What is our primary use case?
Primary use case is to process a lot of the workflows for the different companies that we support within the insurance industry.
So far, it's performing really well. We've been migrating everything off an old BPM system into this, to keep it more modern. And so far, so good. It gives us a lot of functionality.
In terms of how it's used as a workflow platform to manage our processes, I can't really talk to that. I'm more on the technical side, I install the product. I don't do any of the development or workflow management pieces of it. I just get it running and make it available so they can use it.
What is most valuable?
I don't know. Our team doesn't actually use the product. We install it, configure it, set it up.
What needs improvement?
I think the best way it can be it improved, is to make it easier to install. It's a very complicated piece of software, and there are a lot of things you have to do to get it set up.
It's not just running an installer. You install WebSphere. You install the BPM product, and there's a large host of other steps you have to do: run queries against the database, manually configure a bunch of properties files for your environment. I think if they could streamline all that, so it wasn't a considerable effort to install, that would be very useful. Because from an engineering point of view, you want to spend as little time as possible actually installing a product.
I believe the install was supported by IBM itself. I don't know that we went through a vendor or a partner for that.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
Stability seems pretty good. We have quite a bit of work being done on them right now. We had to build out a pretty large system for it, but so far it's been really stable.
What do I think about the scalability of the solution?
Scalability is a little bit tough, but I probably think that has more to do with how we have it set up, as opposed to the product itself.
How is customer service and technical support?
It's been pretty good. They're really good at providing good feedback, as opposed to a lot of support programs which will actually do their own little run book. They actually listen, more often than not. What little I've had to use them for BPM usually involved the installation step, and I found them really useful for that.
What other advice do I have?
Be sure to thoroughly read the technical documentation on the product first, so you know what you're getting into. When I first had to do it, I just figured I would go to IBM documentation and follow the steps and not read it ahead of time. I realized that it was much more complicated than that, which is why I come back to my earlier statement of make it easier to install.
I think it's incredibly powerful so I give it a solid eight out of 10. Our user base seems to be really happy with it. It's just from the technical side, I'd like it to be a little easier.