CASO BPM: OLDMUTUAL reduce las colas en las sucursales bancarias hasta 9 veces con la automatización de procesos.

Old Mutual se embarcó en una iniciativa de transformación del negocio con un solo objetivo: poner al cliente primero.El primer paso de esto fue expandir su cobertura de sucursales de 70 a más de 300. Sin embargo, una de las principales limitaciones de esto fue la dependencia de personal de servicio de sucursales altamente capacitado y experimentado. Este personal necesitaba comprender más de 500 variaciones de productos, con más de 10.000 reglas de productos o de negocios almacenadas en 11 sistemas con 1.000 tipos de trabajo/procesos diferentes. La capacitación de recursos tomó alrededor de 9 meses. Esta fue una barrera financiera muy importante para la expansión.

RETO

Establecer una plataforma frontal estandarizada que albergara toda la complejidad del sistema en lugar de número de trabajadores. El objetivo era tener un período de entrenamiento de 10 días después del cual un empleado reclutado sería capaz de proporcionar un servicio superior a los clientes

RESULTADOS Y BENEFICIOS OBTENIDOS

• Los tiempos de espera en la sucursal fueron nueve veces más cortos para 15,000 clientes por día.
• La resolución del punto de conflicto mejoró en un 30%, ya que los sistemas integrados brindan al personal una visión holística de los clientes y servicios disponibles. 
• Tiempo de incorporación x10 más rápido para servir mejor a los clientes y ganar más negocios nuevos. 
• Reducción de la capacitación del personal nuevo de 9 meses a 10 días. 
• Aumento de las ventas del servicio (30-300%). 
• NPS mejoró en un 15% con una satisfacción del cliente consistente y mejorada a través de todos los canales. 
• Bizagi admite 3.000 transacciones por segundo y más de un millón de pasos de proceso por mes.
• Reducción en el número de empleados de tiempo completo para la administración del back office.

 Leer Caso y ver video del caso 

Bizagi Catalyst 18 (16-18 October) will meet the Global Community of Bizagi users in Miami

The global community of 500+ enterprise customers and 1 million Bizagi users,   is a community that regularly meet online in Bizagi's Forums, chat live in their Online Hangouts and access free templates and tools from the Bizagi Xchange.   Now, for the very first time they’re bringing leaders together from across the globe at Bizagi Catalyst 18 (16-18 October)– their inaugural community conference in Miami. They’ve got an incredible lineup of inspirational speakers and success stories. This event offers an exclusive opportunity to learn, network and collaborate with real experts on strategies for accelerating digital transformation. 

This event is also a unique chance to bring a team from your organization in order to focus, collaborate and ideate towards your digital transformation goals. With expert digital leaders, and Bizagi product gurus on site.The Catalyst 18 - is an event for senior leaders and their project teams to network, collaborate and learn to accelerate digital transformation.

VIEW AGENDA & SPEAKERS

BPM CASE: BPM key in the Digital Transformation of ManpowerGroup

ManpowerGroup is the world leader in innovative workforce solutions, connecting human potential to the power of business. ManpowerGroup serves both large and small organizations across all industry sectors through our brands and offerings: ManpowerGroup Solutions, Experis, Manpower and Right Management. 

ManpowerGroup is successfully leveraging Bizagi's digital business platform to build agile digital operations through digital process automation. And this is helping the company to accelerate digital transformation. Their Digital Transformation process is proposed by three phases: the power of enterprise systems, the business process optimization systems (done with Bizagi) and the customer experience. In the video, Rui Dinis, Director of Finance and Administration at ManpowerGroup explains that Bizagi provides them security, compliance, quantification of KPIs, agility, stability... and capability of continuously improving.

