According to Gartner, the promise of Business Process Management (BPM) Platforms is to enable the management of the full life cycle of complex, long-running and sometimes unstructured business processes that cut across organizational boundaries. At its core, Process Automation is about eliminating friction. In the context of Digital Transformation and Digital Enabling, and from the perspective of compliance with the policies and regulations of the Saudi Digital Government Authority (DGA), Business and IT leaders at government agencies must embrace Intelligent Automation (the combination of BPM, AI and Robotic Process Automation-RPA) in order to enable a holistic and continuous Business Transformation Journey
In light of the above, Intelligent Automation with all its essential artifacts (BPM, Digital Services, RPA, AI) would no longer be limited to the notion of addressing efficiency and lowering operational costs, but would rather provide this fly-wheel effect to push forward towards significantly expediting Digital Transformation, as well as improving customer experience, in addition to the original benefit of cost efficiency. To put it in another way, traditional ‘Workflow and Process Automation’ would only cater towards the pathway of efficiency and cost reduction; however, a next generation Intelligent Automation approach would cater to efficiency, as well as frictionless customer journeys and delightful omni-channel customer experience
CAMUNDA and the nucleus for Process Automation:
CAMUNDA has gained significant traction in Saudi Arabia, especially within the context of Open Source, as well as Next Generation BPM platforms that are Cloud ready, Cloud-native, and most importantly, designed for the most complex and highest volumes of business processes, users and transactions. To the most competent and talented community of Solution and Application Architects, CAMUNDA is the de-facto and darling platform that welcomes software engineers with open arms (incredibly developer friendly) and provides the most advanced future-proof ingredients for scalability and performance. SDAIA utilizes CAMUNDA as its essential foundation for process automation. The Ministry of Human Resources and Social Development (MHRSD) embraces CAMUNDA as the core building block for automating all complex and long-running Social Protection Business Processes
To compare it with the world of Marvel’s Avengers, CAMUNDA is like the Hulk; on an individual level, the Avenger with the most raw power and explosiveness! Nothing can stop the Hulk! However, when faced with incredibly new obstacles and challenges that are no longer suitable for one Avenger to endure (Ex: Thanos and his gang…) the Hulk needs his fellow Avengers…the Hulk…like CAMUNDA, needs to be augmented, empowered and complemented
ORCHESTRA and CAMUNDA: the best of both Worlds!
Processes are the algorithms that determine how an organization runs. Intelligent Automation goes beyond traditional BPM, allowing organizations to take a truly end-to-end approach to transformation. Intelligent Automation is about using intelligence and design thinking to streamline processes – and create better experiences – for your employees and customers. The fulfil the promises of a Digital Enterprise, the Process-centric side of Intelligent Automation (BPM, Digital Service Platform) , must provide the most adequate combination of the ‘Inside-out’ and ‘Outside-in’ dimensions. let’s dig deeper into each of these dimensions
Inside-Out (CAMUNDA):
CAMUNDA BPM represents the nucleus for holistic process automation, through making sure that the organization’s business processes are being modeled and mapped based on ISO standards for Process modeling (BPMN), decisions and business rules (DMN), and advanced Case Management (CMMN). The CAMUNDA workflow engine is the foundation for elastic scalability in process automation, and based on an open source and community driven approach for incredible extensibility
Outside-In (ORCHESTRA):
The flip side of the coin is the outside-in dimension. This dimension revolves around Customer Centricity, and the proliferation of Customer Engagement Frameworks that can orchestrate all types of Service Journeys and Digital Services. CAMUNDA, like the Hulk, needs to be augmented and complemented with a dimension that addresses critical questions such as:
- How are customer journeys mapped and modeled ? how are they correlated to my business processes?
- How can we assure that customer journeys address multiple personas (employees, customers, partners) and are delightful, frictionless and seamless across all the plethora of today’s Digital Channels ? (Portal, Mobile, Chatbot, Call Center, Social Media….)
- How can we leverage Low Code Development for building the required engagement frameworks, e-Forms, Service Catalogs and Service Cards? Accordingly and with Low Code, how can we significantly improve time to value ?
- How can we leverage AI and RPA in order to address the full Intelligent Automation Spectrum?
- How can we complement CAMUNDA’s developer friendly platform with a business user friendly platform that fosters a culture of Citizen Developers ?
