Case Management by EMC - xCP Platform

1© Copyright 2011 EMC Corporation. All rights reserved.

Case management using xCP

Tim VereeckeSenior Systems EngineerEMC Information Intelligence Group - Benelux

The right choice in every case


DataMapping

Index

AccountDetails

UpdateAccount

DeleteAccount

CSRReview

DataMapping

Index

CaseInitiation

CaseClosing

• Notification• Document

generation• Records

management• Archiving• Updates

• Web• Email• Mobile• Paper• Scanning

Internal

External

Case Processing

How a case is handled…


PeopleData

Content

Collaboration

Reporting

Policies

Events

Communication

Process

It’s All About the Case


Approach 1: COTS or Custom Development

DEGREE OF CUSTOMIZATION

COTS CUSTOM

COST

FIT TO BUSINESS NEEDS

TIME TO DEPLOY

HIGH

HIGH

HIGH

HIGH

LOW

LOW

MED

LOW


Approach 2 – Multiple “Best-of-Breed” Systems


Integration

Integration

Integration Integration

Integration

Integration

Capture ECM

Customer Communications

Collaboration

ExternalSystems

BPM

Approach 2 – Multiple “Best-of-Breed” Systems

1. Lack of visibility and adaptability2. No end-to-end audit trail and

compliance3. No version management


Is There A Better Way?

ECM Components

Integrated Platform

Static “Coded”

Applications

Dynamically “Composed”Applications


Integration

Integration

Integration Integration

Integration

Integration

INFRASTRUCTURE

Capture ECM

Customer Communications

Collaboration

ExternalSystems

BPM

Documentum xCP: End-to-end Solution

Enterprise Content Management

Content


COMPLIANCE AND ANALYTICS

SecurityRetention

ManagementDashboardsAudit Trails KPIs

APPLICATION COMPOSITION

GraphicalToolset

UI WidgetsProcessSnippets

Forms Controls

Best Practice

s

Community

Documentum xCP: End-to-end Solution

DOCUMENTUM xCP

“Documentum xCP has brought about a sea change in our philosophy and approach to deploying business critical applications. …We’ve been able to explore other technology areas in which we could eliminate redundancies and consolidate applications on a single

platform.”Dr. Lynn Vogel, CIO, MD Anderson

INFRASTRUCTURECapture Content Customer

CommunicationsCollaboration External

SystemsBPM

Enterprise Content Management


Application Composition Checklist

Support For:

Rapid process and application development

Model driven, declarative architecture

Configuration

Composition

Orchestration

Customization


xCelerators

Community

Composition Tools

Reusable Components

EMC Documentum xCP

How do we facilitate this?


Reusable Components

ActivityTemplates

Form Controls

UI Widgets


Defined Processes

Configured Forms

Composition Tools

Assembled User Experience


xCelerators and Developer CommunityDevelop applications even faster

• Speed both development and deployment

• Sample apps, solution templates, express installers, reference architecture, best practices…

• 35 xCelerators• 9 Sample Applications• 26 Assets

• 26 Design Patterns

• Best Practice Guides

• All available in community: http://developer.emc.com/xcp

http://developer.emc.com/xcp


Features and benefits


Purpose-built, adaptable case worker user interface• Highly-configurable, all-in-

one UI for case-based applications

• Unites process, information, and monitoring

• Embedded content preview

• Work queues to distribute case load across users

• Rapid application configuration

• Optimized content and task-oriented access

• Role-based access


Strong ECM capabilities to support content and security• All case information and

interactions must be stored in a common repository

• All case artifacts and models support versioning

• Search and classification capabilities both inside Documentum and external sources

• Security and role-based access control allows all users to share the same trusted source


Strong BPM capabilities to support process• A business process is the

core of any case-based application

• Declarative, dynamic data model enables agility

• Activity templates promotes creation/reuse of commonly used process snippets

• Business rules (logic) can be changed dynamically


End-to-End Information Governance to Provide Audit Trail and Retention• Complete audit trail is key

component to good governance

• Retention management to preserve case only for legally mandated period

• Trusted Content Services provides more advanced security

• Information Rights Management can seal cases beyond the firewall

Electronic signatures

Digital shredding

Singlesign-on

Authentication

Auditing

Encryption

Information rights

Retention Management


Enterprise Capture to Automate Case Creation and Eliminate Data Entry Error• EMC Captiva can automatically

create a case in xCP when a new scanned document is received

• OCR capabilities to extract case metadata

• High-fidelity forms – Forms that look identical to their

paper counterparts

• Validation of data during scanning means only critical data needs to be presented to a human operator

• Redaction can invoked for enhanced security

DeliverExtractCapture Identify Validate

MetaDataAuthorDateFromSubjectCustomer


Customer Communications Management for Rich Case Correspondence• Rich case correspondence with a

quick response time improves customer service

• Multi-channel distribution

• Automate creation and distribution of communications with the customer

• Ensure compliance

• Create templates in commonly used tools (Word, InDesign, Dreamweaver)

• Integrate directly into business process (automated) or via a button in the case worker UI (on-demand)


Graphical tools for creating applications quickly with minimal custom code• Integrated, graphical toolset

• Drag-and-drop environment

• Double-click any template to configure rules associated with it

• Build business processes, electronic forms, and case worker user interfaces

• Common model shared between all tools

• Comprehensive process debugging

Build a process

Build a form


Reusable Components and Sample Applications• Commonly used process

activity templates, form controls, and UI widgets are provided out-of-the-box

• xCelerators are available to provide software artifacts such as sample applications, solution templates, and process blueprints

• Simplified installers, documentation, technical white papers, education and training , and best practices are also provided on the community

ActivityTemplates

Form Controls

UI Widgets


Dashboards for 360 degree view and display of key metrics/analytics• Interactive dashboards

• Visualize key performance indicators (KPIs) at aggregate and instance levels

• Unattended alerts and responses

• Identify and react to situations before they become problem

• Drag-and-drop dashlets to add/remove/move reports


Access to external systems so all relevant information is available• Connect processes with

other applications that run key aspects of the business

• Connect external systems, applications, and people

• Outbound and inbound message and event correlation

• Search across external repositories

• CMIS support


DemoA very quick look


Click icon to add picture


What we provide

Reduce cycle time, improve accuracy, and

enhance productivity

Speed Make well-informed

decisions that benefit the

customer and organization

Intelligence

Eliminate human error and protect

customers

PrecisionLeverage a unified infrastructure to

support diverse case management applications

Agility

CASE MANAGEMENT

xCP - The right choice in every case


For more informationPlease visit these websites:

• Documentum xCP microsite– www.emc.com/xcp

• xCP Developer Community– developer.emc.com/xcp

• Documentum xCP Interactive Tour– http://www.emc.com/collateral/demos/mi

crosites/xcp/index.htm

http://www.emc.com/xcp

http://www.emc.com/collateral/demos/microsites/xcp/index.htm

http://www.emc.com/collateral/demos/microsites/xcp/index.htm


Upcoming events

EMC Documentum Update 2011 September 29 in Brussels

EMC Momentum 2011October 31 - November 3 in Berlin

http://www.momentumeurope.com/


THANK YOU

Case Management by EMC - xCP Platform

Technology

Transcript of Case Management by EMC - xCP Platform