Tatweer Petroleum and Seguros Universal have been announced as finalists in the WfMC Awards for Excellence in BPM and Workflow 2015

The WfMC Awards for Excellence in BPM and Workflow 2015 recognize user organizations that have demonstrably excelled in implementing innovative business process management solutions to meet strategic business objectives. The Workflow Management Coalition (WfMC) and BPM.com jointly sponsor the annual Global Awards for Excellence in BPM and Workflow. Bizagi has published two selected customers who are finalists in these global BPM awards. Stay tunned for the winners announcement on December 8th.

Tatweer Petroleum, an oil producer with HQ in Bahrain, is shortlisted on the ‘System Modernization & Operational Transformation’ category, with a beautiful project where BPM is the backbone enabling the company to operate an Internet of Things (IoT) model, where all oil wells are connected to smart processes that predict maintenance and guarantee production.

With Bizagi BPM platform, Tatweer was also able to embed significant process improvements across the organization, seeing a positive impact on efficiency and compliance of critical processes such as Near Miss Reporting and Permit to Work Registration. Valuable lessons have been learned including how to build a BPM culture from scratch and how to work with an agile methodology to hit the ambitious target of delivering 50 automated processes this year alone.

On the other hand, Seguros Universal, an insurance company based in the Dominican Republic, hopes to win in the 'Customer Experience Management' category. 

Seguros Universal, in a first-in-its-industry initiative, embarked on a BPM initiative to automate its Vehicle Insurance Claims process. Utilized by three subsidiaries, and nearly 500 end users, this is considered the most complex of all processes within the organization. Today, 'BPM Auto' underpins the end-to-end process, complete with comprehensive and robust case management and analytics. 

The rigorous entry process requires nominees to provide evidence of the BPM’s benefits in key areas including time and cost savings, quality improvements and bottom line impact. Each nominee must also explain any obstacles to BPM and provide best practices for overcoming them.

"The WfMC awards are known for their rigor,” says Bizagi CEO, Gustavo Gomez. “Their aim is to educate those who are considering a BPM implementation and to provide subjective and actionable advice. Participation requires considerable effort from our customers, so a big thanks to Tatweer and Seguros Universal for supporting Bizagi so far."

  

Email integration plus a number of value-added functionalities extend the power of Bizagi BPM platform

The BPM vendor has announced the latest version of its process automation software, Bizagi BPM Suite v10.7.

The launch, which includes 23 customer-driven enhancements, has three new major features designed to help digitize your business processes faster and more user-friendly. These are:

Email integration: Users can now approve/reject requests from an email delivered directly to their Outlook or their chosen email client. Email templates are created and pre-configured in Bizagi Studio. One click from the predefined buttons allows Bizagi to complete the task, moving the process forward.

Auto-testing: a complete and robust toolkit ensures thorough testing of process flows without human intervention, reducing manual time and effort. Users can create and run new and existing test scenarios both in Development and Test environments.

Mobile app: a brand new look and feel enhances usability for all Bizagi Studio users.

The release, which was available in 'preview' for the first time for a period of one month before the general availability launch, has received positive feedback from users and is expected to encourage more users to extend their BPM journey. Bizagi CEO, Gustavo Gomez, comments:

"We all know that process automation is key to building a successful digital business, yet many feel they do not have the knowledge or tools they need to go beyond process modeling. This launch is a great opportunity for the BPM community to take this step, in a no-risk environment using the most intuitive automation tools on the market."

Bizagi BPM Suite v10.7 is now available for download from Bizagi's website.
- Get Bizagi 10.7 now
- Read the release notes 
- 7 questions about Bizagi 10.7

Más de 500.000 usuarios de Bizagi ahora podrán guardar y compartir procesos en la nube

Bizagi, el proveedor estadounidense de Business Process Management software (BPMS), ha lanzado una nueva gama de servicios diseñados para apoyar la fuerza de trabajo colaborativa y dispersa de hoy.

La última versión de Bizagi Modeler v3.0 permitirá a los 500K+ usuarios de la comunidad Bizagi guardar y acceder a su trabajo libremente, lejos de las restricciones de sus escritorios.

