One of the pillars of the Digital Transformation, Business Process Manager
November 01, 2018
One of the pillars of the Digital Transformation, Business Process Manager
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with IBM Business Process Manager
IBM Business Process Manager is being used by the entire organization for all aspects of our Origination processes, whether related to retail or companies. We also use it for other processes such as First Contact Resolution and management of the reports that must be presented to the Central Bank and other institutions of control or audit.
In the case of banking, it is IBM BPM's handling of the Origination processes that provides the highest ROI, followed by its processes that have to do with client contact, and that is the strategy that we have adopted.
- It is a very complete solution. It has a Process Manager, Operational Decision Manager for management of business rules, CASE Manager for case management, and as of this year, it also has a suite called Digital Business Automation,where FileNet and Datacap are integrated for document management, all in a single solution.
- After a few years, we managed to make IBM Business Process Manager a robust and mature solution. Now, we are generating more than 10,000 instances daily, with an average lifetime of 25 day--with 150 intensive users, plus an occasional 2,000. We have integrations of all kinds, WebServices, Rest, Queues, etc.
- It allows us to synchronize several Portal Servers, with a solution called Federal Portal. In it, users enter a single portal and can see and work on tasks independently of what portal these tasks are generated by.
- This solution serves to balance the load if it is too large, and also to give a better infrastructure for our critical processes. It also is able to coexist with different versions of the product while processes are being updated. In our case, we have 3 Portal Servers integrated to a Federation Portal.
- In the methodology of BPM, continuous improvement is essential, and for this we must be able to count on performance indicators. In order to do this, we had to develop a scheme outside the tool, because many instances did not have an adequate performance. I am informed that IBM will shortly resolve this.
- The BPD is an established system, meaning it is monolithic, and comes with all the issues that these types of systems have.
- It is an easy-to-use suite for simple processes, but if you need solutions with many integrations and complex screens, you need to work with experts with at least 2 years of experience.
- In the case of retail origination, the back office required for processing was reduced by 50%. The cases sent to credit assessment were also reduced by 50%. The quality at the origin was improved by 10%.
- By having detailed tracking for each request, the audit reports stopped being unfavorable.
- It is a fundamental pillar in our digital growth, allowing us to align our processes to our business needs.