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What if you could transform your business in a way you never thought possible?
Businesses must continually manage change, and business people need a faster and more reliable way to bring their goals and new ideas to life. With the accelerating pace of change, however, traditional methods for building business solutions – custom coding and packaged applications – cannot keep up. The pressing need to innovate, differentiate and adapt requires a new approach.
“In a five month period of time, we went from having a discussion to having something out on the street that our agents could sell... That’s pretty lightning speed in my mind...”
Mhayse Samalya President Commercial Business Insurance Farmers Insurance Group
The New Way to Build Business Applications
Businesses are driven by new ideas. They want to rapidly introduce new products, open new markets and out-maneuver the competition. At the same time they must live up to increased customer expectations and comply with new regulations. Meeting these demands requires bringing new speed and agility into the heart of the organization: Its business processes. Too often, cumbersome, manual processes and isolated systems bog companies down, creating execution gaps between management goals and operational performance that impede change and stifle innovation. To succeed, businesses need solutions that help them match operations with strategy, eliminate execution gaps and stay agile so that they can respond quickly to shifts in the market. As the industry leader in Business Process Management (BPM), Pegasystems helps the world’s leading organizations become more competitive and innovative. Pega puts change in the hands of business, providing control to those accountable for business results. With Pega, businesses can define, manage and change their processes exactly when they need to improve operations and add value to customer interactions. Pega helps businesses build flexible and scalable solutions that achieve predictable outcomes remarkably fast – often in sixty to ninety days.
“This new generation of technology allows businesspeople to manage their own changes, update their own rules, and actually be accountable for ensuring that their tool sets and technology deliver business results.”
Kenneth Klepper President and COO Medco Health Solutions, Inc.
Pega BPM is an ideal alternative to inflexible packaged solutions or costly custom IT development. Applications built with Pega BPM are easily defined and changed, because Pega directly captures business objectives, specializes by situation to meet business needs in all contexts and provides comprehensive work automation combined with dynamic case management to get work done – even across departmental silos. The business results achieved with Pega BPM are compelling: � 30% increase in business � 40% improvement in productivity � Five times faster development It’s no wonder that Zurich/Farmer’s, Medco, Citi, Blue Cross Blue Shield of Minnesota, JPMC, John Hancock, Starwood, Kaiser Permanente, and other global organizations use Pega BPM to drive better business outcomes.
Directly Capture Objectives to Innovate at the Speed of Business
Business people must be able to decide on a change and then coordinate resources to make that change happen. This requires sharing tools and ideas with operations and IT at all stages of a project to make sure the solution meets business needs. In Pega BPM, business people capture their goals and objectives with easy-to-use tools that define, organize and manage information directly in the system. This means no more cryptic specifications, disconnected documents or out-of-date applications. Pega BPM is a complete business application development platform for processes, business rules, integration, case management, and user interactions. The platform is 100% model-driven, with no hand coding. All business assets are available in fit-for-purpose Web forms.
“This is an agile concept. You get a business analyst and technician [working] together. This has an impact on the timeline, because the business is seeing what it will get immediately. After that, it’s just a case of building it and testing it, so we can get faster to market and change things on the spot.”
Manuel Restrepo, Head of IT Center of Global Excellence, Chartis Pega BPM helps business people: � Get the solution they need fast with business-friendly tools to collaboratively define, refine and communicate requirements and objectives � Share the business vision with a unified, powerful and easy-to-use Web-based environment for business owners, analysts, designers and developers � Build and refine the process early, with live forms, business rules and flows � Control changes to business models with a dynamic repository where changes and prior versions are automatically tracked � Work collaboratively and concurrently with social tools to flesh out models and forms to meet governance, performance and design needs � Share documentation on-demand during the life of the solution, so documentation is always up-to-date and “in sync” with the actual implementation
Specialize by Situation to Deliver the Right Action at the Right Moment
Pega helps business people define the different ways processes may run, overcoming traditional “cookie-cutter” approaches to work, where work in all locations is done the same way. Pega BPM provides a revolutionary approach to handling differing business requirements based on situation and context, taking into account participants, customer details, and local or regional regulations and policies. Work exceptions and local requirements that would otherwise need human intervention are handled with a specialized layer that captures only the rules for the particular situation. Pega BPM dynamically selects which rules apply at run-time. This lets organizations: � Create dynamic business solutions that can adapt, improve and grow with the business � Substantially reduce costs for delivering multiple versions of an application at the same time � Handle unusual cases automatically and route exceptions to the right workers to reduce manual labor and increase staff productivity � Handle multiple sets of local rules as part of an overall application to increase regulatory compliance across different locales Using specialization, an enterprise can establish a set of company-wide policies and procedures, and then create additional “change only” layers that represent specialized circumstances. As shown in the diagram, circumstances can represent specialization by region or customer type, and can even be used to do shared system piloting by associating new policies and What’s really important, procedures with specific pilot users.
