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Sabrina Marechal

The document outlines how Global Atlantic Financial Group integrated SE2's Aurum platform with Salesforce to create a streamlined customer experience. It details the challenges faced due to disparate systems and high call volumes, and describes multiple phases of a digital transformation project aimed at improving case management and service delivery. The integration emphasizes case data transparency, reducing communication gaps, and enhancing overall operational efficiency across teams.

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©2017 SE2, LLC. Proprietary and Confidential Information1 How Global Atlantic Integrated SE2’s Aurum With Salesforce Sales & Service Cloud to Build a Single Customer View Featuring: Douglas Loots, SVP Digital and Individual Markets at Global Atlantic Financial Group, & Indra Bhattacharya, Enterprise Architect/Digital Evangelist at SE2 New York, September 17th, 2019
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent2 | https://www.linkedin.com/in/indra nathb/ Global Atlantic Financial Group (Global Atlantic) is the marketing name for Global Atlantic Financial Group (GAFG) Limited and its subsidiaries, including Accordia Life and Annuity Company, Commonwealth Annuity and Life Insurance Company, Forethought Life Insurance Company and Global Atlantic Re Limited. GA was founded by Goldman Sachs in 2004 and separated in 2013. No other company with at least $250 million in sales grew faster from the start of 2012 to year-end 2016 SE2, an Eldridge Industries business, is a leader in digital technology enabled third-party administration services/ BPaaS provider for the US Life and Annuity insurance industry. SE2’s Aurum platform is an end-to-end digital life and annuity platform, and has built its API-based service solutions to enable digital ecosystem play. https://www.linkedin.com/in/douglaswloots/
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent3 | • With the consumerization of technology, customers treat all industries alike, be it Retail or Insurance when it comes to customer service • Customers leverage the channel of their choice for help on a variety of topics, and they expect fast answers and personalized care during sales and servicing cycle Excellent Customer Service fuels business growth Image Copyright: Salesforce.com The challenge is to deliver a seamless experience given that customer information and the business workflow is dispersed across different systems, divisions and organizations 3 |
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent4 | Customer information and the business workflow is dispersed across different systems, divisions and organizations The typical challenges were being faced, i.e., disparate platforms across the two organizations, agent productivity was hindered by high case volume and long hold times based on the complex manual processing across platforms. Customer/ Policy Owner Agents (Independent, Broker/Dealer) GAFG Sales Support Agents/BDs/IMOs Sales cloud Service cloud CRM W/F Email SE2 CSRs New Business Requests New Business Requests New Business Requests Inforce Servicing Inforce Servicing Aurum® GAFG Systems
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent5 | Customer Information and the business workflow is dispersed across different systems and organizations (GAFG, SE2) Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce SE2 CRM (Call/status) SE2 Case Manager New business Sales cloud Service cloud GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) Existing functionality/process Manual functionality/process New functionality/process SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt.. Missing shared information between teams Email Case Data Import to Case Manager Export to Salesforce Export File (Nightly) Update Case Status Information All datafeedsfromSE2 are large batches and single pipe utilization only The typical challenges were being faced, i.e., disparate platforms across the two organizations, agent productivity was hindered by high case volume and long hold times based on the complex manual processing across platforms.
