• Case management supporting re-landscaping

    by Leon Smiers published inSOA Magazine III

    Companies delivering seLeon2rvices to customers are all faced with the same high-level challenges.

    • How can we improve our services towards the customers;
    • How can we challenge the cost aspects;
    • How to deal with the new regulations imposed by the regulator;

    These challenges impact the way the end-to-end delivery of the services to the customers is executed. There are a lot of informal end-to-end processes in organizations supporting the customer service services. These end-to-end processes are usually supported by scattered applications, email, spreadsheets and a lot of goodwill of the personnel involved. When compliance, regulations and/or customer demands are imposed on an organization, these end-to-end processes do not have the ability to comply with new demands due to lack of support from the current application landscape. 

    In the financial, public and utilities market organizations are re-landscaping their existing application portfolio due to these higher compliance, regulations and customer demands. This re-landscaping is usually not an overnight exercise and can span multiple years. Case management can help to cross the bridge from the current landscape towards a landscape aimed at delivering these higher demands.

    Let’s explain this with the process of complaints. This functionality is needed in any market where customer contact is present, and where due to increasing compliance and customer demands the bar needs to be raised to deliver better quality, such as delivering an answer within a given timeframe. The process starts when a customer, who is not satisfied, sends a complaint to the company.

  • Léon Smiers

    Léon Smiers


    Léon Smiers works as a Solution Architect for Capgemini The Netherlands in the area of Oracle Technology and Architecture, where he is one of the leading Oracle specialists. He has done a lot of work and research in the field of Integration and new technologies, like RFID, SOA, EDA and BPM, on which he wrote articles and presented on international conferences. Currently Léon is setting up Solution Architectures for large Oracle based projects and is Oracle BPM Thought leader for Capgemini. Based upon his close cooperation with Oracle development and product management Léon was awarded with the Oracle ACE title in 2010.

    Léon is co-inventor of the Common Reference Architecture mode or CORA model, which helps in getting control over the IT landscape in a Hybrid environment and delivers a predictable, repeatable and risk-awaresolution design (


    Prior to Capgemini Léon worked for Ernst & Young Consulting, USoft, the City of Rotterdam and has over 20 years of experience in IT. Léon obtained his Master of Science in Astronomy at the Leiden University.

    Contact:   blogicon Blog  linkedin LinkedIntwitter Twitter


  • Oracle Case Management Solutions

    ACMBookLeonRelease: 10.2015
    Authors: Léon Smiers, Manas Deb, Joop Koster, Prasen Palvankar

    Organizations increasingly need to deal with unstructured processes that traditional business process management (BPM) suites are not designed to deal with. High-risk, yet high-value, loan origination or credit approvals, police investigations, and healthcare patient treatment are just a few examples of areas where a level of uncertainty makes outcome and execution of work flow non-deterministic.

    Case management is a way to govern and control these unstructured processes and non-deterministic outcomes. Oracle recently completed its BPM technology stack with broad case management functionality and is now able to deliver case management capabilities in a variety of flavors that combine packaged applications and middleware technology.

     please visit the CRC bookstore here.



  • Process Cloud, a game changer in process implementations

    pcs3by Léon Smiers and Jeroen van Essen published inSOA Magazine V

    Oracle is accelerating the delivery of all of its Software as a Service (SaaS) solutions and Platform as a Service (PaaS) solutions to gain market share in the cloud space. The Oracle Process Cloud Services (PCS), a Paas Solution, is one of the new services that is delivered now in controlled availability to a selected set of customers, and will be general available in the near future. With this service we are entering a new era for development and management of processes with Oracle technology. The cloud based delivery and management model of the processes is aimed at simplification and improvement of time-to-market. 

    PCS builds on top of the already existing Oracle BPM technology. The delivery of functionality towards the cloud will be gradually extended in the coming releases. We see this product as a potential game-changer in the market, because of the simplicity and possible mash-up scenarios with other Oracle PaaS offerings and on-premise applications.

    In this article we will have a quick glance at what the Process Cloud offers, look at typical use cases and see the look-and-feel of development.

Receive our SOA Magazine

Events Calendar