Enter ‘ORCHESTRA’, a world class Digital Service Platform that addresses the complete ‘Outside-in Dimension’
ORCHESTRA: CompTechCo’s Proud Saudi Platform for Digital Services:
ORCHESTRA is CompTechCo’s flagship platform for Business Process Automation and Digital Services Orchestration. A proud, Saudi made and registered product, ORCHESTRA delivers a next generation and future proof approach for all organizations when it comes to
- Configuring e-Services
- Categorizing e-Services
- Publishing e-Services
- Providing Unified and Standardized Service Catalogues
- E-Service exposure and consumption
- Scaling e-Services
- Operating and maintaining e-Services
It took years of benchmarking, process maturity assessment and lessons learned for us to reach this stage of differentiation when approaching end to end Intelligent Automation projects. Firstly ORCHESTRA not only incorporates the ingredients for automation of your back office corporate processes, but provides a comprehensive Digital Service Platform that delivers the most adequate balance of ‘inside-out’ process modeling and automation (delivered by CAMUNDA), as well as ‘outside-in’ customer journey mapping and digitization. Indeed, Customer journey mapping delivers an outside-in perspective that helps you develop empathy for, and a deep understanding of, your customers, employees and partners.
By connecting the customer journey to your internal processes, you can develop a transformation roadmap and become the customer-centric organization your customers demand in today’s world
The ORCHESTRA platform is carefully engineered and crafted based on a highly modernized, forward thinking and next generation architecture, which purely embraces Micro Services, API first, Containerization and Low Code development.
Below are the main reasons which make CompTechCo’s world class Digital Service Platform, the ‘de facto’ choice for modernized process automation:
- Outcome driven platform: the reason we have processes in the first place, is to fulfil an outcome for your employees, customers and partners, whether it’s opening an account, onboarding a customer or filing a complaint. Our consultancy approach towards journey digitization is to focus on the journey and its related artifacts, rather than the channel. Many organizations have become victims of traditional/legacy approaches to Digital Services, which is on being channel centric (Portal, Mobile, Chatbot etc….), and that has forced them to hard-code business logic directly into each channel !
- Inside out and Outside in Balance: The adequate balance between ‘Inside-out’ and ‘Outside-in’ customer journey mapping: building business processes based on universal standards such as BPMN, DMN and CMMN (which are baked into the CAMUNDA BPM platform, the foundational Process engine on which ORCHESTRA is built), in order to have sustainable organization algorithms (Processes) that are built properly from the inside out, combining that approach with the ‘Outside-in’ angle from the customer perspective, seamlessly across all digital channels
- Context aware: There are more channels and touchpoints than ever before, and digital engagement options are almost endless. Customers are looking for relevant, connected, and secure experiences. Their context and needs change rapidly as they click, browse, and engage. It’s almost impossible to predict what they will do minute to minute – much less script out an extended series of interactions. Brands are no longer in control of the journey at all – the customer is.
- Omni-Channel AI: Organizations will need real-time AI that can work across every customer channel and touchpoint to recommend the right actions to take and conversations to have, while continuously allowing for learning and optimizing each customer interaction. This can’t be a network of disconnected brains that are not unified into a customer-centric solution. It needs to be a centralized decision hub that knows – regardless of channel – when to recommend a service, when to suggest a payment plan, and when to offer a new product.
- Frictionless and Painless: CompTechCo infuses its world class ORCHESTRA Digital Service Platform with AI enabled Automation Bots, in order to eliminate all tedious tasks which pertain to updating back-office applications, as well as extracting data from existing applications. The combination of Robotic Process Automation (RPA) with Digital Process Automation provides an essential foundation for sustainable Intelligent Automation for organizations, across all mission critical processes and service journeys
- API first: Within the Digital Service Journey, data needs to collected/populated from multiple internal and external sources, whether it’s your back-office systems of records (ERP, CRM…) , or your external eco-system data (ABSHER, IAM, Other Ministries etc….) , the ORCHESTRA Platform is engineered from the ground-up with a best in class API first mindset; we can either embed our own API management gateway within the Digital Service Platform, or even seamlessly integrate in order to reuse any existing API Management Platform, such as Google Apigee, Software AG or MuleSoft
- Rapid time to market: We are not only about creating unique digital services and service journeys, we are also about providing the required knowledge transfer to privileged users and citizen developers, so that they are able to easily configure business processes and journeys through simple, visual based and low code process and bot building approaches
Conclusion:
With the CAMUNDA and ORCHESTRA combination, organizations would have a truly best of breed approach, through having a holistic and future proof Intelligent Automation Platform that embraces the ‘best of both worlds’ , in terms of catering to the IT department needs (CAMUNDA: Open source, developer friendly, Cloud first, Micro Services…) and the business user needs (ORCHESTRA: Delightful and Omni-Channel Experiences, Seamless and Frictionless Customer Journeys, Low Code, Citizen developers…)
Through having a best in class ‘Inside-Out’ and ‘Outside-in’ Intelligent Automation approach, organizations would not just expedite their Digital Transformation and Digital Enablement Journeys, but would have a long-term and sustainable fly-wheel effect for holistic and end to end Business Transformation
Start building your Intelligent Automation Journey with CompTechCo!