SmartBPM Suite

SmartBPM® Suite offers robust, flexible case management

Case routing and escalation provide flexible control of work through skill- and role-based routing. Automated assignment eliminates cherry-picking. The platform supports case-, customer-, and product-driven routing and actions, with automatic urgency changes, notifications, and re-assignment based on goals and deadlines. Integrated business rules automate work and enable advanced prioritization, routing, and decisioning. If needed, the system can share cases on the internet using built-in portal support (secure one-time access outside the enterprise to perform work), and the optional Pegasystems Internet Application Composer. The result is faster development time, lower cost of ownership, and better control over operations.

The Pegasystems work portal provides a secure browser-based client for case handling. Users have views and permissions specific to their roles.

• View work queues and perform work
• Display cases by urgency, subject, status, and other fields
• Automatically generate correspondence from templates for multiple channels

Managers can monitor, control, and report on work performed with standard tools and reports.

• View and open individual work items from reports
• Extensive standard reports, along with an ad-hoc reporting wizard
• Every system and user action logged in an audit trail

Process owners and designers use Pegasystems’ development portal to build flows, forms, decisions, and policies controlling case management, and use specialized versions of flows and rules for specific circumstances (product, customer, operator, geography, timeframe).

• Works with Microsoft Visio and Internet Explorer for complete process design
• Manage inter-related work – sub-flow, spinoff, and split workflows
• Multiple types of decision rules for work assignment and automated processing

Benefits include:

• Improved productivity through real work automation, not just pushing work around
• Faster development and work – work and process changes are tracked and implemented consistently
• Cases are handled according to policy for compliance with controlled overrides when necessary