The new release of Solution (aka: Process) Accelerators is now
available on OTN. This new release has
been focused on improving existing accelerators with most customer demand while
adding a new accelerator to the catalog which showcases Adaptive Case
Management (ACM): Complaints Management.
Complaints management has become a strategic focus area in
many industries where customer service is the top priority. It has impacts on
customer satisfaction and retention, and may involve compliance penalties.
However, processes and solutions that support employees dealing with complaints
are ad-hoc, custom, and fraught with manual steps and paper.
The Complaints Management Accelerator, built using the best
BPM, ACM, and Content platform available today, enables effective and efficient
customer complaints resolution. Using ACM we have organized the complaints
settlement process across four phases: Filing, Review, Investigation, and
Resolution, while enabling churn likelihood control via R-generated indexes. The
Complaints Management accelerator thus enables knowledge workers to choose the
best actions leading to efficient complaint resolution, also taking into
account unscheduled events such as the receipt of a new document from the
Customers can quickly input their products, complaints
types, and other data specific to them using out-of-the-box Administrator UIs,
and refine the resolution processes and cases configured in the Accelerator
according to their requirements, exploiting ACM’s model to flexibly fit their
needs and exceed customer expectations.
Other accelerators have also been improved,
• Employee Onboarding has been enhanced to
provide WebCenter based imaging to allow compliance documents (I-9, W-4) to be
scanned and associated with the onboarding instance for the new hire
• eForms Management, now with the option to
remotely deploy a Citizen eForm for submission
• Internal Service Requests, now with examples
of department-specific approval tasks
• Finally, Approval Management for Microsoft
Excel® (AME), which generalizes the model of performing a complete BPM-driven approval
cycle from within Excel, first introduced with the Financial Reports Approval
This release continues to include out-of-the-box
integration scenarios with Oracle Applications Products, including Siebel,
PeopleSoft, and the E-Business Suite.