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent6 | Transforming Customer Experience – by investing in Digital Program Increment 1 – Case updated in SFDC Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Send/receive Case information Sales teams continue to use sales cloud. Service teams utilize service cloud. Same data, different UI targeted to the end user role. GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Integration servicesIntegration platform Existing functionality/process Manual functionality/process New functionality/process Case updates Case Data Transparency SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent7 | Transforming Customer Experience – by investing in Digital Program Increment 2 & 3 – Agent alerts & FidX | Envestnet Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Send/receive Case information GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Updates triggered based on distinct status changes in case lifecycle Integration servicesIntegration platform Existing functionality/process Manual functionality/process New functionality/process Agent Notifications RIA Channel Expansion SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent8 | Transforming Customer Experience – by investing in Digital Program Increment 4 – GA Contact Center PI 2 – New Agent Alert Notification Service Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Case status transparency, proactive case notification to agents and GA sales team Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services Send/receive Case information GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Transition technology GA CSR utilization from SE2 CRM/Orion to Salesforce. Case synchronicity with Admin platforms. Transaction triggering. Updates triggered based on distinct status changes in case lifecycle Integration platform Existing functionality/process Manual functionality/process New functionality/process Case comments synchronicity Triggered transactions SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent9 | Transforming Customer Experience – by investing in Digital Program Increment 5…”n” – Ongoing Digital Backlog needs Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Case status transparency, proactive case notification to agents and GA sales team Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Updates triggered based on distinct status changes in case lifecycle Integration platform Existing functionality/process Manual functionality/process New functionality/process Extraneous time in new business research, status updates, follow-up IMO Portal BD Portal CRM/Case Content Knowledge Mgmt Phone/Voice Integration Unified Sales/Service Desktop Future Service IntegrationsSales cloud Service cloud QM Contact Center as a Service IVR SBR WFM ACD CTI Integration platform Services & APIs Real/Near Real-Time Bulk Data Transformation GA Ops CSRs for IMOs & BDs Transition technology GA CSR utilization from SE2 CRM/ Orion to Salesforce. Case synchronicity with Admin platforms. Transaction triggering. Agent Alert Notification Service SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent10 | Transforming Customer Experience – by investing in Digital Enabling Systems of Interactions Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services SE2 API Integration platform Existing functionality/process Manual functionality/process New functionality/process IMO Portal BD Portal CRM/Case Content Email, Chat, IM, Collab Phone/Voice Integration Unified Sales/Service Desktop Service IntegrationsSales cloud Service cloud QM Contact Center as a Service IVR SBR WFM ACD CTI Integration platform Services & APIs Real/Near Real-Time Bulk Data Transformation GA Ops CSRs for IMOs & BDs External PlatformIntegration (RIA, IMO, TPA, etc.) Other GAFG TPAs/Platforms SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt.. Billing Underwriting Communication Systemsof Record Workflow/ Control Systemsof Interaction/Engagement Updates triggered based on defined events in business processes
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent11 | Transforming Customer Experience – by investing in Digital Human Assisted Service – PI Approach Initial state Q2 2018 Q8 2018 Q4 2018 Q1 2019 Future state PI 1 • Case updates • SE2 <> GA case data transparency PI 2 • Agent notifications • RIA channel expansion PI 3 • RIA expansion PI 4 • Case comments synchronicity • Triggered transactions PI “n” • Ongoing Digital backlog Program Increment 1 • GA: Leadership & Mgmt • SE2: Digital Capabilities & Mulesoft API • Bluewolf: SFDC & Informatica • All NIGO case updates can be worked via SFDC • Full NIGO case transparency to NIGO teams and Sales teams Development Deliverables Program Increment 2 • GA: Leadership & Mgmt • SE2: Mulesoft API (for Alerts & Envestnet / FidX) • Bluewolf: SFDC & Informatica • Alert transparency to agents via email on NIGO cases • Begin API build for RIA expansion Program Increment 3 • GA: Leadership & Mgmt • SE2: Mulesoft API • SFDC – GA, SFDC • FidX – GA, FidX, Informatica • RIA expansion Program Increment 4 • GA: Leadership & Mgmt • SE2: Digital Capabilities & Mulesoft API • Bluewolf: SFDC & Informatica • All case and service comments and actions synchronized between SFDC and SE2 systems Qn 20XX
© 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent12 | FIDxNotesTaskAttachmentNigoCase Inbound-services Experience APIs (API gateway) Json Json Json Json Json ACORD Outbound-services JsonJson System APIs (Connectivity APIs) Data and access management Global Atlantic Case manager-services Json Commissions-services Json Carrier dashboard Json ECM Json SE2 Policy Admin Json SE2 Commissions Json Agent Licensing Acord SE2 API Network for GAFG Implementation
Thank You !
