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OpenSpan
User Process Improvement
Automation
TABLE OF CONTENTS
WELCOME TO USER PROCESS IMPROVEMENT
DISCOVER/MEASURE/IMPROVE WITH OPENSPAN
OPENSPAN ENTERPRISE COMPONENTS
WHAT OPENSPAN AUTOMATION CAN DO
HOW OPENSPAN AUTOMATION WORKS
HOW OPENSPAN CAN WORK FOR YOU
BENEFITS
SUMMARY
ABOUT OPENSPAN INC.
GET MORE INFORMATION
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Available at http://www.openspan.com/resources/
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This is illustrated by the many users who surround their monitors with Post-it Notes that deal with the
infrequently used features of their programs. You probably have seen (or may have on your own monitor)
notes such as Be sure to press F4, then Control-F8 before clicking Save in app W. or If client has new
address, confirm changes during call and after, copy changed info to customer database on server, to
shipping app, and to apps X, Y and Z.
Consequently, the lack of visibility into and control of these user processes means that companies are not
tracking vast numbers of business events per day, which often results in missed opportunities to improve
productivity, enhance customer service, reduce operating costs, ensure compliance and generate additional
sales.
Use OpenSpan to make your users more efficient quickly and easily optimize and automate
applications and features so they work the way you and your staff want, instead of you having to work
the way the applications require.
The next section covers how OpenSpan automation tools enable you to Improve your business processes,
easily and very quickly.
OpenSpan Studio provides a set of sophisticated, yet easy-to-use tools to create new User Process
Improvement solutions, known as automations in OpenSpan terminology.
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OpenSpan Enterprise
The OpenSpan Enterprise (Runtime) is the runtime agent that deploys an automation solution on a given
users desktop. The footprint is minimal (< 2 MB) and requires only an active users interaction with the
applications via keyboard or mouse. OpenSpan Enterprise is a licensed product that contains all OpenSpan
Events functionality.
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Additionally, user process improvement is not a one-time task. Continuous improvement suggests
constant discovery of new processes to improve. Every complex process improved and automated with
OpenSpan will further reduce the time and expense necessary to educate and train users.
INCREASE UP-SELL OPPORTUNITIES. Identifying up-sell and cross-sell opportunities is clearly beneficial
to the bottom line. However, doing so often requires that agents or sales representatives receive the
right information at the right time. It also requires that they know the best way to present that
information to the customer.
Based on criteria defined by the business, such as customer type or specific product being sold, let
OpenSpan present relevant up-sell or cross-sell opportunities to the call center agent - including
scripts - at the appropriate time during the call. OpenSpan can also log and distribute call or customer
feedback to multiple applications or to managers.
MANAGE AND ENFORCE BUSINESS PROCESSES. Having all users follow defined business processes all
of the time can be nearly impossible to achieve. It is especially challenging when doing so means
having to learn the subtleties of multiple disparate applications and the associated workflows. This can
become still more challenging as new products or new processes are introduced.
OpenSpan lets you build in logic to ensure that users fully complete one part of the process, such as
entering a valid email address or reading a particular script, before moving on to the next steps. This
provides true User Process Management by extending your BPM strategy to include all user activities.
AUTOMATE MULTIPLE LOGINS. Users often waste a lot of time every day logging into different
applications, often multiple times during the day. This process can extend customer calls and lengthen
average hold times for call center agents. Use OpenSpan to build automations that either log in an
agent to one or more applications at the beginning of each shift, or as new logins become necessary,
based on the business processes. With OpenSpan, passwords are stored in a highly secure encrypted
container.
Composite Applications
Many OpenSpan customers choose to build new composite applications or dashboards that allow one
unified view to replace the need for employees to work in multiple applications. This can deliver a
tremendous ROI to the business in terms of improved productivity, improved performance, and reduced
training costs. Composite applications also provide a way to limit access of certain applications or
functionality based on user type. For example:
CONSOLIDATE APPLICATIONS INFORMATION. With OpenSpan, why not create a simple composite
application to streamline business processes? Remember, OpenSpan lets you integrate information
from virtually any application accessible from a desktop - mainframe/green screen, custom-built,
desktop, Java or Windows-based, new Web applications, or Web services.
Remaining with the call center example, OpenSpan lets you streamline the processes followed by call
center agents by allowing them to interact with relevant customer information in a single dashboard
view. Transparent to the user, the dashboard can draw information from CRM, shipping, billing, and
other applications. Remember, this single dashboard not only can streamline agent productivity, but
can also reduce training times dramatically for new agents.
