claims processing
Data People
Environment, health and safety

Facilities and equipment management
Process
Process safety management

FERC eTariff
Policy & procedure management

Content
Virtual patient records Transmittals process Legal contracts management Well log file management
Quality and performance monitoring Travel management Accounts payable Accounts receivable
Collaboration
Communication Reporting Events
Member enrollment SOP processing Benefits eligibility Loan origination Investigative case Investor servicing management Grants management New account opening Tax processing Unemployment Welfare Services Dispute resolution Wealth Management P&C claims processing Underwriting New account opening Policy management
Claims and dispute resolution
Policies
Supplier management
Order-to-cash Procure-to-pay
EMC Documentum xCP

Intelligent Case Management Solution
EMC DOCUMENTUM xCP APPLICATION COMPOSITION
Graphical Toolset Forms Controls UI Widgets Process Snippets Best Community Practices
Capture
Collaboration
External Customer Communications Systems Enterprise Content Management BPM Content
INFRASTRUCTURE
COMPLIANCE AND ANALYTICS

Security Audit Trails Retention Management Dashboards KPIs
Automating Accounts Payables with BRT and EMC

How Meritor took charge of their global accounts payable process
Matt White, Solution Architect - BRT, Inc. mwhite@brtsi.com www.brtsi.com
BRT Overview
Proven Expertise
Consulting and IT Offerings
ApplicationXtender
Leading Platforms
Thought Leadership
EMC Documentum xCP, Captiva, & AX solution implementation System Integration - strategy through solution design and implementation Information integration / SOA Business Process Analysis Upgrades, Migration, Consolidation Performance / architecture tuning Managed Services BPO/SAAS/Cloud
BRT Quick Facts

Michigan HQ, national coverage, global clients 40+ in ECM practice EMC partner since 1995
Solution Focus / Technology Expertise

Accounts payable automation solution APxCelerator Case Management solutions on xCP or AX Advanced image capture ( Captiva Dispatcher)
EMC Case Management Partner of the Year in 2010
Meritor, Inc. Company Profile

Meritor is a global leader in providing innovative drivetrain mobility and braking solutions for original equipment (OE) manufacturers of trucks, trailers and specialty vehicles, as well as the related aftermarkets in the transportation and industrial sectors. Their customer base includes motor carriers of all sizes, OE dealers, independent distributors and others.
Customer Challenges
Negative economies of Scale lost intimacy with vendor variables, upstream processes, and the way plants functioned Holds represented about 16 days of invoices Vendors upset/price increases Tough environment/high turnover Financials misstated Not applying vendor credits Unable to take discounts No cash flow forecasting
Couldnt walk across the aisle and resolve receiving/pricing discrepancies

No available AP resources in plants
Daily fire drills/chaos

No visibility/metrics/ability to plan
Meritors Solution: APxCelerator

Straight through processing of payables
Advanced Invoice Capture
Scan Import Auto-sort Extract data Perfect data
Processing
PO Non-PO Approvals Discrepancies GL Assignment 2-3 way match
Completion
Post to ERP Reporting Archival Vendor Portal
Auto Match
Approve
Exception
10
11
APxCelerator Manual Line Match
12
Results
Dramatic Reduction of Vendor Invoice Holds
9000 8000 7000 6000 5000 4000 3000 2000 1000 0 Peak 2008 OCT 08 OCT 09 OCT 10
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Results
The work done in P2P was one of the main reasons a company in our segment, our type, our structure, in our market, with our ratings did not seek funding from the government or default on any of our bank covenants Reduced Holds = Happier Vendors = Minimal Adequate Assurance Requests = Minimal Payment Term Reductions = Minimal Vendor Bankruptcies = Productive Value Chain CFO - Meritor, Inc,
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Additional Benefits Achieved

Payment simplification Accrual simplification Cash flow forecasting Extension of Vendor Terms
AP Help Desk Inquiry Reduction

Process Documentation SOX Compliance
15
Key Takeaways for Project Success

Incorporating data mining, reporting, and analysis about your automated process a key component of your daily, weekly, and monthly activities. Establish champions within the line of business and IT teams and management. Sometimes a simple solution can solve a problem better than a complex solution. Prioritize and focus on the most troublesome areas for problem resolution. Establishing goals for process automation and measure and set objectives and corrective measures to obtain those goals on an ongoing basis.
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Technical Documentation Solution