Manik S Magar (https://manik.magar.me) Technology Architect, AVIO Consulting @ManikMagar EDI X12 Connector and DataWeave 2.0
Introduction ● Technology Architect @ AVIO Consulting (MuleSoft Partner) ● MuleSoft Certified Architect - Solutions Design / MuleSoft Certified Integration Architect - Level 1 ● MuleSoft Ambassador ● Community Contributor ● Co-lead Online Meetup Group ● Write at https://JavaStreets.com ● { “EntryPoint”: “https://manik.magar.me”}
Agenda ● What is EDI? What is X12? Why should I care? ● What is DataWeave 2? Do I need it? ● How does MuleSoft help with X12? ● Using X12 and DataWeave 2 together (Demo) ● Q&A @ManikMagar manik.magar.me
What is EDI? “Electronic Data Interchange (EDI) is the computer-to-computer exchange of business documents in a standard electronic format between business partners.” Source: https://www.edibasics.com/what-is-edi/ @ManikMagar manik.magar.me
What is EDI? @ManikMagar manik.magar.me
What is X12? In 1979, the American National Standards Institute (ANSI) chartered the Accredited Standards Committee (ASC) X12 to develop uniform standards for interindustry electronic exchange of business transactions-electronic data interchange (EDI). Source: http://x12.org/x12org/about/asc-x12-faqs.cfm#a1 @ManikMagar manik.magar.me
What is X12? X12 Standards are continuously evolving. They can be differentiated by release tag such 004010, where - ● 004 - Version Number ● 01 - Release Number ● 0 - Sub-release Number Source: http://x12.org/x12org/about/asc-x12-faqs.cfm#a1 @ManikMagar manik.magar.me
What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me PO Invoi ceInvoi ceInvoi ceInvoicePO POPurcha se Order Delivery OrderDelivery OrderDelivery OrderDelivery Order ……… many more
What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me PO Invoi ceInvoi ceInvoi ceInvoicePO POPurcha se Order Delivery OrderDelivery OrderDelivery OrderDelivery Order ……… many more X12 Standard defines Transaction Sets to represent different document types.
What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me Invoice Purcha se Order Delivery /Pickup Order 850 810 370 Source: http://www.x12.org/x12-work-products/x12-transaction-sets.cfm
Why ….. ? @ManikMagar manik.magar.me Source: https://media.giphy.com/media/kfRtlftqCdn5EfMCPm/giphy-downsized.gif
Why ….. ? @ManikMagar manik.magar.me Source: https://media.giphy.com/media/gn4GJDJo0jyKI/giphy.gif
What is DataWeave 2.0? @ManikMagar manik.magar.me
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations ● Better memory management
What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations ● Better memory management ● ….. Much more
MuleSoft + X12 @ManikMagar manik.magar.me
MuleSoft + X12 @ManikMagar manik.magar.me Exchange - https://www.mulesoft.com/exchange/com.mulesoft.connectors/mule-x12-connector/
MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards.
MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages
MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards
● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations MuleSoft X12 Module @ManikMagar manik.magar.me
MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations ● Optionally, generate Functional Acknowledgements (997 or 999) as per X12 standard. ● Metadata propagation with DataSense for configured schemas
MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations ● Optionally, generate Functional Acknowledgements (997 or 999) as per X12 standard.
MuleSoft X12 Module - How do I? @ManikMagar manik.magar.me When receiving X12, How do I - ● know what message types I received? ● are there any errors? ● get functional acknowledgments and write them back? ● see message metadata (datasense)? ● transform X12 to json?
Demo Time @ManikMagar manik.magar.me
Demo Time @ManikMagar manik.magar.me
Q&A @ManikMagar manik.magar.me Find me - https://manik.magar.me OR Ask Google: “Manik Magar”
SECURING CONFIGURATION PROPERTIES IN MULE 4 A use case to implement on your CI process.
AGENDA ● INTRODUCTION ● WHY SECURE INFORMATION ● HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS ● RUN YOUR PROJECT. ● NEXT STEPS ON AUTOMATIC DEPLOYMENTS? ● SUMMARY.
ABOUT ME Edgar Moran Integration Architect Sr. Force.com Developer. Working at Sitetracker as Integration Architect for the last 2.5 years Twitter: @yucelmoran Personal Blog: https://yucelmoran.com
WHY SECURE INFORMATION ● Is important for companies to keep information confidential ● Keep safe user Id’s and passwords ● General best practice
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 1 . Get Mule Secure Configuration Property from Exchange
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 2 . Prepare YAML files in your project (dev.yaml / test.yaml / production.yaml)
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 3 . Add some attributes in your files (in this sample password and token can be encrypted)
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 4 . Add Global property (application environment ) and Global Configuration property (to tell what property file pick)
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 5 . Add Secure Properties Config
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 6 . Specify the files that contains the credentials, Set a master Key and select the Algorithm and Encryption modes.