LIMIT APPLICATION ACCESS BASED ON ROLES. Commonly, current users of an application are not the same
audience for which it was created. For example, many financial applications were written for
accountants and other finance employees, not call center or collections agents.
It may be appropriate for agents to have access to some, but not all, functionality or data within an
application. With OpenSpan, you can create a composite application that allows individuals read
and/or write access to only specific objects within an application. This provides enhanced security and
regulatory compliance. It can also dramatically simplify the training necessary and reduce the number
of applications with which an agent must interface.
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ability to add new functionality or business logic to an existing legacy application. This is especially
important for enterprises that have significant investments in legacy applications which are considered
closed (no available API), where an enterprise has little understanding of the underlying logic of the
application, or where it lacks the necessary skills with the underlying programming language.
ADD COMPLIANCE TO AN EXISTING APPLICATION. New regulatory issues such as Sarbanes-Oxley
compliance create new challenges for enterprises and may require changes to existing applications and
business processes. This presents extremely difficult challenges for enterprises that have a significant
investment in legacy applications that cannot be easily modified or extended.
With OpenSpan, add necessary new logic to existing applications, resolving this issue without affecting
any existing business logic.
For example, you could add customer interaction logs to existing applications for compliance auditing
purposes. Similarly, depending upon the callers state of residency, you might deploy automations that
provide call center representatives explicit messages they must discuss with a customer or prospect, in
order to comply with state-specific regulations.
ADD VALIDATION TO AN EXISTING APPLICATION. Use OpenSpan automations to validate data prior to
submitting into an application. For example, you could create an OpenSpan automation for a billing
application that prevents a credit or wire transfer exceeding a defined amount for a given customer or
customer group. Or, an automation could ensure that the data entered in a given field matches the
desired data structure, such as validating state and postal code accuracy, or credit limits.
LEVERAGE WEB SERVICES TO EXTEND APPLICATION FUNCTIONALITY. Web services can deliver powerful new
functionality, but integration into an existing application can be complex and extremely timerd
consuming, especially in applications over which you have no control (cloud, SAAS, 3 party).
OpenSpan enables developers to add Web services functionality to legacy applications in the same
manner as any application object.
For example, a retail vendor could build an automation that accesses existing Web services from UPS,
FedEx, and the US Postal Service to determine the least expensive shipping option for a particular
customer shipment and presents that data to a call center agent in real-time.
LEVERAGE DATA FROM THIRD-PARTY WEB APPLICATIONS. OpenSpan automations allow you to obtain data
Benefits
You have seen how OpenSpan delivers value in many different scenarios. One key uniqueness of OpenSpan
is how easily it allows integration and automation of objects from any application.
Specific benefits of OpenSpan include:
Helping you monitor exactly what users do in virtually any application, analyzing inefficiencies and
compliance risks, and automating manual processes that save time and money
Providing an iterative approach for more rapidly realizing ROI benefits of application automation
projects
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Simplifying and expediting the application automation process, thus reducing the risk for new
automation projects
Reducing operational costs by streamlining existing business processes
Extending existing applications to comply with new business requirements (e.g. regulatory compliance)
Allowing and restricting access to certain application functionality, based on particular roles
Extending legacy applications to participate in next-generation portals, mashups, and rich Internet
applications
Improving effectiveness of up-selling and cross-selling campaigns by providing timely and accurate
access to customer, competitor, and promotional data
Providing a single unified view to streamline processes
Dramatically reducing average handling times
Improving customer satisfaction by resolving issues more quickly
Reducing training costs significantly for new and existing employees
Simplifying compliance with Federal and State regulations and laws
Summary
With OpenSpan, comprehensive process improvement means that your applications can now better
support your business and perform in the way you need, beyond even how the original designers intended.
OpenSpan lets you to tear down the walls between applications to build integrations and automations that
solve todays challenges. OpenSpan also prepares you to support the challenges of tomorrow by providing
the link between Service-Oriented Architectures and the applications, data, and user activity taking place on
the desktop.
Additional resources are also available on the OpenSpan Website at www.openspan.com and
www.openspan.com/community.
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OPENSPAN UK
ALPHA HOUSE
100 BOROUGH HIGH STREET
LONDON SE1 1LB
UNITED KINGDOM
+44.0.203.005.7592
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