Capgemini and Pegasystems: Delivering Business Value Through Partnership Continuous Process Improvement to Drive Sustainable Results

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Capgemini and Pegasystems: Delivering Business Value through Partnership Continuous process improvement to drive sustainable results

Our partnership combines For organisations to thrive rather than achieve success quickly. Small, simple “Capgemini’s consulting just survive, they need to stay on top steps make it possible to ‘try and buy’. and industry strengths with of the social, technological, economic, It is by starting with smaller projects Pegasystems market-leading environmental and political changes before committing to major ones technology, unlocking business in the business landscape. They that we are able to mitigate risk and value for our customers through need to not only be able to identify manage stakeholders’ expectations. process flexibility, agility and threats and opportunities, but also innovation. respond appropriately. Organisations The Capgemini and need to consider how to make their Pegasystems partnership ” business more adaptive to change, Paul Nannetti responsive, efficient and effective. One Capgemini works in partnership Vice-President, Head Global Service Lines and Portfolio of the management disciplines that with market-leading software can support organisational change, vendor Pegasystems, a recognised creating benefits that enable rapid BPM industry leader, and a premier response to the challenges is Business provider of Customer Relationship Process Management (BPM). Management (CRM) solutions. The company forms a core part BPM as a management science, of our client engagement model, working with BPM Technology and we leverage Pegasystems’ (BPMT), can support the improvement patented technology which enables and optimisation of organisations’ organisations to realize rapid and business processes – extending to significant business returns by directly process automation, applications capturing business objectives into fully development and integration, as automated processes and eliminating well as the testing and maintenance manual programming. Pegasystems of organisation processes to ensure enables clients to quickly adapt to continuous improvements. changing business conditions in order to outperform the competition. Capgemini’s end-to-end BPM Together, we have helped some of the approach treats processes as assets, world’s largest companies achieve new and we combine deep domain levels of agility, enhanced customer knowledge with process improvement loyalty, improved productivity, and expertise, change management skills generate new business. and specialised IT capabilities on leading BPM Technologies. With this The partnership between Capgemini unique formula, we help to improve and Pega has been building our clients’ enterprise value and momentum since 2005, and we business performance. are both committed to building a highly successful, long-term and We work with our clients to strategic relationship. Some of the key understand their situation, their milestones in our relationship include: business challenges, and what they want to accomplish. Through flexible The Capgemini Pega Centre of entry points and routes into BPM, we Excellence (CoE) combined with are able to initiate projects that release our global delivery model called value rapidly. We do this by linking Rightshore® leverages our Pega the improvement of core processes BPM expertise where it is needed to business needs, identifying the most quick wins and initiating projects that The joint development of a number of reusable Pega

2 BPM the way we do it

accelerators that address common complex environments Capgemini has a deep business process issues. Examples Together, Capgemini and Pega understanding of Pega’s leading SM “ are Capgemini BizLender 360 have designed, developed and BPM technology and has a long for Commercial Lending and implemented award winning heritage of delivering projects, Social Insight into Action solutions. The Pega solution we making sure customers really Capgemini and Pega have implemented at a client in the get the value they need to drive worked together with world-class insurance sector won the 2010 their organisations forward. organisations across all sectors, INNovators award from the from Financial Services to Public Insurance Network News, The ” Sector, to implement solutions Insurance Technology award and Alan Trefler that provide customer benefit and the 2011 Model Insurer of the Founder & CEO, Pegasystems business value, often in highly Year award from CELENT.

Capgemini BizLender360SM Capgemini BizLender360SM, offered in partnership with Pegasystems, helps business lenders achieve straight through processing for loan origination, driving major operational efficiency gains, better risk management and reporting, and superior customer service. Key benefits which clients can achieve with Capgemini BizLender 360SM are:

• Reduce time to market by up to 30% • Integrate risk management and pricing interface • Easy exception management through systematic integration of credit policy • Increase transparency and compliance for regulators through integrated audit trail • Ability to view and analyze status of deals and research prior deals with process dashboards.

