By Cesare Rotundo-Oracle on Jul 14, 2014
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 customer.
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, including:
• 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 accelerator.
This release continues to include out-of-the-box integration scenarios with Oracle Applications Products, including Siebel, PeopleSoft, and the E-Business Suite.