Organizations are under increasing pressure to manage the costs and risks of servicing customer requests. Whether the request is a loan, claim, or benefit, there is a need for a greater emphasis on automating and tracking inconsistent “incidents” that do not follow a well-defined process. These incidents are the result of new demands from regulators, auditors, and litigants based on external regulations. Moreover, the increased use of collaboration and social media has challenged organizations that rely on static business processes implemented in frozen legacy systems. Dynamic Case Management solves these challenges by providing a means to handle ad hoc and unstructured requests in a reliable way. Visit us at http://www.softwareag.com Become part of our growing community: Facebook: http://www.facebook.com/softwareag Twitter: http://www.twitter.com/softwareag LinkedIn: http://www.linkedin.com/company/software-ag YouTube: http://www.youtube.com/softwareag

1. Thomas Stoesser Director BPM Product Management & Marketing Software AG Dynamic Case Management: Managing Risks and Improving Results

4. What is dynamic case management? Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report A semistructured but also collaborative, dynamic, human, and information-intensive process that is driven by outside events and requires incremental and progressive responses from the business domain handling the case.

6. DCM is needed to tame most untamed processes

7. Three case management categories will emerge Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report Compliance Focused Customer Service Focused

9. Transparency: the next regulatory challenge Source: August 28, 2009, “Transparency Is The Next Step In Compliance . . . Bring On Enterprise Content Management” Forrester report Sustainability could be the next wave

10. Increased regulation and cost drivers top challenges of case management “ What challenges for managing cases best describes your organization?” Base: 155 case management influencers or decision-makers from the US, UK, Australia, and India (multiple responses accepted)

12. iWorkers’ roles are many and varied

13. Customer service is top goal of case management “ Please rank the following challenges in terms of importance in achieving your organization’s case management goals. Rank up to 4.” Base: 155 case management influencers or decision-makers from the US, UK, Australia, and India

14. Customer Service Employees Are Not An Empowered Group September 2010 “Empower Customers And iWorkers With On-Demand Customer Communications”

16. Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report Case management combines ECM, BPMS, and analytics with user experience advances

17. Untamed business processes – also a target

19. Future – Not Bright for Packaged App. Vendors

20. Case Management can make packaged apps. more dynamic and better designed for people

22. Thomas Stoesser Director, Product Marketing Enterprise BPM Software AG's Approach to Case Management

23. BPM & Case Management – A spectrum of capabilities September 6, 2011 | Software AG - Get There Faster | Case Management tends to be more on the side of unstructured processes than structured; and case management is rarely fully automated Typically, BPMS tends to support mostly structured processes that are mostly automated

24. Enterprise Content Integration Application Integration SOA Governance CentraSite wM BPMS, wM Business Rules & wM Business Events wM ESB & wM CSP Consulting Engagement Case Management Architecture Monitoring & Analytics Process Intelligence Case Worker Experience Case Structured Semi- Structured Dynamic

25. webMethods as an infrastructure for Case Management in the long term savings division Eli Negri Chief Information Officer Life Pension & Long Term Savings

30. The Solution wM Optimize (BAM) My webMethods Server Business processes Layer Data Issue Changes Collection Payables R eceivables Claims Redemption Agents. Simulator EIS Life Alis Life MSS Pension Funds DW Archive Clerk/Agent Desktop ( By profile ) wM BPMS Integration layer wM Applinx, wM IS, CentraSite Main business Services

31. BAM BPMS IS Utilities DAL UI LIA CSP OCR WorkBench – The Final Piece in the Puzzle The LifeInfra Workbench leverages WM and CSP, to create a unified solution for the user. Manage – Manage the tasks, Manage the processes, collect information Host – host a variety of systems (Java, .Net , SAP , Cobol etc..) both Web and Winform Execute – Execute all required tasks to complete a case Control - Operational reports with drill-down capabilities Workbench

32. Case Execution - Inbox

33. Case Execution – Displaying Core System Data

34. Case Execution – Displaying Documents

35. Thank You

36. What To Do Next Download Case Management Whitepaper s oftwareag.com/corporate/res/wp/default.asp Learn More softwareag.com/BPM Contact Your Sales Representative

38. Register Now for ProcessWorld 2011! Maritim Hotel Berlin| May 31 – June 1 www.ProcessWorld.com Mark Jeffries Conference Moderator Karl-Heinz Streibich CEO Software AG Dr. Wolfram Jost CTO Software AG Dr. Mathias Kirchmer Executive Director, BPM Accenture

39. Thank you!