What is our primary use case?
We use it for eligibility of inbound data, so anything coming from the clients, loading it into our system. We have a product called Peer, and we use the BPM tool within Peer for business monitoring, dashboard for business, so they can monitor the status of the files.
When a file comes in it has to decide whether it has to decrypt the file - some of the files are encrypted - or whether we have to unzip the file, and which platform to send it to - we have multiple platforms. It has some intelligent process built in, so it knows exactly where to send it. And there is a lot of reporting coming out of this product too.
We're not using it with IBM Case Manager or any other IBM automation tool.
How has it helped my organization?
There is a lot of visibility now. It used to be a black box, but with BPM business has more visibility into where the process is.
What is most valuable?
We like the dashboard feature.
What needs improvement?
The business side says it needs more visibility into the process. Right now it's the basic stuff, that's what they see, but they want to see more features. We are exploring what other possibilities are there. Currently, it shows them where the process is, right on the file, whether the main adjudication system is processing the file or not. But if something fails, they want to see more information, like where exactly it failed, etc.
What do I think about the stability of the solution?
It has been really stable the last couple of years. Initially we had issues with stability. It was not the product itself, it was the platform we had it on. But it's stable now, I don't see any issues.
What do I think about the scalability of the solution?
We don't use heavy BPM processing with what we have. I know it is more scalable. We recently acquired another company, so we are trying to see if this can be used for all the eligibility stuff, but that is still in the initial analysis phase.
We have definitely seen revenue and income as a result of implementing BPM; it's basically the eligibility, the whole application, that flows through this product called Peer.
How is customer service and technical support?
We had to use tech support a couple of times, when we had an issue with the application. There are a lot of MQs connecting to the main core adjudication system, and we had failures with those MQs, which was impacting the BPM processes. So we had to engage IBM at that time.
They were definitely helpful. Our SLA is for a tier-one application, so it has to be resolved within an hour. So we engaged IBM.
How was the initial setup?
We worked with IBM for the initial setup.
What other advice do I have?
The most important criteria when selecting a vendor is stability and support.
BPM is an established tool, there shouldn't be any second thoughts about using it.