Case management is supporting the core processes of a company. Big challenges, both internal and external, have impact on the core processes. Internal drivers related to costs, external drivers to customers demanding better and faster delivered services. Should we continue with our on-premise application landscape, should we move to the cloud or do we end up with a hyrbid landscape. An holistic approach leads to better insight in the solution! This holistic approach consists of a Case Management Framework that gives insight where internal/external changes impact the solution and how these can be mapped towards on-prem/cloud products. Three examples are used to explain this methodology, a mortgage request, police investigation and the hotel overbooking scenario. More information can be found in the book 'Oracle Case Management Solutions' http://oraclecasemanagementsolutions.com/ This presented is given at the AMIS25 conference June 2nd 2016 http://www.amis.nl/en/events-eng/jubileumconferentie/

1. Composing a Case Management solution
with SaaS/PaaS/On-prem products
An holistic approach for our core processes
June 2016
AMIS25 Conference
Léon Smiers

2. 2Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Case Management Solutions
http://oraclecasemanagementsolutions.com/

3. 3Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
An holistic approach for our core processes
Big challenges are facing the core processes in a company.
Are we going cloud, stay on-premise, or go for hybrid?
An holistic approach leads to better insight in the solution!

4. 4Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Industry core processes

5. 5Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Case Management Solution Framework
Design categories
Lifecycle Information
Interaction

6. 6Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Case management classifications

7. 7Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Standardized Case management design components
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization

8. 8Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Different dynamics in case classifications
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Process type Events
Service Request Low amount
Incident management Possibly high amount
Investigation Possibly high amount
Content types
Input/Output : Structured
Input : Unstructured
Output : Structured
Input : Unstructured
Output : Structured
Channel Interaction
One to one, external focus
Many to many, internal/external focus
One to many, internal focus

9. 9Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization
Integration
Roles &
Authorization
Oracle BPM/ACM
Siebel
Oracle Policy Automation
Oracle Business Rules
Oracle Event Processing
Oracle Real Time Decisioning
Oracle SOA Suite
Oracle IDM
Oracle Database
Siebel Repository
Oracle Customer Data Hub
Oracle Product Hub
Oracle Webcenter Content
Oracle Webcenter Portal
Siebel Open UI
Oracle ADF
Oracle MAF
Oracle BAM
Integration
Roles &
Authorization
Oracle SOA Cloud
Oracle Integration
Cloud
Oracle SOA Cloud
Oracle Database
Oracle Document Cloud
Oracle Customer Data Hub
Oracle Product Hub
Oracle Big Data cloud
Oracle Service Cloud
Oracle Mobile Cloud
PaaS Big Data
Oracle Social Network
Oracle Sites Cloud
Oracle Service Cloud
Oracle Process Cloud
Service Cloud Policy Automation
Oracle IoT
Oracle BPM/ACM (Java Cloud)
Oracle products On-premise and Cloud
How do we determine what products we need?
An holistic approach leads to
better insight in the solution!

10. Examples
Mortgage process improvement

11. 11Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgage process improvement
Big challenges are facing the core processes in a company.
Are we going cloud, stay on-premise, or go for hybrid?
An holistic approach leads to better insight in the solution!
A mortage in a week,
Changing the dynamics of the mortgage intake process

12. 12Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgages process
Sales Origination Fulfillment
Intake
Determine
customer
needs
Provide
quote

13. 13Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Mortgage – Improvement of customer interaction and performance
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization
1
2
3
3 4
5
3 3
(1) Mobile Cloud
(4) BI Cloud
(3) Service Cloud
(2) Process Cloud
(2) ACM/BPM
(5) SOA Cloud

14. 14Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Example Use Case
Initial
Application
New Case
Application
Review
Process
Notification –
Missing Info
Request
Assistance
New
Service
Request
Request handled
Application
Completed
Case Updated.
Ready for next
phase
Monitoring
For Continuous
Improvement

15. 15Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Example Use Case – Oracle Cloud Components

