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Marcel Gerardts
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Marcel Gerardts is independent Solution Architect for CRM implementations. During his 10 years of experience in Siebel applications he developed extensive experience in CRM architecture, performance- and capacity management, application integration and process management in many lines of business (public sector, publishing, telecom, insurance, finance, etc.). He is currently working as Solution Architect at the INDiGO project of IND.
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"Rule Based Case Management: The Next Step in SOA with SIEBEL"
Government employees apply formal legislation to their customer's when granting them particular rights like e.g. a permit. Their business processes are typical based on Case Management , with complex rules and regulations to ensure accurate decision making. Government organizations explore the use of rule engines to optimize the quality and efficiency of their services. However, these engines have to be able to communicatie with traditional CRM applications. This case study shows how some major steps in rule based case management have been made, using SOA, SIEBEL and a rule engine. Although the core of SIEBEL itself is not service-oriented, it appeared very suitable to develop a generic, flexible knowledge interface. The presentation highlights the challenges engaged while doing so from three perspectives: technology, modeling and the development process. Next, it highlights the main implications of the lessons learned for a SOA approach.
October 22, 2009 - 10:15
Room: Leeuwen 2
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To locate the date and time for when these sessions are scheduled, visit the Conference Agenda page.
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