Sales Positioning Guide – LiveCycle ES2
Target Opportunity Process Automation
Customer Profile IT
VP/ Director/Manager of IT – Application Development, VP/ Director/Manager of IT – Web/E-commerce
Critical Business Issues • • • • • • • •
Align more closely with the business to ensure solutions meet their needs. Deliver applications faster to reduce the project pipeline. Automate paper-based and manual processes. Provide complete real-time visibility into end-to-end processes. Ensure deployed solutions meet regulatory and organizational compliance requirements. Quickly modify systems and processes to adapt to business change. Deliver intuitive customer self-service applications backed by streamlines processes. Deliver applications that make employees more productive by offering unified views from disparate systems.
Challenges • • • • • • •
Lack of effective collaboration with the business on new solutions as they are designed. Automating all existing manual processes with current coding approaches takes too long to deliver with current team resources. Creating real-time dashboards to provide visibility on each deployed project is a very large IT effort. Difficulty integrating with all the existing disparate systems. No available packaged applications that solve this problem that don't require extreme customization. Too long to build complete authorization and auditing for each automated process to ensure regulatory compliance. Inflexible systems resulting in inability to deploy simple changes quickly (required to deploy/test full monolithic application).
Qualifying Questions Alignment with the Business • How often do the business teams complain that the deployed solution does not meet their needs? • How much of this is due to lack of effective collaboration between the business and IT teams throughout the project? • Do business teams traditionally send requirements “over the wall” at the beginning of the project, and when they get to see the delivered solution, they realize lots of changes need to be made at a time when it’s too late to incorporate them all? Rapid Application Delivery & Process Automation • What development approaches do you use today to automate paper-based and manual processes that cross multiple silos? • Do you code each project starting from scratch? • How long is it taking to deploy each solution?
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What are the pieces that are taking you the longest and why? o Building user interfaces? Ensuring they work on all platforms? o Integrating with back-end systems? o Building workflow capabilities such as task management, routing, and business calendaring? How easy are the solutions to maintain and update? How are you addressing creation of unified views for employees and customers that aggregate data from multiple applications and systems? Do you have development inefficiencies today with large development teams working in parallel on a project, with various members working on granular pieces (Process design, Form design, UI design, Services)? Troubles with having to wait for all components to come in at once to compile the whole project and test it? Or developers working on wrong versions, or missing key components when rolling out the whole project from development to test, causing a loss of valuable time in troubleshooting? How do you address the requirements for storing, classifying, managing and archiving content used in your applications and processes in your projects today? How is this impacting your development cycle? How many of the processes you need to automate require long-term archiving, regulatory filings at various stages in a process, or creating personalized documents such as welcome kits at the end of an account opening process? How are you automating them, and how long is that taking? What processes have still not been completely automated due to the need to use wet signatures? How are you dealing with automating processes that distribute highly sensitive documents for collaboration? How do you address the needs for automating persistent rights management to them (ex: view document for only X days, can’t print)? How many of your applications have requirements to work in both online and offline modes (ex: sales rep working on client information offline, citizen needing to fill out an application offline and submit later on)? How do you address these requirements today?
Business Visibility • How often are you asked to create custom reports for the business so they can have a high level view of the status of key business process metrics? • How many of these metrics are easily made available to them, and how many are not possible without new development? How long does it take to offer them these metrics? Compliance • How are you meeting the requirements for compliance today, and are you at risk for compliance issues in the future? • Are your policies and regulations encoded in your automated processes, with full audit trails on who did what/when? • Do you have consistent mechanisms for auditing and enforcing policies, or are these done one-off, per project? Agility to Modify Systems and Processes • How quickly are you able to respond to changing business requirements (how agile are your systems)? o How many business user complaints have been cited due to inability to deploy changes or ad-hoc review processes quickly (ex: policy change, branding look and feel, deploy new promotions)? o How long do such changes take?
