A global financial services organization turned to Confiance for support in creating business process models to reduced costs and improved customer service.
Confiance enabled the client to capture business requirements in order to seamlessly share customer information across two Oracle CRM systems. Confiance used its expertise in the Oracle BPA Toolset and its extensive knowledge and practical application of business process modeling and improvement to an effective and efficient business process management (BPM) solution.
The client maintained two independently operating business groups, but due to a rapidly changing business environment both groups needed to integrate common customer data. The challenge included clearly articulating business requirements based on its existing business processes which centered around a textual documentation approach.
Having recently acquired Oracle BPA, the client needed expertise on how to use the toolset and set business requirements. The company intended using Oracle’s AIA technology to achieve its goal of seamless data integration and sharing across the existing Siebel Systems. To complicate the situation, the two groups to be integrated spanned different locations, with the offshore location responsible for implementation.
Confiance created a clear and concise “as-is” view of how business operations performed by each of the two business groups. Confiance articulated relevant strategic project information and produced an integrated set of value-added chain diagrams and event process chains. Next we addressed the actual integration of data between the Siebel systems by:
- Creating application views of how data was to be shared, owned, and updated
- Using BPMN models to construct high-level process models, which reflected how data would be upload- ed from one Siebel system and transported to the other via Oracle’s AIA technology
- Identifying specific Siebel screens where new customer information would be displayed on each instance of the two Siebel systems
By following a process-based development approach our client quickly identified required business process changes and translated them into system requirements. Sessions with business users enabled capturing business operations using a standard international modeling method that can be reused and communicated through- out the organization. The “to-be” processes were trans- lated into requirements to be used by the client’s IT staff to create additional views of the solution while maintain- ing traceability back to the business process and overall corporate strategy. The transparency and precision of the Confiance approach allowed all stakeholders to communicate requirements and speak from a common point of view, supporting the client to achieve its primary goal of reducing costs and improving customer service.