Business Users better respond to customer and staffing requirements real time
A large financial services company was challenged to continue to deliver a competitive advantage in customer service while concurrently keeping the cost of doing business in line. They had been employing workflow technology to deliver on this challenge with the IBM MQ Workflow technology as the foundation for their Global Event Management (GEM) application.
(+) Business Need
As a part of a Global Event Management (GEM) modernization project, they initiated a project to migrate an outdated business activity monitoring (BAM) system to IBM Business Monitor (Version 7). This was the first step in moving to a technically “more modern”, high-performance and proven business process management solution that would support the base of 2,000 users across 26 business units while delivering new process management capabilities to support the continually changing mortgage
(+) Solution
EmeriConPLETE
They engaged EmeriCon to develop the Monitor 7 solution because of our expertise and experience delivering BPM and BAM solutions that support high-volume and business critical process applications, our technical and business partnership with IBM, and our comprehensive, proven EmeriConPLETE implementation methodology. Key deliverables included:
- Planning the physical and logical IT architecture to support Monitor 7 within the technical environment.
- Capturing the same data collected by the legacy MQ Workflow Monitor system
- Enabling on-line reporting with real-time data to replace reports that used day-old data.
- Enabling on-line tools for dimensional analysis.
- Providing alerts based on key performance indicators and business measures.
- Developing an extract utility to copy Monitor 7 data into an Oracle database used by legacy Reporting tools
- Mentoring the business team to enable them to develop new business reports after the completion of the project.
(+) Results
- The infrastructure is supporting the high volume of data and events that are critical to the Global Event Management application
- 50,000 process instances per week creating approximately 1 million events per day
- Business users have access to current , real-time process information (not day’s old), so they can better
- respond to customer and staffing requirements.
- The GEM Implementation Business team is capable of responding to new reporting requirements because of the knowledge transfer provided by EmeriCon.
- Home Mortgage department is now positioned to take the next step in technology modernization for future business value while the business continues to have the data points needed to make effective business decisions
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