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Tuesday, May 10, 2016
BETTER BPM WITH EVERTEAM
Session Notes
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Host: Esteban Felipe, Senior Account Executive, Everteam
Use the Questions panel to ask questions during the presentation.
We will send out a link to the webinar recording and slides after the webinar.
We encourage you to follow up with your Account Manager after the session today.
Agenda
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1. One Plus One Equals MoreFiras Raouf
2. Our Commitment to BPMAbdullah Daoud
3. BPM Support4. Questions and Conversation
FIRAS RAOUFCEO
Firas Raouf, CEO
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Highly experienced operator and investor in infrastructure software
companies.
Based in Boston
Responsible for Everteam’s global operations with particular focus on our
expansion in the North America
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Everteam connectspeople, process, and contentto automate and streamline
business workflows,which would otherwise be
time-consuming, error-ridden,and non-compliant.
Who We Are
Founded in 1990 as an ECM vendor
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Recognized by analysts as an ECM leader for breadth and depth of our platform, applications and solutions
Acquired Intalio|bpms in 2015 to expand our scope to iBPMS
Offices in Lyon, Paris, Boston, Beirut, Singapore and Bangalore
Large scale deployments on five continents
Serving large enterprises and Government agencies characterized by complex processes
What the Industry Influencers Say About Everteam
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“Everteam’s customers appreciate the easiness of use of the products.” | 2014
“Everteam, in the worldwide top 10 ofECM solutions.” | 2013
“Everteam has one of the most organically developed offering on the same platform.” | 2015
“Strong Performer that offers increasingly credible alternatives to the traditional suite vendors, particularly for clients with a clear
cloud-first,mobile-friendly, or analytics-driven content management agenda.”
| 2015
“The Everteam solution is amongst the bestECM systems reviewed by CXP.” | 2015
Who We ServeLarge to Very Large Enterprises and Agencies across Market Verticals
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MEDIA & TELECOM
GOVERNMENT
ENERGY & UTILITIESFINANCIAL SERVICES
MANUFACTURING TRANSPORTATION
SEARCH & ANALYTICS everteam.analytics
Our Solutions Encompass the Entire Content Lifecycle
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CONTENT
everteam.ECM
RECORDS
everteam.records
CAPTURE STORE
Cloud
On-Premise
WORKFLOW
everteam.case
everteam.iBPMS
Physical
Digital
everteamplatform
Everteam ECM Everteam iBPMS
Industry Solutions Based on a Proven Foundation
everteamapplications
everteamindustrysolutions
GovernmentCorrespondence
Tracking
InsuranceContract
Management
MediaReview &ApprovalWorkflow
Life SciencesRecords
Management
InsuranceClaims
Management
TelecomOrder
Management
everteam.case everteam.records
Security& PKI
Document Management
Analytics Dashboard
ImageServices
Activity Monitoring
Categorization Taxonomy
ProcessEngine
Messaging Services
ScannerControl
SearchIndexing
Business Intelligence
PLATFORM OBJECTS
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ABDULLAHDAOUD
VP Product Management
Abdullah Daoud, VP Product Management
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Highly experienced enterprise software strategist and entrepreneur.
Over 18 years experience delivering ECM and BPM based solutions
Based in Atlanta
Responsible for Everteam’s global product portfolio and strategy
Since the Acquisition: everteam.iBPMS 7.6
Executable user tasks
Custom form improvements
Task context, sharing and history
Since the Acquisition: everteam.iBPMS 7.6
Simplified modeling capabilities
● Drop artifacts on existing shapes
● Single create-complete task
● Back edges
Ad hoc reporting improvements
PDF and Email specialized activities
80+ bug fixes
Looking Forward
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Listening to Customers- The need for data driven process design and execution is increasing- Increased demand for run-time process flexibility - Empower the Analyst to collaborate during the process
discovery phase- Analytics: Unlock the value of the data involved in the process
Evolving our Vision- Improve iBPMS platform’s capabilities to support less
structured processes - Provide wider coverage for all sort of enterprise data sources- Provide full control of the processes’ data life cycles- Enrich the Analyst persona’s experience with the appropriate tools- Access to powerful analytics capabilities- Enable low effort deployment of Dynamic Case Management solutions
Evolving the Vision: everteam.iBPMS 8.0
Q3 2016
Significant evolution from V7.x.
Key feature advancements:● Analyst workbench● Ad-hoc processing ● Task balancing● Task monitoring● Advanced integration
with eversuite content and analytics
Evolving the Vision: everteam.iBPMS 8.1
Q4 2016
● Data-driven processes support
● Everteam.iBPMS BAM improvements
● Advanced integration with eversuite content and analytics
RAVINDER SINGH JASSAL
Support Manager
Ravinder Singh Jassal, Support Manager
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Over 8 years experience In BPM domains
Based in Bangalore
Responsible for Everteam’s support strategy
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Support Process
● At Everteam we are committed to provide best in class support services to our customers and partners.
● Our well defined support process provide efficient way to interact with support team.
● Customers must use our ticketing tool (Deskpro) to raise Service Request/Trouble ticket.
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Ticket Priority● When reporting a problem, customer will indicate its priority according to the
following definitions:
Priority Definition
P1 Urgent problem (critical impact): The customer is down. No useful work can be done.
P2 Serious problem (significant impact): The customer is experiencing a reproducible problem which causes major inconvenience.
P3 Minor problem (some impact): The customer is experiencing an intermittent problem, or a common non-essential operation is failing consistently. The inconvenience can be tolerated until a future release and a workaround is available.
P4 Request for enhancement.
P5 Question about the product.
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Ticket Escalation
Customers are encouraged to escalate tickets to their account managers in the following situations:
● Responses are not received in a timely manner.● Tight deadlines to be met.● If services needed exceed your subscription level privileges.
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Better Support Process
To make support even more better:● We recently moved our documentation site to WordPress to enhance user
experience.● We are planning to change our ticketing tool and will move to JIRA Service
desk.● Building up knowledge base from resolved ticket(s) for self support.
QUESTIONSand
NEXT STEPS
How to Reach Us
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Firas [email protected]
Abdullah [email protected]
Esteban [email protected]
Michael [email protected]
THANK YOU
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