A Flexible Framework for XML Publishing
Jeff Rosler, Director of Technical Sales Flatirons Solutions jeff.rosler@flatironssolutions.com www.flatironssolutions.com
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About Flatirons Solutions

Experts in Enterprise Content Management (ECM) solutions for commercial and government clients Specialists in content technologies: XML-based single-source publishing, rich media management, web content management, dynamic delivery, and content globalization Full lifecycle services including strategy, architecture, design, and implementation Offices in Boulder, CO, Washington, DC and Dallas, TX Inc. 500 company with over 100 consultants
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The Tech Docs Problem Statement

Todays Technical Publishing teams are asked to support More markets and publication languages More products and product lines More user-specific content rather than one size fits all documents More formats, including PDF, HTML, XML, CHM, ePub and others More publication mediums, including web, mobile, print, eBook, and others.and do it with the same or fewer resources!
Using traditional authoring tools and processes, this means Inconsistency and inaccuracy across formats Latency between product release and document availability Revision and review processes that are chaotic and error-prone
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Large Manufacturer
Create product maintenance documentation for online and print
Challenges
Authoring documents in multiple sources Too Costly to generate and maintain documents Takes too much time to get documents to market Inaccuracies in technical content created large downstream costs in support
20
Using xCP for Tech Docs
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Solution Business Process

Technical Writers
Require Engineering Update?
xCP Back-End System
Assign Task
Update Topic(s)
Assemble Content
Subject Matter Experts (SME)

Review Changes
Approve or Deny?
Review Output
Approve or Deny?
Engineers
Update Technical Metadata
Publishing System
Validate Content & Create Output Publish to Print & Web
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Link Validation helped manage reuse
23
Results
Time to market cut in half Support cost savings of over one million dollars Web site updates on time Customer satisfaction improvements (fewer issues due to inaccurate information) Management better able to track progress
24
Key Takeaways
Moving to a standards based XML solution allowed
Ability to link critical engineering metadata to source content Ability to reuse same content in many places (lower maintenance cost and greater accuracy) One source delivered to multiple formats and destinations
xCP Business process supported

Increased collaboration Increased visibility (better reporting/tracking) Improved time to market
25
Client On-Boarding
Moving beyond an account event to a client on-boarding experience
Erik Raper, VP of Advisory Services Paragon Solutions eraper@consultparagon.com www.consultparagon.com
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About Paragon Solutions, Inc.

Paragon is an enterprise information management solutions company that helps firms leverage information assets to achieve better business results. Industry expertise in Financial, Insurance, Healthcare & Life Sciences Nationwide Coverage with a Global Reach
Provides Strategy Consulting & System Integration

End-to-end Solutions for BPM and Information Governance 10+ Year EMC Partner; Named EMCs 2009 Partner of the Year Industry-aligned Accelerator Assets to Reduce Time to Value
27
Customer Challenges
A global currency exchange trading firm experiencing exponential growth The firm operated in silos across the major currency hubs creating an inefficient, inconsistent client experience from country to country It was difficult streamlining the new account opening (NAO) process due to several business and technology drivers
Existing manual processes involved multiple databases that were struggling to meet increased volume, resulting in system down time, poor productivity and declining customer satisfaction
The process also lacked transparency into the status of NAO resulting in the inability to monitor account progress, balance workloads and/or regulatory reporting requirements The client experienced increased attrition rates and was unable to successfully implement cross-sell initiatives to retain client assets
Copyright 2011 EMC Corporation. All rights reserved. 28
The Solution
Acquire
Welcome
Grow
Retain
The client needed a customized Client On-boarding Solution that would consolidate and automate its current process, create visibility into new accounts, and adhere to regulatory requirements The solution needed to be integrated with internal systems and provide worldwide access and high availability performance With Paragons guidance, the client successfully implemented a consolidated NAO process utilizing a globally platform supporting a single automated workflow and document repository with full integration with backend trading and CRM systems The portal-based solution leverages EMCs Documentum xCP platform which automates business processes from capture and workflow to document management and archiving to improve efficiency and compliance
29
Current State Business Process