~ Adobe Confidential ~
Solution Value Alignment with the Business Summary: Use BPM technology to bridge the gap between business and IT through shared easyto-use tooling for process design and implementation Details: Enable business analysts to use shared tools with IT to design overall process flow and user interfaces upfront. Instead of waiting until the end of the project to see the solution, use iterative development to share snapshots of the solution with the business at multiple milestones. Capture upfront the business key performance indicators (KPI) and configure the process to have the KPIs measured and tracked.
Rapid Application Delivery & Process Automation Summary: Rapidly automate end-to-end processes that span people, content and systems through model-driven composition environment and supporting process engine. Reduce time and skill sets needed to deliver new process applications that provide personalized and intuitive user experiences that best match user needs. Meet end-to-end process requirements for people-facing processes through support for content management, information assurance and document output. Details: • Tackle your increasing project pipeline with a model-driven composition environment (as opposed to traditional coding), supporting iterative design and implementation by all the varying skill sets on your team, from business analysts to UI designers and developers. • Deliver projects faster by empowering business analysts to author the process design, forms and even rich user interfaces themselves with IT developers iterating over them to make them completely executable in a provided process engine. • Incorporate collaboration services for real-time collaboration into your applications (audio/video). • Utilize composite application framework to create unified views aggregating information from multiple applications. • Enable your development teams to work in parallel on developing various pieces of the project for maximum efficiency. • Utilize comprehensive eForms and RIA capabilities to deliver sophisticated user interfaces that match the versatile user needs with minimal coding. • Design your UIs once and deploy them anywhere in the ubiquitous, cross-platform clients of Adobe Reader and Flash. • Use standards-based adapters to integrate processes with disparate back-end systems. • Utilize out-of-box workflow capabilities such as parallel routing, delegations, escalations and task list management. • Utilize a broad range of services to deliver collaborative processes with managed and secured content.
~ Adobe Confidential ~
Business Value (continued)
Summary: Offer end-to-end visibility for every process you deploy, giving the business a bird’s eye view of their critical processes to keep them on track, while reducing load on IT to keep generating reports to provide such information. Details: • Instead of building real-time reports for each automated process yourself, use out-of-box real-time metrics for processes, people and easy to surface business metrics (ex: average process completion time, average time to complete a task, volume of cancellation requests, or volume of orders by region). • Provide business managers the ability to easily view current workloads and balance them for optimal processing without requiring special help from your teams. Agility to Modify Systems and Processes Summary: Respond to the business faster with quick updates to solutions you roll out whether these include a new UI component, a new form, a new business rule, or new method for assembling a generated document in a process step. Enable the business to make updates to pieces of the solution, and empower them to create and manage ad-hoc review and approval processes without IT involvement.
There a lot of BPM suites on the market that try to address the same challenges. When you look at these products, they all more or less have the same capabilities around process automation, visibility and control. What they generally fall short in is 3 areas where Adobe shines: 1) The quality of interactions people have with these processes; 2) Effectively reaching all process participants; 3) Broad support for all requirements around people-facing processes. 1) Quality of User interactions: With other vendors, user interactions within the processes are offered in unappealing, clunky html forms and when you need more sophisticated user interfaces, you find that you have a big coding project on your hands. In addition, they often can’t support complex user interaction requirements that include audio/video, real-time collaboration, or real-time data streaming. Ultimately, this causes the failure of many BPM projects, because automating the process is not enough - you need to optimize people’s interactions with it; otherwise they will refrain from using it all together. Adobe’s Offering: User Centric Interfaces Utilize a variety of user interfaces not available in other BPM solutions, such as PDF forms, bar-coded PDF forms, Flash-based guides, and full-fledged RIAs that provide real-time data and collaboration capabilities. With the variety of intuitive user interfaces, you can deliver differentiated experiences to your customers that other BPM vendors cannot help you deliver.
