Presentation Title Presentation Title Second Line

AuthorTitle

“Mom, I went Swimming with My Cell Phone!” Connecting Front and Back Office to Deliver the Best Customer Experience

©2016 Pegasystems Inc.

Sada RajagopalanEnterprise Principal Architect, AsurionManish ShankerEnterprise Principal Architect, Asuriom

Outline

2

• Asurion – Introduction

• Claims Management

• Challenges Today

• Claims Management as a Service

• Global Pega Claims Management Platform Architecture

• Development and Deployment Methodology

• Operations and Monitoring

• Roadmap and Future Steps

Asurion – Introduction

Worldwide PresenceQuick Facts• Founded in 1987

• 115+ million MP subscribers168 million warranty contracts

• 16,000+ employees• Owned by top private equity

and sovereign wealth funds• End-to-end (white label)

solutions• Global clients include Verizon,

AT&T, Sprint, Bell Mobility, Telstra, Docomo, KDDI, Walmart, Target, Amazon….

Asurion – What Do We Do ?

4

• White Label Technology Protection Service• Premier Tech Support for Mobile, Tablets, Laptops• Post Sales warranty support• Device Leasing and Upgrade• Extended warranty for Retail Products• Direct Service & OEM Support • Contact Center tech support as a Service

“Background”

5

OUR CHALLENGE• Explosive Hockey Stick Growth• Siloed Claims & Support

Management Systems• Diverse / Disparate Technology Stacks• Agent Workforce Challenges• Scattered Business Rules• Expensive Maintenance and Upkeep

OUR OPPORTUNITY• Unified Claims Management System• Meta Data Driven Configuration• Standardized Case Management Technology• Eliminate Manual Processes• Improve Agent Handle Times• Minimize Cost Per Call / Claim• Improve Speed of Deployment / Features /

Functions Globally

Challenge

Opportunity

What is Global Case Management Platform?

6

Web IVR Agent Mobile SMSChat

API Management

Case Management Platform

Business / Orchestration Services Platform

Enterprise Data Model

Analytics and

Reporting

Files/ Batch / Email / SMS/Comm

Processing

Key Goals

7

• Expose Case management over Omni Channels

• Rich Integration using SOA / API management

• Loosely Coupled system design

• Support Event oriented Enterprise

• Unified Payment, Correspondence and SLA management

• Integration with AD / LDAP, SiteMinder for SSO

• Workload Separation of Pega Deployment for Channels

• Cloud Ready / Enabled Pega 7 Claims platform

• Fully Automated CI / CD pipeline for Release management

Key Goals

8

Business Integration

PlatformDeployment

• Omni Channel Support• Workload Reduction• Time to Market• Menu Approach

• Cloud • Automation• CI – CD Pipeline

• SOA / API Management• Unified Payment• LDAP with Siteminder

• Loosely Coupled• Event Oriented • API Enabled• Fully Configurable• Global / Localizable

Where Pega Fits In

9

PEGA GLOBAL CLAIMS MANAGEMENT PLATFORM

Contact Center

Application

Common Business Rules and Processes

Business Process Services

Client Configuration

Connectors ServicesBack Office

Applications

• Contact Center Application

• Configuration Management

• BackOffice Adjuster Applications

• Business Process Orchestration

• Centralized Business Rules Platform

• Common BPM Platform

• Service Enablement

• Rich Integration with Backend

How Pega Helps Us

10

Platform Design Using Pega 7

11

PEGA CPM Framework

Interaction Driver

Incident Path Determination

Incident Details Capture

Fulfillment Call Wrap Call Timer

Reimbursement

Incident Status

PEGA

PRPC

Content Search & Locate Refund

Enrollment Cancellation Interaction

Communication

Returns Mgmt

TIBCOBusiness

Events ( RISK)

Connectors

SOAP

/JM

SHT

TPJM

SJD

BC

IntegrationBackend Services

PEGARules

Entity Database

DAL

Fulfillment Engine

Eligibility Engine Reship PFR

ScriptingPEGAWork

Database

DAX

BASICS

Billing Gateway

AFS

Client API

Communication Gateway

Escalation Hold Removal Risk Events Payment

TIBCO DAL Services

Account Management

Enrollment Staging

Database

Digging Deep – Class Structure

12

The Pega 7 Edge

13

Consolidate all Business Process / Rules

Expose BPM as a Service to All Channels

Utilize OOTB CPM and Case Management

Configurable / Localizable for Global Deployment

Automated Build / Deploy and Release Process

Build Once – Deploy Many

14

Development Process

15

Agile Development• 2 week sprints• 4 week platform release cycle

Global Development Model• Functional Groups• Hub and Spoke Teams

Continuous Integration• Branching and Merging• Automated Testing• Global Dev / Centralized Deploy

Governance• Guardrails• Gated Check Ins• Peer Reviews

Deployment

16

Release Engineer

Create / Upload Release package

Resolve Artifacts

Deploy

Deploy

Code + DB Scripts

PROD OPS

Mark Release /

Push Button

Deploy

Systems and Business Reporting

17

• Spotfire• Operational Data Store• ETL• Dashboards / Views• Business Reports

• Splunk• OptNet• Pega Alerts• Spotfire• New Relic• Probe• AES• Tracer• PRTG

Critical Success Factors

18

Strong Product Vision

Utilize Pega 7 Capabilities

Build In House Pega 7 SME

Think Global Deploy Local

Speed is Key

Build for Metrics

Roadmap

19

• Technology– High Availability using Memcached + Oracle 12C RAC – Deployment Automation– Localization ( EU / APAC ) – Regression Testing Automation– Parallel Cloud Deployments – Platform Upgrades

Conclusions / Lessons Learned

20

• Plan for platform upgrades and hotfixes

• Get the Class Structure Right / Anticipate growth & changes

• Loosely couple the system design

• Scale for Integrated / Distributed development processes from Day 1

• Deploy regression / automation from the start

• Implement Code governance early on

Questions ??

Success Story

21