Written by Branham Group
As part of its ongoing efforts to better gauge and improve the overall customer experience, IBM commissioned Branham Group Inc. to conduct an objective third party assessment into the experiences of several organizations that recently selected IBM’s Business Process Management (BPM) and WebSphere Connectivity & Integration solutions over similar offerings from Oracle. The organizations that participated in this study are all deep enough into their respective implementation and pilot deployments where important assumptions, made during the vendor selection process, have had significant opportunity to be tested against the hard reality of actual experience.
Further, the purpose of this paper is to objectively describe what was learned about, 1) the reasons these organizations chose IBM, 2) their overall real-world experiences to-date at this stage in their development and deployment cycle, and 3) the correlation between their expectations and their actual experiences based on their selection criteria.
Between May and June of 2012 Branham reviewed documentation about, and interviewed executives from, the following organizations:
Each of these organizations has shared their 'lessons learned' for the benefit of other peer organizations and executives facing similar important IT decisions. The report provides a detailed discussion of the nature and benefits of well executed contemporary BPM systems, an overview of the BPM middleware solutions and connectivity & integration capabilities available from IBM and Oracle, as well as company-specific findings from the individual case studies followed by an integrated discussion of benefits and TCO insights in the context of these real-world examples.
IBM BPM Customer Experience (1191 KB)