SM Figure 1: Capgemini Bizlender360 Framework

Customer

Loan Ofﬁcer (Sales)

Lead Generation System / CRM Tool

Financial Enterprise Content Spread system Management

Commercial Lending Origination Integrated Workﬂow

Due Prospects Closing Post Closing Reporting & Pipeline Underwriting Approval Diligence

Work ow UCC (Uniform Reporting Commerical Code) Check Underwriting Governance Loan Operations Risk Management Core Loan Servicing System

3 Our clients look to Capgemini to Social Insight into Action “bring them innovative solutions with measurable Return on Developed in partnership with Pegasystems and Attensity, Social Insight into Investment (ROI) for their Action connects social media analytics with structured information, case business issues. Pegasystems management and business process management. Social Insight into Action has played a significant role allows your organisation to turn social insights into action by addressing root in many of our major global causes and changing business rules in near real-time across channels. This projects and has helped deliver gives your organisation the ability not just to hear what your customers and high value with rapid and competitors are saying, but to listen, analyze and respond in a fast, efficient measurable ROI. ” and scalable manner so that you can deal with both opportunities and threats. Bob Scott Leader, Capgemini BPM Global Service Line

Figure 2: Social Insight into Action – Overview of the solution

Turning social insight into action: When social CRM meets business process management

Need for change Required Response Why Capgemini

Customers are creating terabytes of data By using Social Insight into Action, XYZ and ANALYZE what people are saying about ...then RESPOND by turning this social about organisations every day. Let´s take a Corporation can continually LISTEN to... them and their competitors, and filter out the insight into real action across their existing sample of what XYZ Corporation customers noise... enterprise systems and processes. have recently said, for example...

Social Insight Into Action: When Social CRM meets Business Process Management

Scenario 1 Customer Interaction Vision “Hi Jane, On behalf of XYZ Corp. we are sorry to hear of your experience. Please be advised Scenario 1 this matter is being “I ordered a phone investigated” three weeks ago and it still hasn´t Scenario 2 arrived!” – Jane“ Level 2 @Celebrity Tweeter – Filter 1 Case “We’re delighted you’ve purchased a Community Management new Smartphone and would love to hear Scenario 2 Filter 3 your feedback! We’ve released a user Opportunities Level 1 guide on the app store for you.” “Can´t wait to get Text Analytics Reactive home to my Response @General Forum Tweeter – Smartphone... it´s Level 3 “Smartphone company is pleased to offer just like my pet dog” Filter 2 Threats Business all Celebrity fans a 5% discount with - Celebrity Tweeter Social Media Process Smartphone orders by end of this month.” Monitoring Management Scenario 3 Scenario 3 Manufacturer creates a “It loses signal team comprising product really easily” marketing, product engineering and legal to investigate reception issue “The reception is intermittent” Launch outbound marketing campaign to offer customers “The reception a solution is sometimes very poor” Cross-Selling Business Rules Customer Insight Command Centre changed to offer free solution product with all purchases

4 BPM the way we do it

How our partnership benefits Capgemini BPM/Pega our clients capabilities

Capgemini and Pega have delivered Currently our BPM expertise consists benefits to our customers in two key of 5,100 consultants providing areas: consulting or technology services. Approximately 3,400 are business 1. Cost reduction/efficiency gains to process consultants with vertical lower the costs of running, chan- industry process expertise, another ging and executing processes: 650 are skilled change management experts, 450 are business process In public sector, a win back time architects and 600 are specialists of 70 minutes per case on case in Pega PRPC and frameworks. management Capgemini also has a large expertise Within the insurance sector, we in SOA implementation, Enterprise reduced damage claims by up Application Integration and regular to 33% when implementing a software development in multiple new front office solution for the languages. Our BPM consultants announcement of damage claims collaborate with other Capgemini (first notification of loss) for a car consultants in virtual communities insurance company. The process of practice for BPM, operational was highly manual and supported excellence, transformation and global by legacy systems. After delivery. implementing the Pega solutions, operational expenses dropped by Summary 33%. Capgemini and Pega work together to 2. Increase in competitiveness and deliver world-leading BPM solutions agility, and reduced time-to-market for clients all over the world. We for new products and services: develop innovative solutions to answer specific industry challenges. The For a global banking organisation, collaboration will continue to build on we reduced time-to-market for this success, with a focus on delivering new product releases from nine results for our clients. months to four months In the automotive sector we delivered improved speed to market by 50% For a worldwide engineering organisation, we ran a global operation to optimise and harmonise the business processes and support, leading to precise supply chain planning and processing, with end-to-end, real-time transparency. This resulted in a more accurate process, accelerated supply chain performance and improved competitiveness.