Client
Paper/Fax NAO Form NAO Form Image Email Online NAO Form Completion NIGO Resolution
Manual Step Captiva
xCP - BPM
DocSci Back-End System
New Account Operations
NAO image Shared Drive

Retrieve based on Language
In Language In Processing Language In Processing Language Processing In Language Processing
In Good Order?
N Y
Denial Letter
Welcome Letter
Admin Platform(s)
Trading Account Setup
CRM System Update
30
Future State Business Process

Client
Paper/Fax NAO Form NAO Form Image Email Online NAO Form Completion NIGO Resolution
Manual Step Captiva
xCP - BPM
DocSci Back-End System
New Account Operations
In-Language Team Work Queue Processing

Imaging & Form Recognition
Automate Routing Based on Language In Good Order?
Y
Denial Letter
Welcome Kit
Client Campaign Mgmt
Admin Platform(s)
Trading Account Setup
CRM System Update
31
Account Opening Portal

Account Opening Record View
32
Solution Architecture
33
Results
Average account opening cycle time reduced from 4.3 days to <24 hours Average acquisition cost reduced by 48% First 6 months client attrition rate dropped 37% Paragon delivered a portal-based New Account Opening Solution that was available to over 300 users worldwide 24X7 Enabled automated capture, routing and approval of account documents within a single platform, providing end-to-end transparency to account status Provided an integrated Enterprise Content Management and trading platform systems, enhancing compliance oversight and regulatory compliance Positioned the client to drive <18 month ROI while delivering the scalability to sustain exponential growth as a world class financial services organization
34
Key Takeaways
Scope management and careful execution were keys to success
By providing continuity throughout the strategy, requirements and development phases of the engagement, Paragon was able to ensure on-time, on-budget delivery of the solution
In addition, the organizational change management preparation, staging and execution lead to a seamless transition to the future state, thus allowing the client to maximize time to value ROI
Investigative Case Management

How a major metropolitan police department manages their investigations
David Mennie, Consultant Manager, Product Marketing david.mennie@emc.com www.emc.com/xcp
36
Customer Challenges
Managing a lot of unstructured content for investigations
One of their requirements is evidential weight the ability to confirm the authenticity of information in a court of law.
Director of Security Standards and Architecture wanted to select a standard information platform throughout the enterprise Also needed a platform that could support retention management
37
Solution
Repository and records management system for over 2.5 years
EMC Documentum xCP is the basis for the formal investigative case management system
Worked with several partners with vertical (public sector) and deployment expertise:
38
TaskSpace
Investigative Case Management

Police Officer
Create New Incident Classify Incident
Apply Appropriate Retention
Forensic ?
Captiva DocSci Process Engine Related?
Initiate Forensic Request

Enter Incident Notes Search for Related Incidents
Document Victim / Witnesses / Informants
Scan In Supporting Evidence

Screening ?
Import Video / Audio Evidence
Relate Incidents
Officer In Charge
Review Incident
Send for Screening
Crime Management Unit
Review Evidence & Classificatio n
Investigation ?
Send for Investigation
Victim Support?
Victim Focus Unit
Contact Victim
Prepare Investigatio n Plan
Detectives
Pre-Charge Review
Package for Prosecution Services
39
40
41
42
43
44
Results and Key Takeaways

Able to easily delegate tasks between officers as shift changes and reassignments occur
Integration with video evidence (CCTV) and mapping demonstrated in a POC

Opportunity to develop additional strategic, case based solutions built on xCP Rapid iterations with line of business users and IT helps ensure requirements are met the first time Also helps with user acceptance and lowers training needs
45
Travel Expense Management

