What is our primary use case?
Most of the use cases are for fraud investigations and managing the cases. We also use it regarding account opening. It's all related to financial services and banking, so it's all about account opening, fraud investigations, KYC, pretty much around the financial services processes.
We use it for workflow management. For example, when the customer requests opening of an account, they reach out to the customer and they initiate the process. Then it goes through the KYC process and it comes to the account executives to determine whether they are eligible to open the account. And of course, there would be a career check as well. So that workflow is actually implemented very well using BPM.
At this moment we are not using it in conjunction with IBM Case Manager or any other IBM automation products.
How has it helped my organization?
It has been used in multiple LOBs and a lot of benefits have been identified. There is a good return on investment, because some of them were using paper-based processing, and introducing BPM has actually improved the time involved.
Regarding any impact on our ability to change or update processes, as I said, most of the paper-based work was converted into an automated workflow process, and some of them were converted into straight-through processing, with no human interaction involved whatsoever.
What is most valuable?
The UI-based workflow, where a lot of human interactions are involved.
What needs improvement?
It's a bit technical, related to the instance of migrations. It's a tough thing to handle, in every new release, in every upgrade, that we have to do things in the applications or in the product. I think IBM is working on it but I know there are a lot of requests coming in from different organizations on this.
What do I think about the stability of the solution?
Stability is pretty good. Many users, concurrent users especially, are using the application built on BPM, so it is good.
What do I think about the scalability of the solution?
We did have multiple setups where the system was scaled to have more users when there was an expansion.
How is customer service and technical support?
We do use them often, in terms of working with product-based issues or product-relevant problems.
We have received good response whenever we engage IBM support for issues. We did get some help from IBM support on some of the BPM-related issues, even though they were not relevant to product. Certain kinds of consultations were answered.
Which solutions did we use previously?
I would say clients prefer to go with IBM, versus competitors, because of the support, and product releases, upgrades or updates or new features that come up very often, in the last couple of years. That has improved compared to two or three years ago.
How was the initial setup?
I would say it's medium-complex. It's not highly complex but, yes, since there are a lot of integrations, it's kind of complex.
What was our ROI?
As I was explaining elsewhere in this review, regarding the paper-based workflow, there were multiple business professionals involved, but now, with BPM, they actually do not work on paper, they do everything online. So they do better work than just filling the paper or processing it.
Which other solutions did I evaluate?
Pega, obviously, is currently one of the main competitors to IBM BPM. I think Pega is actually doing pretty well compared to IBM currently, and I think IBM RPA should do well going forward.
What other advice do I have?
The important criteria when selecting a vendor include looking at
- the licensing cost, obviously
- the infrastructure needed
- resiliency of the product
- the enterprise direction, where they are headed.
Most of the time, time to market is also a consideration. IBM BPM does these pretty well.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
Mar 25 2018