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 7. Using secure-properties-tool JAR file to encrypt passwords. java -jar secure-properties-tool.jar string encrypt AES CBC masterKey value_to_encrypt
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 8. Copy and paste the encrypted values in your YAML file looks like this: sfdc.password: "![0UfB9Pm8pUfrkLAmNjKg6DAzrawLSPxXzjzACRipA+w=]" NOTE: enclose the encrypted value with ![]
HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 9. Finally to see the values you can access them like this: ${secure::sfdc.password}
RUN YOU PROJECT AND TEST Before try to run your project, make sure you have your environment variable set in Anypoint Studio: Get the template from here: https://github.com/emoran/mule4-secure- properties
NEXT STEPS ON AUTOMATIC DEPLOYMENTS? ● Setup your prefered source control provider (Bitbucket / GitHub / Azure DevOPS). ● Decide the CI tool is better for you (Circle CI, Jenkins to mention some I have used from many many) ● Adjust your project POM.xml / Settings.XML files and CI pipelines ● Start Building and deploying to your environments per selected branch
QUESTIONS?
THANKS!

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Nyc connect 19 presentations

  • 1. ©2017 SE2, LLC. Proprietary and Confidential Information1 How Global Atlantic Integrated SE2’s Aurum With Salesforce Sales & Service Cloud to Build a Single Customer View Featuring: Douglas Loots, SVP Digital and Individual Markets at Global Atlantic Financial Group, & Indra Bhattacharya, Enterprise Architect/Digital Evangelist at SE2 New York, September 17th, 2019
  • 2. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent2 | https://www.linkedin.com/in/indra nathb/ Global Atlantic Financial Group (Global Atlantic) is the marketing name for Global Atlantic Financial Group (GAFG) Limited and its subsidiaries, including Accordia Life and Annuity Company, Commonwealth Annuity and Life Insurance Company, Forethought Life Insurance Company and Global Atlantic Re Limited. GA was founded by Goldman Sachs in 2004 and separated in 2013. No other company with at least $250 million in sales grew faster from the start of 2012 to year-end 2016 SE2, an Eldridge Industries business, is a leader in digital technology enabled third-party administration services/ BPaaS provider for the US Life and Annuity insurance industry. SE2’s Aurum platform is an end-to-end digital life and annuity platform, and has built its API-based service solutions to enable digital ecosystem play. https://www.linkedin.com/in/douglaswloots/
  • 3. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent3 | • With the consumerization of technology, customers treat all industries alike, be it Retail or Insurance when it comes to customer service • Customers leverage the channel of their choice for help on a variety of topics, and they expect fast answers and personalized care during sales and servicing cycle Excellent Customer Service fuels business growth Image Copyright: Salesforce.com The challenge is to deliver a seamless experience given that customer information and the business workflow is dispersed across different systems, divisions and organizations 3 |
  • 4. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent4 | Customer information and the business workflow is dispersed across different systems, divisions and organizations The typical challenges were being faced, i.e., disparate platforms across the two organizations, agent productivity was hindered by high case volume and long hold times based on the complex manual processing across platforms. Customer/ Policy Owner Agents (Independent, Broker/Dealer) GAFG Sales Support Agents/BDs/IMOs Sales cloud Service cloud CRM W/F Email SE2 CSRs New Business Requests New Business Requests New Business Requests Inforce Servicing Inforce Servicing Aurum® GAFG Systems
  • 5. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent5 | Customer Information and the business workflow is dispersed across different systems and organizations (GAFG, SE2) Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce SE2 CRM (Call/status) SE2 Case Manager New business Sales cloud Service cloud GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) Existing functionality/process Manual functionality/process New functionality/process SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt.. Missing shared information between teams Email Case Data Import to Case Manager Export to Salesforce Export File (Nightly) Update Case Status Information All datafeedsfromSE2 are large batches and single pipe utilization only The typical challenges were being faced, i.e., disparate platforms across the two organizations, agent productivity was hindered by high case volume and long hold times based on the complex manual processing across platforms.
