Let's assume you are responsible for running debitor and risk management at your company. Now you have been given the new task of estimating the economic situation of the companies entered in your system at regular intervals.
In your company there is a department for customer relations, in which you know that they exchange information with the customers at regular intervals to facilitate better customer satisfaction and loyalty. For this process there is already an integrated BPMN-based workflow in CAM:
- Customers are contacted by telephone and interviewed on the basis of a fixed questionnaire.
- The customers' answers are recorded directly in the CAM
questionnaire and thus documented.
In order to obtain the necessary information for your regular reporting you want to extend the questionnaire by adding further questions, have the results analysed automatically and create recommendations for action, which are then allocated to the appropriate member of staff in the form of tasks.
The following activities result from this:
- You extend the existing questionnaire using the Form Designer by adding the new questions.
With the Form Designer, forms can be developed, saved for later use and modified. As a result of the "form design process" you obtain a clearly designed form that can be filled in, saved and submitted. The data is then available in the system.
The Form Designer is equipped with helpful functions that make it easier to fill in the forms and minimize mistakes in compilation of the data. For example there is the possibility to designate fields as mandatory; there are language versions, drag & drop of the fields for optimal design, specifications for data entry (e.g. minimum and maximum values, percentages etc.), currencies, support when entering dates and much more. There is also a live preview function as a smart form. "Smart" in this context means that it reacts to entries, allowing errors to be minimized already when creating a form.
Let's assume that one of the things you want to find out is whether the customer has applied for short-time working allowance (via a checkbox) and at what percentage (form field for data entry).
- You adapt the decision-making tables in DMN Designer, so that the answers to the questionnaire are analysed automatically and recommendations for action are made to answer the question as to how to react to this information.
In DMN Designer you can use clearly arranged tables to determine which conditions should result in which recommendation for action for each business rule. In these decision-making tables it can be seen at any time which decisions have been made on the basis of which rules – fact-based and transparent.
You can, for example, define that a customer who has applied for short-time working allowance but has not received a support loan from the government should be observed very closely by the responsible credit manager.
- You integrate the new questionnaire and the automatic recommendations for action into the existing process using the BPMN Process Designer and create an automatic task for the credit manager.
Using the fully integrated Process Designer you can create new processes or modify existing ones. The changes to the process take effect as soon as they are saved.
In our example, the existing questionnaire is simply swapped for the new version by replacing the old name of the form with the new one. The automated recommendation for action is created via a so-called business rule task and is linked with the previously defined decision-making table. The new task for the credit manager is also simply created in the Process Designer.