21 Business Processes and Counting How Cisco is enhancing the Customer Experience through Digital Transformation

Cisco Systems Inc. & Capgemini

©2016 Pegasystems Inc.

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Santosh KrishnakumariBPM Chief ArchitectCisco Systems Inc.

Gilvin LowellPega Process Digitization Practice LeadCapgemini US LLC

Abhijit BanerjeeiBPM Program ManagerCapgemini US LLC

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Cisco Enterprise Digitization : Vision

Intelligent Business Process Management (iBPM)

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iBPM : Enabler for Enterprise Process Digitization

Ent

erpr

ise

Sec

urity

Unified User ExperienceE

nter

pris

e D

ata

Cisco iBPM SaaS

Business Rules

Management

Dashboards &

Reports

Predictive &

Adaptive Analytics

Business Process

Modelling

Workflow &

Task Management

Business Process

Automation

Process Digitization

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Ent

erpr

ise

Sec

urity

Unified User ExperienceE

nter

pris

e D

ata

Cisco iBPM SaaS

Business Rules

Management

Dashboards &

Reports

Predictive &

Adaptive Analytics

Business Process

Modelling

Workflow &

Task Management

Business Process

Automation

Process Digitization

Cisco iBPM SaaS

RTP, NCAmsterdam, BV

Richardson & Allen, TX

High Availability DR EMEA

IBPMSaas

IBPMSaas

IBPMSaas

Unified Experience

ExternalizationAccess Control

Rules Repository Enterprise Components

Center of Excellence

Reduced Total Cost of Ownership

On Demand Provisioning

Multi-tenant Architecture

Cisco IT Private Cloud$

Proactive Business Process Management

Faster Time to Market

Empower Business and Customers

Real Time Visibility to Business Process

Predictability and Transparency

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Ent

erpr

ise

Sec

urity

Unified User ExperienceE

nter

pris

e D

ata

Cisco iBPM SaaS

Business Rules

Management

Dashboards &

Reports

Predictive &

Adaptive Analytics

Business Process

Modelling

Workflow &

Task Management

Business Process

Automation

Process Digitization

Ent

erpr

ise

Sec

urity

Ent

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ise

Sec

urity

Application Access

•Web-proxy intercepts requests

•Redirects user to SSO Page

Authentication

• OAM Authenticates enterprise user

•Forwards request to Pega application

Authorization

•Cisco Framework Authorizes user for application

•Redirect to the User or Developer Portal

Leverage Enterprise Single Sign-On capability

Delegated User and Access Administration

Centralized Security Policies

Unified Internal and External access control for application users

Supports fine grained access control via user profile attributes

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Ent

erpr

ise

Sec

urity

Unified User ExperienceE

nter

pris

e D

ata

Cisco iBPM SaaS

Business Rules

Management

Dashboards &

Reports

Predictive &

Adaptive Analytics

Business Process

Modelling

Workflow &

Task Management

Business Process

Automation

Process Digitization

Ent

erpr

ise

Dat

a

Disparate Systems of Record Business Process Automation requires Information Exchange High Data Volumes Innovation requires planning & effort

Cisco Enterprise Data & Information Exchange – Pre iBPM

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Standardized Information Exchange

Leverage & Reuse Enterprise Data Object Models

Standard Data Interaction Patterns Innovation On-Demand

Cisco Enterprise Data & Information Exchange – Post iBPME

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ata

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Ent

erpr

ise

Dat

aData Interaction Patterns in iBPM

Pattern #1

iBPM Platform

Pega Repository

Canonical Data

System of Record (SoR)

Enterprise Data

Source #1

Enterprise Data

Source #2

Enterprise Data

Source #N

Oracle Golden Gate (Near Real-time Read)

API(Real-time Write)

Pattern #2

iBPM Platform

Pega Repository

Transient Data

System of Record (SoR)

Enterprise Data

Source #1

Enterprise Data

Source #2

Enterprise Data

Source #N

Custom Java Adaptor (Near Real-time Read)

API(Real-time Write)API

(Real-time Read)

Summary snapshot

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BUSINESS PROCESS AUTOMATION

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iBPM as a Service

Connected Supply Chain Cisco Dev. Org.

Global Services Logistics

OrganizationCisco Commerce

Services Contract

Mgmt.

Corporate Finance

Corporate Finance-

Employee Services

Enterprise Data Services

Business Process Modeling

Customer Partner Services

Cloud and

Software

Sales, Coverage, Crediting and

Comp.