Pega BPM also provides a robust multi-dimensional repository for policies and procedures. Specialized versions in the repository can handle version, product, time, customer type, and geography, as well as customer-specific requirements for organizing and selecting assets. Production configurations can be locked and new elements tested in a specialized development setup before being deployed. Versioning allows rollback and process rerun against earlier versions of business rules and processes and supports a complete audit trail.
particularly because we have many lines of business, is to handle variation... I have all these different businesses with totally different customer sets. Agility is up on top, so there’s a more standard foundation that connects to the core.”
Kenneth Klepper President and COO Medco Health Solutions, Inc.
Automate Work to Increase Productivity and Consistency
Pega BPM solutions are used to do more than define objectives and changes. Pega provides powerful work automation capabilities out of the box, using business policies to automate work and the Pega BPM engine to manage tasks and exceptions across business silos. With Pega BPM, organizations can manage the complete lifecycle of work tasks: � Receiving work across all channels (Web, phone, email, and others) to build and enrich cases � Routing work to systems and people based on skills, workload, priorities, and SLAs � Researching and retrieving data from enterprise systems exactly when needed to reduce manual searches � Responding to customers with automated correspondence to reduce delays and ensure consistency � Resolving work with dynamic policy rules, automating resolution where possible and guiding users when needed � Reporting on productivity and quality for real-time business activity monitoring, with hundreds of reports, easy custom report generation and an open database to integrate with other systems
Dynamic Case Management
For investigations, incident management, claims and complex customer interactions, companies need to coordinate multiple tasks with resources inside and outside the business using dynamic case management. Pega BPM is the industry-leading dynamic case management platform, managing complex work streams, with collaboration among case workers and outside parties. Pega orchestrates the entire case, ensuring it is completed accurately and efficiently. Dynamic case applications are built for change to enable rapid response to constant shifts in business goals and market requirements. Dynamic case management capabilities include: � Standard and ad hoc processes, so case handling is tailored to case requirements and case workers � Business-friendly case design that makes it easy to customize case handling to an organization’s needs � “Design-by-doing”, which allows a case manager to design a new case type from an existing case so best practices are captured for reuse � The ability to capture structured and unstructured content, integrated to document management systems, so that documents can be tracked for the life of the case and beyond
Pega BPM – The Path to Immediate Business Benefits
Pega customers use Pega BPM to transform their operations and beat the competition. Organizations often start with a focused solution solving a specific business problem, and then build on one initiative after another, using Pega BPM to: � Leverage existing infrastructure, extending systems instead of replacing them � Launch new products and services more quickly and efficiently, generating new revenue streams weeks or months faster � Expand solutions globally by reusing and specializing business process assets � Use end-to-end automation to eliminate costly, unnecessary work � Foster great customer experiences that increase customer satisfaction and loyalty With Pega, organizations increase BPM excellence and achieve compelling results, especially in new business, case management and customer experience. Pega customers have gained as much as a 30% increase in business, 40% improvement in productivity and have brought new initiatives to market five times faster.
“We chose Pegasystems based on Pega’s world-class technology and unique ability to support re-use across multiple lines of business. Pega’s deep industry expertise, and pre-packaged financial industry assets were of considerable importance and have enabled us to achieve immediate results.”
Kevin Poe, Senior Vice President Enterprise Business Process Services, SunTrust
Industry Solutions Speed Development of Business Applications
Pega industry solutions are a specialized set of assets that behaves like an application, but is easy to configure and change. They embody industry-specific best practices in Financial Services, Insurance, Healthcare, Telecommunications, Life Sciences, Public Sector, Energy, Manufacturing, and other industries. Industry solutions include: � Robust industry data models � Pre-built screens for common tasks and workflows � Common workflow processes � Industry standards for privacy, compliance, and quality � Standard connectors for access to enterprise data and legacy systems � Targeted reports and dashboards to manage business objectives These solutions offer enterprises the best of both worlds: Automated, pre-built industry policies and procedures combined with the proven Pega BPM platform and Build for Change technology drives innovation, operational excellence and enhanced customer relationships.
Pega has great programs and materials to help companies understand BPM and get started on their journey to success. LEARN Pega.com has rich content about BPM technology, transformation and
continuous improvement methodologies. If you are new to BPM, Pega offers the BPM Professor, an educational series to help you understand the value BPM can bring to your overall enterprise ecosystem.
INTERACT the Pega’s Community, containing Forums, Blogs, and Professional
Developer Network, provides an opportunity to interact with thousands of business process professionals. TRANSFORM Pega Centers of Excellence can help you transform your organization. You can evaluate your organization’s strategy and process, and learn how to take your BPM initiatives to the next level with BPM maturity models and customer best practices.
Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world’s most sophisticated organizations. Customers use our award-winning Pega BPM to improve customer service, reach new markets and boost operational effectiveness. Our patented Build for Change® technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. Pega BPM unifies business rules and processes into composite applications that leverage existing systems — empowering businesspeople and IT staff to deliver value quickly and outperform their competitors. Pega BPM is complemented by best-practice frameworks designed for leaders in Financial Services, Insurance, Healthcare, Telecommunications, Life Sciences, Public Sector, Energy, Manufacturing, and other industries Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit us at www.pega.com.
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