  • 6. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent6 | Transforming Customer Experience – by investing in Digital Program Increment 1 – Case updated in SFDC Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Send/receive Case information Sales teams continue to use sales cloud. Service teams utilize service cloud. Same data, different UI targeted to the end user role. GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Integration servicesIntegration platform Existing functionality/process Manual functionality/process New functionality/process Case updates Case Data Transparency SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
  • 7. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent7 | Transforming Customer Experience – by investing in Digital Program Increment 2 & 3 – Agent alerts & FidX | Envestnet Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Missing case status information after submittal driving high call volume Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Send/receive Case information GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Updates triggered based on distinct status changes in case lifecycle Integration servicesIntegration platform Existing functionality/process Manual functionality/process New functionality/process Agent Notifications RIA Channel Expansion SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
  • 8. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent8 | Transforming Customer Experience – by investing in Digital Program Increment 4 – GA Contact Center PI 2 – New Agent Alert Notification Service Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Case status transparency, proactive case notification to agents and GA sales team Extraneous time in new business research, status updates, follow-up Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs GA Ops CSRs for IMOs & BDs Not currently using Salesforce New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services Send/receive Case information GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Transition technology GA CSR utilization from SE2 CRM/Orion to Salesforce. Case synchronicity with Admin platforms. Transaction triggering. Updates triggered based on distinct status changes in case lifecycle Integration platform Existing functionality/process Manual functionality/process New functionality/process Case comments synchronicity Triggered transactions SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
  • 9. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent9 | Transforming Customer Experience – by investing in Digital Program Increment 5…”n” – Ongoing Digital Backlog needs Case information is now available for NIGO and Sales teams. Eliminate email/phone interaction. Case status transparency, proactive case notification to agents and GA sales team Create, update, delete case/contact information Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services GA Ops call center working in-force business. Access to SE2 systems (SE2 CRM, SE2 Policy Admin, etc.) SE2 API Envestnet platform communication is stood up via FidX software Digital program will build API enablement for Envestnet/FidX only. Updates triggered based on distinct status changes in case lifecycle Integration platform Existing functionality/process Manual functionality/process New functionality/process Extraneous time in new business research, status updates, follow-up IMO Portal BD Portal CRM/Case Content Knowledge Mgmt Phone/Voice Integration Unified Sales/Service Desktop Future Service IntegrationsSales cloud Service cloud QM Contact Center as a Service IVR SBR WFM ACD CTI Integration platform Services & APIs Real/Near Real-Time Bulk Data Transformation GA Ops CSRs for IMOs & BDs Transition technology GA CSR utilization from SE2 CRM/ Orion to Salesforce. Case synchronicity with Admin platforms. Transaction triggering. Agent Alert Notification Service SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt..
  • 10. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent10 | Transforming Customer Experience – by investing in Digital Enabling Systems of Interactions Agents/BDs/IMOs GA Sales Desk & Wholesale Teams GA NIGO/ACRs SE2 CSRs New business Sales cloud Service cloud Integration Message Bus SE2 API Integration services SE2 API Integration platform Existing functionality/process Manual functionality/process New functionality/process IMO Portal BD Portal CRM/Case Content Email, Chat, IM, Collab Phone/Voice Integration Unified Sales/Service Desktop Service IntegrationsSales cloud Service cloud QM Contact Center as a Service IVR SBR WFM ACD CTI Integration platform Services & APIs Real/Near Real-Time Bulk Data Transformation GA Ops CSRs for IMOs & BDs External PlatformIntegration (RIA, IMO, TPA, etc.) Other GAFG TPAs/Platforms SE2 CRM (Call/status) SE2 Case Manager SE2 Image & Workflow SE2 Policy Admin SE2 Agent Mgmt.. Billing Underwriting Communication Systemsof Record Workflow/ Control Systemsof Interaction/Engagement Updates triggered based on defined events in business processes