"Ahora, cualquier persona que ingrese a Bizagi puede acceder a sus procesos desde su tablet o smartphone, en cualquier momento, desde cualquier lugar. Bizagi Modeler es gratis y siempre lo será. Lo que le estamos ofreciendo a nuestra comunidad es una función de almacenamiento, adicional a la posibilidad de hacer upgrade a características más completas si el cliente así lo elige". Comenta Gustavo Gomez, CEO de Biagi.

Los servicios de colaboración en la nube de Bizagi – disponibles también en versión de prueba de 30 días de duración - contienen una gran cantidad de características diseñadas para ayudar a los usuarios a editar, analizar y colaborar así se encuentren trabajando offline. 

Colaboración

Por ejemplo, los buzones de comentarios le permite a los usuarios –Mac o PC- participar en hilos de conversaciones y publicar comentarios desde cualquier dispositivo.

"Sabemos que nuestros usuarios conocen y disfrutan las características de colaboración que reciben en sus teléfonos y tablets" dice Andrea Domínguez Gerente de Producto de Bizagi. "Utilizando la funcionalidad de comentarios y chat, los equipos de trabajo pueden finalizar los ciclos de trabajo de forma más rápida y eficiente".

Trabajo Offline

Otra característica importante es la potente capacidad de trabajo Offline con Bizagi, la cual permite a los usuarios revisar modelos de procesos, trabajar en ellos y sincronizar sus cambios una vez se reconecten a Internet. Durante ese momento, los demás usuarios no podrán trabajar en los modelos sin embargo podrán hacer comentarios. 

"La potente capacidad offline es crucial en las empresas de hoy" dice el CEO y fundador de Bizagi Gustavo Gomez. "Nuestros clientes nos cuentan que frecuentemente se encuentran en ´zonas muertas´ sin conexión a internet. Nuestros nuevos servicios permiten a nuestros ocupados usuarios seguir trabajando en sus procesos como un equipo manteniendo los niveles de productividad".

Primeros pasos en Bizagi Cloud 

Para empezar a trabajar en la nube, primero los usuarios de Bizagi deben descargar la última versión de Bizagi Modeler, en donde podrán guardar modelos en la nube de inmediato. 

Para aprovechar las ventajas de las características de colaboración como compartir y trabajar offline, los usuarios están invitados a participar de una versión de prueba donde disfrutarán de todos los beneficios del trabajo en equipo, gratis por 30 días.

Si los usuarios desean continuar usando los servicios de Colaboración en la Nube pueden fácilmente hacer upgrade al Plan de Grupos de Trabajo de Bizagi en la nube. Gomez concluye:

"Tomamos el Bizagi Modeler que los usuarios conocen y aman, y lo hicismos disponible en la nube. Invito a toda la comunidad Bizagi a aprovechar al máximo la versión de prueba de 30 días de duración y ver los beneficios por sí mismos. Esperamos tener más desarrollos y noticias interesantes en este espacio durante los próximos 12 meses. ¡Permanezcan conectados!

Next week: BPM Open House 2015: webinars about case studies on how companies have maximized the ROI of their BPM investment in practice

BPM Open House, presented by Process Excellence Network (PEX), gives you the chance to learn from the first hand experiences of other companies on what it’s taken to maximize the value from their BPM solutions to deliver real business results. This unique online event will bring together hand-picked case studies that will show what the project objectives were, how they were achieved and the results produced.

The live presentations, from 21 - 25 September will run for two hours each day. Each session will start with a business process management solution provider sharing their 40 minute case study on how they have maximized the ROI of their BPM investment in practice. This is value added insight in to how your peers have made business process management work for them.

More Info

CASES STUDIES

CASE STUDY: Accelerating Business Growth with an Agile Platform

Company: NBTY

Vendor: Appian

NBTY is the largest vertically integrated source of nutritional supplements in the US. The organization recognized that it needed to modernize its IT infrastructure to keep up with consumer demand and quickly roll out high quality products to the market. NBTY selected Appian’s Application Platform to drive program definition across its entire scope of work and enhance visibility and management. Through Appian’s agile development approach, NBTY has accelerated operations for critical programs across the entire organization, including a Store Renovation Process which has reduced the renovation time for Vitamin World retail outlets from 35 days to 13 days.