16. 16Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile Cloud

18. 18Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016

19. 19Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016

22. 22Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile Cloud
On-Prem Case
Management
Process Cloud

25. 25Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile Cloud
On-Prem Case
Management
Process Cloud
Service Cloud

27. 27Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Components
Mobile Cloud
On-Prem Case
Management
Process Cloud
Service Cloud
BI Cloud

30. 30Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Oracle Cloud Platform for Case Management
Mobile Cloud
On-Prem Case
Management
Process Cloud
Service Cloud
BI Cloud
1 2
3
4
2

31. Examples
Managing overbooking – customer loyalty

32. 32Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Managing overbooking – customer loyalty
Big challenges are facing the core processes in a company.
Are we going cloud, stay on-premise, or go for hybrid?
An holistic approach leads to better insight in the solution!
How to avoid loosing loyal customers
while maximizing capacity

33. 33Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Managing overbooking – Customer loyalty
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization
2 11 1
(2) Mobile Cloud(1) Service Cloud
1

34. 34Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Peter and Lana get a message from Hotelize, being loyal customers…

35. 35Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
The offer looks great, so Peter makes a booking in Hotelize’s website

36. 36Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
And then they arrive at the hotel and…

37. 37Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Rebooking the
Hotel reservation via an App

38. Examples
Police investigation – sharing information

39. 39Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – sharing information
Big challenges are facing the core processes in a company.
Are we going cloud, stay on-premise, or go for hybrid?
An holistic approach leads to better insight in the solution!
Improving the internal/external collaboration
and sharing of information

40. 40Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – prime example of Incident case handling

41. 41Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police Officer view, what is wanted

42. 42Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
…and the reality

43. 43Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – sharing information & improving collaboration
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization
1
Document Cloud
1

44. 44Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Document Cloud including conversations example

45. 45Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
End-to-end control, expanding to external organisatons
How to stay in control
Police organisation
Forensic
institute
Request
For forensic
research

46. 46Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Police investigation – expanding to external organisatons
How to stay in control
Lifecycle
Case flow/
Process
Events
Rules
Information
Data Document
& media
People
relationship
Interaction
Portal
design
Dashboard
Channel
Integration
Roles &
Authorization
Process Cloud
1

47. Summary

48. 48Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
An holistic approach for our core processes
Big challenges are facing the core processes in a company.
Are we going cloud, stay on-premise, or go for hybrid?
An holistic approach leads to better insight in the solution!

49. 49Copyright © 2015 Capgemini and Sogeti. All Rights Reserved
Composing a Case management solution with SaaS, PaaS, On-prem products| 2nd June, 2016
Contact Information
Léon Smiers
Solution Architect Oracle
BPM/Case Management/
PaaS
Oracle ACE
Email:
leon.smiers@capgemini.com
Mob.: +31 6 150 30 373
http://twitter.com/leonsmiers
http://www.capgemini.com/
oracleblog

50. www.sogeti.com
www.capgemini.com
The information contained in this presentation is proprietary. It is for intermediary use only.
Copyright © 2015 Capgemini and Sogeti. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
No part of this presentation may be modified, deleted or expanded by any process or means without prior written permission from Capgemini.
About Capgemini and Sogeti
Now with 180,000 people in over 40 countries, Capgemini is one of the world's
foremost providers of consulting, technology and outsourcing services. The Group
reported 2014 global revenues of EUR 10.573 billion. Together with its clients,
Capgemini creates and delivers business, technology and digital solutions that fit
their needs, enabling them to achieve innovation and competitiveness. A deeply
multicultural organization, Capgemini has developed its own way of working, the
Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide
delivery model. Learn more about us at www.capgemini.com.
Sogeti is a leading provider of technology and software testing, specializing in
Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge
solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and
Cyber Security. Sogeti brings together more than 20,000 professionals in 15
countries and has a strong local presence in over 100 locations in Europe, USA
and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the
Paris Stock Exchange.