Customer Service & Delivery Management - Using WebMethods for BPM & EAI | Case Study
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The document outlines a case study for implementing a 360 customer service and delivery management system using webMethods for a subsidiary of a Fortune 100 company. The new system aims to unify customer data across all operating companies, optimize account creation processes, and support various corporate initiatives while ensuring compliance with business rules through enterprise application integration. Key features include a comprehensive BPM solution, real-time data synchronization, and robust reporting capabilities to enhance customer management and operational efficiency.
Customer Service & Delivery Management - Using WebMethods for BPM & EAI | Case Study
- 1. 360 Customer Service & Delivery Management Using WebMethods for BPM & EAI Client: A recently acquired subsidiary that serves as the Retail & Office services arm of a Fortune 100 Corp. CASE STUDY new system and should gradually flow to all downstream enterprise systems: Enterprise Databases Mainframe Enterprise account generation system (shared b/w all op-cos/subsidiaries) Enterprise Duns & Bradstreet hierarchy matching system ERP (People Soft - AR) Point of Sale system used in stores (National customer DB) Vendor’s Card Order Fulfillment Customer Taxation database (Tax-exemptions) Retek - Item and price management system System for sales commissioning Data warehouse The new system should send account request attributes to a Enterprise-level account generation system. On acknowledgement of which, it should create the account on the subsidiary side Define, design, develop & implement an upstream BPM solution that supports enterprise initiatives Build EAI capability around the BPM solution to push newly issued accounts to all downstream systems within the op-co & the enterprise GOAL To unify the customer base for all operating companies within the enterprise in support of the following corporate initiatives: Provide a single view of customers within and across operating companies (op-cos) and functional channels Grow revenue Minimize operating cost Establish customer segmentation programs to support Sales and Marketing efforts expanding over different op-cos Optimize management of the business Focus efforts on highest potential customer segments Differentiate between customer attrition and product declines More clearly identify individual impacts of Sales, Marketing, Product and Operations initiatives on sales, revenue and the bottom line Serve as the foundation for transitioning to a Single Account solution for the Enterprise Implement a comprehensive, systematic means to uniquely identify customers at both the Enterprise and Company level Implement a centralized back office and call center application for account creation and maintenance EXISTING PROCESS Invoiced, Non-Invoiced & Corporate discount accounts were created in ERP (People Soft - AR) at the subsidiary side & then manually downstream No capability to share information with the parent enterprise existed Batch files were manually uploaded in downstream systems No Dashboard available Sales Commissioning had audit issues CHALLENGES Customer Creation Accounts can arrive through various channels: Ecommerce Web portals of Enterprise or Op-co Mail/Fax/Email/1-800 Lead Generation application (Corp. Account Exec) Batch loading by Sales rep & Field Ops All accounts should be created in the
- 2. IMPACTED LINES OF BUSINESS FACTS Production Development Become a Fan on www.facebook.com/pages/Visionet-Systems/220112292066 Customer Maintenance Fetch scattered customer elements from the above mentioned systems and implement the ability to present them on a single system via Enterprise Application Integration Ownership of High-level data should be at the Enterprise level All attributes like invoicing, taxes, & pricing should be maintained in downstream systems within the operating company Only high-level customer attributes should be maintained and/or replicated in the new system with cross reference IDs to all downstream systems There should be a real-time EAI call to fetch required information from downstream using the cross references. This on-demand data would be presented on the CAF (GUI) side along with the information already maintained in the new system Keep information synchronized between all heterogeneous business systems Other Challenges Sarbanes–Oxley (SOX) Compliant Domestic & International customers have different business rules Application Globalization Card issuance & re-issuance orders should be placed at the vendor A workflow based solution was desired Dashboard Reporting and, scorecards are required for Executive management Solution should have the ability to check customer credit using web service interfaces with credit agencies & Duns & Bradstreet Implement Organization’s security matrix for the application SOLUTIONS Analyzed & Created 12 complex business processes using webMethods TECHNOLOGY webMethods 7.1.X Sales Contact: Follow Us on 609-409-1063 x1116 www.twitter.com/VisionetSystems For more information please visit http://www.VisionetSystems.com Visionet Systems Inc. , 3 Cedarbrook Drive, Cranbury, NJ 08512 Cliff Johnson BPM. Key features were: Multi Process Correlation - Acknowledgment / Callback model Process Auditing Data Push to Downstream Business Rules (including complex taxation rules) Management Escalation capability in all Business processes 3L support capability Created EAI interfaces with 16 different systems utilizing WM EAI capabilities JMS adapters EJB adapters JDBC adapters EDI feeds - 210, 810, 850 Developed a GUI-rich Ajax based Task Inbox. Key characteristics are: ‘Saved Search capability’ with multi criteria Task priority Displaying important task details on the Inbox Leveraged Publish/Subscribe model and Service-Oriented architecture Multi screen wizards on the UI (Task screens) A live view of associated processes instances was accessible on the UI Dashboard reports & KPI were implemented to captures different task & business metrics Role based access control was implemented throughout the application Integration Server 7.0 BPM (Workflows) 7.1.2 Composite Application Framework 7.1.2 (JSF & Portlet – JSR 168) BAM (KPI, Process Optimization & Dashboard) Trading Network (Business Partner integration) Operations Customer Service & Collections Customer Administrative Services Customer Discount & Credit Cards Global Retail arm Revenue Operations Point of Sale New Initiatives Product Development Sales & Marketing E-commerce Taxation Legal Audit & Compliance Roll out: 2008 Number of Accounts Created/BPM workflow Executed: 380K Avg. Daily Volume of Workflows spawned: 1430 Number of Tasks Completed: 570K Number of Accounts Maintained: 2.1 Million Number of Customer Cards Issued: 4.8 Million Number of Users: 110 (Concurrent: 80) Project Duration: 15 months Effort: 78,000 Hours Code counts: Data Services Developed: 670 EAI Services Developed: 308 Downstream System Interfaces: 16 CAF/UI screens: 80+ Dashboard Reports: 60