|
|
National Gypsum Automates Important Customer Processes with Ultimus Adaptive Discovery™
|
Leading BPM Solution Minimizes Process Modeling Time to Enable Faster, More Accurate Automation of Key Business Processes
|
Cary, N.C. — November 28, 2005 — Ultimus, the leading provider of Business Process Management (BPM) and Workflow Automation software and services that enable the shortest time to value, today announced that National Gypsum is using Ultimus’ Adaptive Discovery™ to automate business processes without the use of complete process maps. The company selected Ultimus based on its ability to automate complex business processes as well as its capability to handle process exceptions.
National Gypsum Company is a fully integrated manufacturer and supplier of building and construction products worldwide. The company’s primary emphasis is on Gold Bond® BRAND gypsum wallboard, ProForm® BRAND joint treatment products and PermaBase® BRAND cement board, in addition to plaster, ceiling and abuse resistant systems.
The company’s vision is to be recognized as the industry leader for extraordinary service and products that consistently meet its customers' toughest standards. The company’s patent pending, award winning NGC4ME™ Customer Service extranet web site, leading edge customer service center and other past initiatives demonstrate a long standing and successful commitment to reach that goal. With that in mind, National Gypsum integrated business process management in order to streamline processes and better serve its customers.
National Gypsum selected Ultimus’ Adaptive Discovery in order to automate critical business processes quickly and accurately. One of the processes areas deemed critical was customer service. Within the customer service area, there are many rules on how messages and notifications to customers are processed. These rules vary based on the customer, the products involved, the message originator, the total dollar amount and type of transaction as well as several other factors. Using Adaptive Discovery, National Gypsum was able to define the workflow / approval process for only the majority of notifications first – then to handle the exceptions as they arose via dynamically changing compound/complex business rules while the process is actually in live production.
Adaptive Discovery is the first and only technology that allows automated processes to be deployed without requiring complete process maps and definitions. Instead, process experts define the flow, rules, and recipients of work on the fly, when needed. The process “learns” from these decisions and follows them automatically for future matching cases, without involving the process experts. In this way, processes are defined and enhanced the same way they evolve in business—in response to real world decisions and requirements. Equally important, once the flows and rules are captured, they can easily be changed by the process experts, either to optimize the process or to adapt to new business conditions.
Eight separate processes are being developed as part of an overall Customer Service Management plan where the Ultimus BPM Suite and Adaptive Discovery are integrated tightly with an existing custom developed mainframe ERP application, a new ASP .NET web server application and new SQL databases. This new platform will replace a combination of paper forms, emailed spreadsheets, voice mail and other “manual workflow” items. The end result will be the tracking, history and visibility of information that was not previously captured via the old partially automated, unintegrated system.
“Keeping our customers happy is vital to our business, and we have to manage customer relationships in very competitive situations,” said Mike Brannon, Senior Manager of e-Commerce Technology, National Gypsum Company. “By automating our customer service processes with these flexible tools, we will ensure that we have the flexibility to respond to any situation, not just those we’ve predefined – and we will also have a higher degree of control / management and visibility. With Ultimus and Adaptive Discovery, we can define and manage this process without losing the critical flexibility and quick competitive responsiveness our customers have come to expect.”
“Adaptive Discovery shortens the process discovery effort, and accelerates deployment and adaptation of processes,” said Rashid Khan, CEO and co-founder, Ultimus, Inc. “Every business is rife with exceptions that make process discovery time-consuming. National Gypsum is able to automate business processes faster because Ultimus enables them to discover and handle exceptions and rules on the fly.”
About Ultimus
A pioneer in Business Process Management and workflow automation, Ultimus is a global software company that enables enterprises worldwide to increase their profits by modeling, automating, managing, and optimizing every business process. Headquartered in Cary, North Carolina, the company has business operations throughout North America, Europe, Asia, South America, and the Middle East. Through these offices and a network of more than 100 partners in 61 countries, more than 1,500 customers, including Grupo Uno Financiero, Cable & Wireless Panama, Rexam, Carnival and McKesson Corporation have deployed the Ultimus BPM Suite to address their business process management challenges.More information about Ultimus can be obtained by visiting the Ultimus Web site at http://www.ultimus.com, emailing info@ultimus.com, or by calling 919-678-0900.
|
|