Channel Partners

Enterprise RMO

iBPM Business Process Domain Landscape

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Sales Control Rules Engine

(SCoRE)

Business Rules Management Workflow & Task Management

Sales Discount Guidance

(SDG)

Business Process Modelling

Dashboard, Reports & Analytics

iBPM Business Process Capability Drivers

Gift, Travel & Entertainment Tool

(GTET)

Business Process Modeler

(BPA)

Integrated Collection

Management System (ICMS)

Customer Partner Services

Global Service Logistics (GSLO)

Channel Partners(PMA)

Enterprise Release Management

(Project Entry)

Cisco Engg.(TARGA)

Sales Crediting(TSL)

Sales Crediting(MPAL)

Software (PnP)

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Business

Rules

Management

Orders (Capture & Booking)

CCW

ALLN

AMS

Interfaces / Web Services

Quotes CSCC Mass Mat/ PA SMS3

ServiceOrder Management

Order Management

(R12)

1Platform was put in place to support rules management for orders

3If the order originates outside of US, a booking decision must be made

4Additional services leverage the same process as 1-3 above

Leveraging existing architecture, rules which

have been created for Orders are reused for

new clients

2Orders are checked against a set of rulesShippingResaleServicesSales

ControlsCredit CheckSubscription

Order Validate

d

2 Booking Decision

3 Reuse With Other

Services

4

RCDN

Order placed

2 Order Booked

3

RTP - DR

BRMS SaaS

1

Rules Hot-sync

Sales Control Rules Engine

Business Rules Administration Interface

Rules Hot-Sync across Pega Instances

Highly Optimized Design for Service Response Time

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Workflow

& Task

Management

Gifts, Travel & Entertainment

Tool

Administration Portal for Case re-assignments

Proxy Approver Administration Dynamic Case Routing

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Business

Process

Modelling

iBPM SaaS

DEV Stage Prod

Business Process Execution

PROCESS ACTORS

Knowledge

Exchange

Web Server

Oracle or SQLServer Database

Global RepositoryModel Warehouse

Firewall

OpenText Cloud

Cisco

iBPM SaaS

Stage Prod

BPM

Por

tal

BPM

Por

talAutomated

promotion

Business Process Design

Transition to Execution & Automation

Vision & Strategy

IT Operations Business

Migrate from ProVision to PegaPrior State Target State

Modelers Analysts BusinessDevelopers Users

Enhanced User Experience Unified Modeling and Execution Enterprise reuse for modeling

BusinessProcess Modeler

Tool

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Process

Digitization

&

Automation

Integrated Collection

Management System ORACLE 11i

US/CAN/JAPANORACLE 11iNETHERLANDS/ITALY

ORACLE R12AUSTRALIA/UKH/BRAZIL

ORACLE ERP SYSTEMS INTERNAL TOOLS

San JoseUSA(53)

WarsawPoland

(70)DalianChina(52)

NCUSA(25)

BangaloreIndia(175) Singapore

(1)

Buenos AiresArgentina

(5)

Sao PauloBrazil(4)

AmsterdamThe Netherlands(70)

High Cost of Productivity

3 ERP Systems and Internal Tools

~129,000 hrs/ qtr of Manual

Processing

Limited Collections Mgmt

& Reporting Capabilities

Business Problem

High Data Volume Business Critical Application End to End Process Transformation

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Process

Digitization

&

Automation

Integrated Collection

Management System

Integrated Collections Management Systems - iBPM

San JoseUSA(53)

WarsawPoland

(70)DalianChina(52)

NCUSA(25)

BangaloreIndia(175)

Singapore

(1)

Buenos AiresArgentina

(5)

Sao PauloBrazil(4)

AmsterdamThe Netherlands(70)

ORACLE 11iUS/CAN/JAPAN

ORACLE 11iNETHERLANDS/ITALY

ORACLE R12AUSTRALIA/UKH/BRAZIL

ORACLE ERP SYSTEMS INTERNAL TOOLS

Productivity Increase by

22%Global user adoption of

350+

Time spent on disputes

decreased

18%Time spent on

credit holds decreased

6%

Scalable to align with business growth

Enhanced User Experience Unified Dashboard System of Innovation for Process Agility

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Reduced Total Cost of Ownership

On Demand Provisioning

Multi-tenant Architecture

Cisco IT Private Cloud$

Proactive Business Process Management

Faster Time to Market

Empower Business and Customers

Real Time Visibility to Business Process

Predictability and Transparency

Cisco Services- Global Services Logistics Org. Command Center

Faster Time to Capability – Months to Minutes

15% inventory transition from new buy to repair

10% Reduction in RMA’s

Customer Partner Experience- Order Expedite

75% Annual operational cost reduction

66% Average case handling time reduction

Cisco Commerce- Sales Control Rules Engine

$4M Annual cost avoidance Faster Country / Compliance Rules

Enablement – Months to Days

Corporate Finance- Integrated Collection Management System

22% User Productivity Increase 6% decrease in Credit Holds duration 18% reduction in Dispute resolution

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iBPM Process Digitization – Business Outcome

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©2016 Pegasystems Inc.

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