 

Key case study takeaways:

• How an iBPMS platform can optimize both structured and unstructured aspects of a Case Management work scenario and critical business operation 
• How smart process guidance can direct employee behaviour in support of organizational objectives
• How to turn “tacit knowledge” into “institutional knowledge” for smarter business decisions and agile time-to-delivery of customer service

CASE STUDY: Low-code BPM Supporting Lean Thinking at Thomas Cook

Company: Thomas Cook

Vendor: MatsSoft

Thomas Cook’s lean function has delivered over £10m to the bottom line since 2013, while at the same time improving customer experience.  This joint case study presentation with MATS looks in detail at the transformation of customer relations – a high speed project that has connected up to 800 hundred resort reps with mobile BPM technology to dramatically shorten the complaints resolution process to improve customer experience and reduce processing costs.

Three main takeaways for participants: 

• Principles and approach to lean thinking at Thomas Cook
• How Low-code BPM technology from MATS enabled a business configurable, test & learn approach to process improvement
• Project timelines, success criteria and results

CASE STUDY: Life Insurance Policy Lifecycle

Company: Generali

Vendor: Bizagi

Generali provides both individual life and non-life insurance, and insurance for small, medium and large clients in the industrial, agricultural and business risks.
Bizagi’s BPMS was chosen over in-house development and an ‘Out of the Box’ Policy administration system for the cost saving, scalability, functionality and ease of integration. Following deployment and delivery, today Bizagi’s BPMS extends beyond Corporate Insurance.
Since Generali embarked on an organization-wide business transformation to significantly boost productivity and efficiency, Bizagi’s BPMS has delivered significant benefits:

1. Time taken to complete medical evaluation reduced by 38%
2. Single Workflow / Case Management tool for contract lifecycle
3. Integration with Company’s Digital Archive allows automatic saving of correspondence to particular policy and client

This session will cover part of policy lifecycle especially considering medical evaluation in life insurance.
Key case study takeaways:

• A look into the original business requirement and the final implementation of the process which is supported by Bizagi BPM Suite. Nowadays the application processes over 3000 cases per month.
• How Generali automated the most complex underwriting processes.
• How the Bizagi platform helps deliver a customized user experience

CASE STUDY: AutoNation transforms Business Processes for its Shared Services Center and franchise stores

Company: AutoNation

Vendor: PNMsoft

AutoNation operates over 293 franchises across the USA, and has approximately 24,500 employees. It sells 35 different manufacturer brands nationwide across 15 states and is ranked #156 in the 2015 Fortune 500. Li Huang, IT Director at AutoNation, will share her BPM story from the cradle to the grave, including best practice tips and lessons learnt from their successful Business Process transformation.

 

Key takeaways from this presentation, include:

• The importance of a POC (Proof of Concept) when procuring for an intelligent BPMS
• The “people” parameter and how to deal with it through Evolutionary BPM methodology
• How BPM technology fits within a business’s existing architecture

BPM CASE: L'Oreal Looks to Bizagi for ROI and Compliance

L’Oreal is to implement Bizagi BPMS to tighten compliance. The move comes as L’Oreal is looking to automate many Standard Operating Procedures in order to improve ROI within R&D.

L’Oreal R&I USA, the R&D division of the world’s largest cosmetics company, has selected US-based BPM provider Bizagi in a tight tender that included four leading competitor systems.

The L’Oreal US R&I has started piloting Bizagi to automate Standard Operating Procedures (SOP) within Research and Development to automate and accelerate work in its labs. The next targets are purchasing and legal where Bizagi will develop applications to enhance auditability, receipt tracking, and automate manual task hand-offs. 