5 Capgemini’s End-to-End BPM Approach

Capgemini Differentiators Figure 3: Capgemini’s BPM approach

Value Performance Management Five Key Steps: Value & Performance Management: makes visible and transparent Capgemini’s pragmatic route through the U Defined and measured value of BPM-powered solutions with Benefits LogicTM and Benefits TrackingTM. how a company creates value: key steps to create sustainable value. -- Simplifying the complexity A -- Benefits tracking and benefits logic End-to-End BPM Governance: V Governance that promotes process V BPM Service Centre helps align all ownership and provides supporting structures, to create and sustain BPM efforts to achieve continuous BPM excellence. E improvement: -- Practices to help organisations mature in Proven Collaborative process thinking and help sustain A Process Approach: Proven collaborative process L BPM capability improvement approach, focused on value improvement and embedding U process thinking in the organisation. Global availability of Capgemini Business Process Management Leveraging BPM Technology: Accelerated Business Analyis: Maximised use of selected BPM and Business Optimised and accelerated BPM delivery with Centre of Excellence: L Rules Management (BRM) technology, tools and E predefined, deep sector solutions and reference models, TM -- Using our global delivery model platforms, smoothly integrated with service – the global SEMBA methodology and certified enabled IT systems. Built to scale and perform. professionals. Rightshore®

Capgemini works with strategic partner Pega to deliver innovative Capgemini BPM: Simple steps, We create these benefits through our solutions. real value, quick return understanding of our clients’ priorities Deep domain knowledge and and our expertise in business and expertise for process design and Capgemini’s approach to BPM technology change management. improvement: distils the understanding we have Our unique approach to BPM -- Sector specific processes in BPMT gained through successful programs leverages the knowledge gained embedded point solutions around the world. We find that -- Domain experts embedded within projects through our successes. This approach BPM’s greatest impact comes from consists of five key areas for BPM Our Collaborative Business working as closely as possible with success; it aligns the end-to-end ExperienceTM approach to align the business. This is when our deep elements of successful programs to Business and IT within your sector knowledge becomes crucial. clear, pragmatic steps of action. We organisation. It is the precise understanding of ensure that strategy and delivery are -- Transformation and change management clients’ requirements, our experience always in step and that results are and insight that enables us to see optimised, delivered on time and Capgemini’s pragmatic approach: the benefits that clients can achieve -- Focused efforts from a clear BPM sustained within the organisation. through continuous process framework We help our clients to achieve great -- Short cycles with direct tangible results improvement and more accurately, results, become more agile and gain -- Strong use of best practice method help them to identify core solutions. competitive advantage

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About Pegasystems

Pegasystems, the leader in business process management and software for customer centricity, helps organisations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at www.pega.com.

About Capgemini

® ®

With more than 115,000 A deeply multicultural organisation, people in 40 countries, Capgemini has developed its own way of working, the Collaborative Capgemini is one of the world’s TM foremost providers of consulting, Business Experience , and draws on Rightshore®, its worldwide delivery technology and outsourcing services. model. The Group reported 2010 global revenues of EUR 8.7 billion. Together More information is available at with its clients, Capgemini creates www.capgemini.com and delivers business and technology solutions that fit their needs and Rightshore® is a trademark belonging to drive the results they want. Capgemini

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