  • 11. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent11 | Transforming Customer Experience – by investing in Digital Human Assisted Service – PI Approach Initial state Q2 2018 Q8 2018 Q4 2018 Q1 2019 Future state PI 1 • Case updates • SE2 <> GA case data transparency PI 2 • Agent notifications • RIA channel expansion PI 3 • RIA expansion PI 4 • Case comments synchronicity • Triggered transactions PI “n” • Ongoing Digital backlog Program Increment 1 • GA: Leadership & Mgmt • SE2: Digital Capabilities & Mulesoft API • Bluewolf: SFDC & Informatica • All NIGO case updates can be worked via SFDC • Full NIGO case transparency to NIGO teams and Sales teams Development Deliverables Program Increment 2 • GA: Leadership & Mgmt • SE2: Mulesoft API (for Alerts & Envestnet / FidX) • Bluewolf: SFDC & Informatica • Alert transparency to agents via email on NIGO cases • Begin API build for RIA expansion Program Increment 3 • GA: Leadership & Mgmt • SE2: Mulesoft API • SFDC – GA, SFDC • FidX – GA, FidX, Informatica • RIA expansion Program Increment 4 • GA: Leadership & Mgmt • SE2: Digital Capabilities & Mulesoft API • Bluewolf: SFDC & Informatica • All case and service comments and actions synchronized between SFDC and SE2 systems Qn 20XX
  • 12. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent12 | FIDxNotesTaskAttachmentNigoCase Inbound-services Experience APIs (API gateway) Json Json Json Json Json ACORD Outbound-services JsonJson System APIs (Connectivity APIs) Data and access management Global Atlantic Case manager-services Json Commissions-services Json Carrier dashboard Json ECM Json SE2 Policy Admin Json SE2 Commissions Json Agent Licensing Acord SE2 API Network for GAFG Implementation
  • 14. Manik S Magar (https://manik.magar.me) Technology Architect, AVIO Consulting @ManikMagar EDI X12 Connector and DataWeave 2.0
  • 15. Introduction ● Technology Architect @ AVIO Consulting (MuleSoft Partner) ● MuleSoft Certified Architect - Solutions Design / MuleSoft Certified Integration Architect - Level 1 ● MuleSoft Ambassador ● Community Contributor ● Co-lead Online Meetup Group ● Write at https://JavaStreets.com ● { “EntryPoint”: “https://manik.magar.me”}
  • 16. Agenda ● What is EDI? What is X12? Why should I care? ● What is DataWeave 2? Do I need it? ● How does MuleSoft help with X12? ● Using X12 and DataWeave 2 together (Demo) ● Q&A @ManikMagar manik.magar.me
  • 17. What is EDI? “Electronic Data Interchange (EDI) is the computer-to-computer exchange of business documents in a standard electronic format between business partners.” Source: https://www.edibasics.com/what-is-edi/ @ManikMagar manik.magar.me
  • 18. What is EDI? @ManikMagar manik.magar.me
  • 19. What is X12? In 1979, the American National Standards Institute (ANSI) chartered the Accredited Standards Committee (ASC) X12 to develop uniform standards for interindustry electronic exchange of business transactions-electronic data interchange (EDI). Source: http://x12.org/x12org/about/asc-x12-faqs.cfm#a1 @ManikMagar manik.magar.me
  • 20. What is X12? X12 Standards are continuously evolving. They can be differentiated by release tag such 004010, where - ● 004 - Version Number ● 01 - Release Number ● 0 - Sub-release Number Source: http://x12.org/x12org/about/asc-x12-faqs.cfm#a1 @ManikMagar manik.magar.me
  • 21. What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me PO Invoi ceInvoi ceInvoi ceInvoicePO POPurcha se Order Delivery OrderDelivery OrderDelivery OrderDelivery Order ……… many more
  • 22. What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me PO Invoi ceInvoi ceInvoi ceInvoicePO POPurcha se Order Delivery OrderDelivery OrderDelivery OrderDelivery Order ……… many more X12 Standard defines Transaction Sets to represent different document types.
  • 23. What is X12? How do you represent different business transactions with X12? @ManikMagar manik.magar.me Invoice Purcha se Order Delivery /Pickup Order 850 810 370 Source: http://www.x12.org/x12-work-products/x12-transaction-sets.cfm
  • 24. Why ….. ? @ManikMagar manik.magar.me Source: https://media.giphy.com/media/kfRtlftqCdn5EfMCPm/giphy-downsized.gif
  • 25. Why ….. ? @ManikMagar manik.magar.me Source: https://media.giphy.com/media/gn4GJDJo0jyKI/giphy.gif
  • 26. What is DataWeave 2.0? @ManikMagar manik.magar.me
  • 27. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4
  • 28. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc
  • 29. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion
  • 30. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations
  • 31. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations
  • 32. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations ● Better memory management
  • 33. What is DataWeave 2.0? @ManikMagar manik.magar.me ● Default expression language of Mule 4 ● More supported data formats such as “application/x-www-form-urlencoded”, “multipart/*”, application/avro, Newline delimited JSON etc ● Data extraction without explicit data conversion ● More functions and operations for data manipulations ● Better memory management ● ….. Much more
  • 34. MuleSoft + X12 @ManikMagar manik.magar.me
  • 35. MuleSoft + X12 @ManikMagar manik.magar.me Exchange - https://www.mulesoft.com/exchange/com.mulesoft.connectors/mule-x12-connector/
  • 36. MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards.