Bizagi offers customers the opportunity to try, test and automate complete business processes for free. The success of its freemium model has seen 3m downloads of its Bizagi Modeler software, a low-code application that enables non-IT users to take the lead on process improvement.

"We chose Bizagi for its unique engagement model and risk-free evaluation strategy,” says Adam Radziszewski, Director of Innovation and New Technologies in R&I USA. “The Bizagi platform is easier to engage with, evaluate and purchase than competitor offerings. Its low-code modeler and form designer is very intuitive, enhancing business/IT collaboration and allowing for quick technology learning and adoption."

The addition of L’Oreal to the company’s books now brings Bizagi’s enterprise customers to just over 500, a figure of which CEO Gustavo Gomez credits to Bizagi’s risk-free investment strategy.

"Today’s customers – even those the size of L’Oreal - cannot afford to make mistakes in their IT buying strategy. We’re delighted that the company has joined the likes of adidas, GE and Old Mutual and look forward to working with their team to implement quick wins and ROI in the coming weeks."

BPM CASE / CASO BPM: Areva deploys BPM for Nuclear Power Plant / Areva implanta BPM para una Planta Energía Nuclear

Company/ Compañía  Areva

Industry / Sector:  Energy /Energía

Place/Lugar: China

AREVA Deploys BPM for deployment to tracking changes in the construction of new generation nuclear power plants (EPR). As part of the construction of a nuclear power plant in China, the project managers needed a solution for tracking engineering changes in real-time during the different phases of the project. "We needed to automate the flow of electronic documents between all actors involved in the project to chart real-time changes," says Roger-Pierre Gallard, Engineering Unit Manager at AREVA ISD.

AREVA implanta BPM  para hacer seguimiento de las modificaciones en la construcción de centrales nucleares de nueva generación (EPR). Como parte de la construcción de una central nuclear en China, los jefes del proyecto necesitaban una solución para el seguimiento en tiempo real de las modificaciones técnicas durante las diferentes etapas del desarrollo. «Tenemos que automatizar el flujo de documentos electrónicos entre todos los participantes del proyecto para poder trazar los cambios en tiempo real», dice Roger-Pierre Gallard, Engineering Unit Manager at AREVA ISD

 

Vendor /Fabricante BPM: Bizagi

Press Release (October 2014)  http://bit.ly/1vPU0dl
Nota de Prensa (octubre 2014)   http://bit.ly/ZsMLvs

Interesante evento online: BPM Open House 2014 del 22 al 26 de Septiembre de 2014

BPM Open House es un evento online que ofrece la oportunidad de aprender  experiencias de éxito al aplicar Business Process Management. Para las explicaciones de los casos y de la tecnología BPM usada, tendremos de primera mano expertos de fabricantes de BPM y responsables de las empresas usuarias que han utilizado cierta tecnología BPM para conseguir impresionantes resultados de negocio. Los casos de usuario que explicarán son:

- EDP Renewables North America   con un ROI usando ACM aplicado a iBPM de  $100M en sólo 9 meses (Appian)

-  Cisco está usando iBPM evolucionando a una empresa adaptable (Pegasystems)

-  PSCU usando BPM para un mejor entendimiento de las necesidades de los clientes e incrementar su satisfacción  (Opentext)

-  Duke University Library mejora sus procesos con Cloud BPM (IBM)

-  Nationwide Building Society explica cómo BPM es primordial para la excelencia de servicio al cliente (MatsSoft) 

-  Prince Sultan Military Medical City reduce un 80% errores e incrementa la productividad del empleado en un 60% usando BPM y el uso de dispositivos móviles (Bizagi) 

-  US Dept. of Health and Human Services (HHS) usando BPM mejora los resultados de negocio y los cuidados de los pacientes (Bonitasoft)

-  Toyota ha conseguido mayor calidad y satisfacción del cliente con BPM, análisis inteligente, reglas de negocio, capacidades socila y móvil, en la nube (AuraPortal)

Más información y registro en:  http://www.bpm-openhouse.com/