~ Adobe Confidential ~
2) Effectively reaching all process participants: With globalization impacting each and every business, processes today have to accommodate reaching users everywhere around the globe - in high tech areas, in offline environments, as well as rural areas. This is an area competitors have difficulty addressing today, since for the most part they solely rely on browser access for users to interact with processes, which is a) not always possible, (temporary or complete lack of internet access); b) not always effective (trying to deliver UI that works for all browsers leaves you stuck with the least common denominator, which is simplistic UIs).
Top Differentiators (continued)
This also has a hidden IT cost associated with having to test your user interfaces across different versions of browsers. Adobeâ€™s Offering: Universal Reach Adobe solves this in a way no other vendor can on the market today. Since virtually all connected PCs have Adobe Reader and Flash, this means you can reach process participants everywhere .Not only that, you can have these experiences in both online and offline modes. EX 1: In rural areas, you can ship a CD with dynamic forms. Citizens can fill out the form and fax or mail back to you. With bar-coded capabilities, your LC processes can read the barcode that represent all the data the user entered, and kick off the automated process. No need for rekeying. EX 2: In many cases, staff needs to interact with processes offline. For example, a doctor visiting a patient, maintenance crew filling out repair details in the field, an insurance agent visiting a customer and exploring opportunities/filling forms. Offline forms and access to online/offline interfaces delivered on Adobe AIR address all these needs. 3) Broad support for all requirements around people-facing processes As you examine your people-facing processes, you will quickly find key requirements around content management, document output, and information assurance that other vendors canâ€™t support well, or donâ€™t support at all. What that means is that when their customers get to implement these projects, they have to integrate with other vendors to offer a comprehensive solution, which takes time, effort and less than optimal results. Adobe offers out-of-the-box capabilities for all these areas, so you do not have to worry about integration. Document Output: For example, in just about all customer-facing processes, there comes a need for correspondence with the customer. An example might be to send them a personalized welcome kit at the end of a new account opening process in email and/or print. To make this happen, you need strong capabilities for assembly and generation of PDF documents from various different formats, since content that goes into the welcome kit may come from various sources in the organization with different formats. Need for document output will also emerge in a lot of internal processes, where reviewing content, commenting on it and approval is needed.
~ Adobe Confidential ~
Top Differentiators (continued)
Content Management: In addition, many of these processes have a lot of content that is managed throughout them, such as reviews of product specifications, CAD drawings, contracts and proposals. To ensure you can quickly deploy such processes you need content management capabilities to store, search, manage and archive all that content within your process; otherwise your team has to build it themselves or integrate it with another product. Information Assurance: In processes where it is critical to prove the confidentiality and integrity of information, you need the ability to sign documents with digital signatures, certify documents and protect them, even after your process delivers them to a participant. For example, you may want to give a supplier access to the document for 30 days only, and not allow them to print the document. With our offering, you can handle all these requirements with the same suite. Summary: Adobe Differentiation from other BPM suites: Adobe is the only vendor that offers engaging user interfaces, complete eForms capabilities, ubiquitous clients for process interaction, and broad services for supporting all key requirements in people-centric processes in one integrated offering.
Adobe helps IT organizations align with the needs of the business by rapidly developing applications and automating processes to provide visibility into end-to-end processes that span people, content and systems through a model-driven composition environment and supporting process and analytics engines. Develop a range of intuitive user interfaces that support complex user interactions and best match individual access requirements. Deliver differentiated experiences by leveraging Adobe's universal clients, so your automated processes can reach users everywhere in online and offline environments, while reducing your testing efforts on multiple platforms. Key to this offering is the breadth and depth of capabilities for supporting people-centric processes. Whether your processes require personalized correspondence in electronic or print formats, include highly sensitive content that needs to be secured long after it is distributed, or require strong collaboration amongst team members as in ad-hoc commenting and review processes, Adobe provides you with the necessary services to orchestrate in your automated processes easily, all while uniting your business and IT teams with a shared set of tools. To further speed the development cycle, and improve the quality of your projects, Adobe offers solution accelerators that consist of reusable blocks and best practices to follow in building such applications.
~ Adobe Confidential ~