  • 37. MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages
  • 38. MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards
  • 39. ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations MuleSoft X12 Module @ManikMagar manik.magar.me
  • 40. MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations ● Optionally, generate Functional Acknowledgements (997 or 999) as per X12 standard. ● Metadata propagation with DataSense for configured schemas
  • 41. MuleSoft X12 Module @ManikMagar manik.magar.me ● MuleSoft X12 Module (or Connector) makes it easy to integrate with any system that uses X12 Standards. ● It supports read, write, and validate X12 Messages ● Supports multiple versions of X12 standards ● Allows Trading partner based configurations ● Optionally, generate Functional Acknowledgements (997 or 999) as per X12 standard.
  • 42. MuleSoft X12 Module - How do I? @ManikMagar manik.magar.me When receiving X12, How do I - ● know what message types I received? ● are there any errors? ● get functional acknowledgments and write them back? ● see message metadata (datasense)? ● transform X12 to json?
  • 45. Q&A @ManikMagar manik.magar.me Find me - https://manik.magar.me OR Ask Google: “Manik Magar”
  • 46. SECURING CONFIGURATION PROPERTIES IN MULE 4 A use case to implement on your CI process.
  • 47. AGENDA ● INTRODUCTION ● WHY SECURE INFORMATION ● HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS ● RUN YOUR PROJECT. ● NEXT STEPS ON AUTOMATIC DEPLOYMENTS? ● SUMMARY.
  • 48. ABOUT ME Edgar Moran Integration Architect Sr. Force.com Developer. Working at Sitetracker as Integration Architect for the last 2.5 years Twitter: @yucelmoran Personal Blog: https://yucelmoran.com
  • 49. WHY SECURE INFORMATION ● Is important for companies to keep information confidential ● Keep safe user Id’s and passwords ● General best practice
  • 50. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 1 . Get Mule Secure Configuration Property from Exchange
  • 51. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 2 . Prepare YAML files in your project (dev.yaml / test.yaml / production.yaml)
  • 52. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 3 . Add some attributes in your files (in this sample password and token can be encrypted)
  • 53. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 4 . Add Global property (application environment ) and Global Configuration property (to tell what property file pick)
  • 54. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 5 . Add Secure Properties Config
  • 55. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 6 . Specify the files that contains the credentials, Set a master Key and select the Algorithm and Encryption modes.
  • 56. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 7. Using secure-properties-tool JAR file to encrypt passwords. java -jar secure-properties-tool.jar string encrypt AES CBC masterKey value_to_encrypt
  • 57. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 8. Copy and paste the encrypted values in your YAML file looks like this: sfdc.password: "![0UfB9Pm8pUfrkLAmNjKg6DAzrawLSPxXzjzACRipA+w=]" NOTE: enclose the encrypted value with ![]
  • 58. HOW TO ENCRYPT YOUR CREDENTIALS IN YOUR PROJECTS 9. Finally to see the values you can access them like this: ${secure::sfdc.password}
  • 59. RUN YOU PROJECT AND TEST Before try to run your project, make sure you have your environment variable set in Anypoint Studio: Get the template from here: https://github.com/emoran/mule4-secure- properties
  • 60. NEXT STEPS ON AUTOMATIC DEPLOYMENTS? ● Setup your prefered source control provider (Bitbucket / GitHub / Azure DevOPS). ● Decide the CI tool is better for you (Circle CI, Jenkins to mention some I have used from many many) ● Adjust your project POM.xml / Settings.XML files and CI pipelines ● Start Building and deploying to your environments per selected branch