How EMC is drinking our own champagne
David Mennie, Consultant Manager, Product Marketing david.mennie@emc.com www.emc.com/xcp
46
Challenges
Departments or managers typically receive a quarterly and annual travel budget
Travel budgets are reconciled against employee expense reports, which employees submit after travel is complete During the budget window, there can be little insight as to when the cumulative travel costs reach the allocated budget until it is too late.
For example, managers with a $10,000 budget each for the quarter can exceed their budgets and not realize it until after the quarter completes.
The Solution
xCP Travel App with Mobile UI xCelerator
Before booking travel reservations such as flight, car, and hotel, an employee is required to enter a travel request
The request automatically transmits to the appropriate manager who can approve it, deny it, or request further details or changes
Once approved, the estimated amount is reported to the Business Activity Monitor (BAM) and the estimated costs of the trip reflect in the appropriate reports. After the employee completes the trip and submits an expense report, the actual costs are input into the system and the appropriate reports update xCelerator allows managers to approve pending requests using their mobile devices
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Travel Expense Management
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50
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52
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Results
Quarterly travel budgets have not been exceeded since the system was deployed
Management has 360 visibility into travel costs at department level, regional level, etc.
Travel can be approved my managers even when theyre travelling via mobile device Alerts are sent if KPIs and thresholds are about to be exceeded Integration with internal expense reporting system
54
How You Can Achieve Similar Results

Line of business pressures demand faster time to market and better ROI Best practice: single platform approach
Design center based on compose vs. code

Work with a partner who has expertise with Documentum xCP and knowledge of your vertical industry
Questions?
Matt White (BRT, Inc.) Jeff Rosler (Flatirons Solutions) Erik Raper (Paragon Solutions) Nathaniel Palmer (BPM.com) David Mennie (EMC)
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For more information

Please visit these websites:
Documentum xCP Interactive Tour

http://www.emc.com/collateral/demos/microsite s/xcp/index.htm
Documentum xCP microsite

www.emc.com/xcp
xCP Developer Community

developer.emc.com/xcp
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THANK YOU
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Achieving Success with Case Management

Five Four Real World Deployments

Copyright 2011 EMC Corporation. All rights reserved.

Five Real World Deployments:

Copyright 2011 EMC Corporation. All rights reserved.

Problem: Too Many Poor Decisions

Financial firm executes $4.1B automated trade

Cost to Medicare between $11B to $60B a year

Copyright 2011 EMC Corporation. All rights reserved.

Solution: Case Management

Copyright 2011 EMC Corporation. All rights reserved.

The Case Management Opportunity

Environment, health and safety

Process safety management

Policy & procedure management

Claims and dispute resolution

Copyright 2011 EMC Corporation. All rights reserved.

EMC Documentum xCP

External Customer Communications Systems Enterprise Content Management BPM Content

COMPLIANCE AND ANALYTICS

Copyright 2011 EMC Corporation. All rights reserved.

Automating Accounts Payables with BRT and EMC

Copyright 2011 EMC Corporation. All rights reserved.

Consulting and IT Offerings

BRT Quick Facts

Solution Focus / Technology Expertise

EMC Case Management Partner of the Year in 2010

Copyright 2011 EMC Corporation. All rights reserved.

Meritor, Inc. Company Profile

Couldnt walk across the aisle and resolve receiving/pricing discrepancies

Daily fire drills/chaos

Copyright 2011 EMC Corporation. All rights reserved.

Meritors Solution: APxCelerator

Advanced Invoice Capture

Scan Import Auto-sort Extract data Perfect data

PO Non-PO Approvals Discrepancies GL Assignment 2-3 way match

Post to ERP Reporting Archival Vendor Portal

Copyright 2011 EMC Corporation. All rights reserved.

Copyright 2011 EMC Corporation. All rights reserved.

APxCelerator Manual Line Match

Copyright 2011 EMC Corporation. All rights reserved.

Copyright 2011 EMC Corporation. All rights reserved.

Copyright 2011 EMC Corporation. All rights reserved.

Additional Benefits Achieved

AP Help Desk Inquiry Reduction

Copyright 2011 EMC Corporation. All rights reserved.

Key Takeaways for Project Success

Copyright 2011 EMC Corporation. All rights reserved.

Technical Documentation Solution

Copyright 2011 EMC Corporation. All rights reserved.

About Flatirons Solutions

Copyright 2011 EMC Corporation. All rights reserved.

The Tech Docs Problem Statement

Copyright 2011 EMC Corporation. All rights reserved.

Copyright 2011 EMC Corporation. All rights reserved.

Using xCP for Tech Docs

Copyright 2011 EMC Corporation. All rights reserved.

Solution Business Process

xCP Back-End System

Subject Matter Experts (SME)

Copyright 2011 EMC Corporation. All rights reserved.

Link Validation helped manage reuse

Copyright 2011 EMC Corporation. All rights reserved.