On this year’s CamundaCon, a big user conference in Berlin, many topics and projects around BPM & Workflow were presented. One of the keynotes this year was presented by LionGate, which together with its development partner WDW Consulting presented a major project in the field of automated customer interaction for a big player in the telecommunications industry.

The former BPMCon, “the most beautiful BPM conference”, is now called CamundaCon, but the topics are still exciting. The Berlin Radialsystem V, a Gründerzeit industrial monument directly on the river Spree, once again formed a stylish and fitting setting when Camunda invited for the first time under its new name to the annual user conference on 20 and 21 September.

With Camunda BPM, the workflow management system made available as open source, the Berlin host has written a piece of new Gründerzeit. More than 500 participants followed the invitation to Friedrichshain on the Spree to exchange best practice lectures on topics such as workflow automation, BPM and BPMN (Business Process Model and Notation), microservices and robot-supported process automation (RPA).

Lighthouse project with insight and vision

The lighthouse project, which Munich-based LionGate AG presented together with WDW Consulting Group from Aachen and a internationally leading telecommunications and mobile communications company, stood out particularly in terms of its dimension and special approach.

In the presented major project, the telecommunications giant wanted to set up a new, forward-looking platform for a market segment used millions of times, which controls and automates sales and customer care processes across all channels, but also stores and analyzes all customer interactions in order to enable targeted personal interaction with customers.

The company thus gains a 360° view of the customer and can make accurate predictions about how the respective user will behave in the near future and which individual offers he might need. This is also referred to as Next-Best-Action- or Next-Best-Offer-Marketing.

LionGate and WDW Consulting managed to introduce the new platform in only five months and then to optimize and migrate the existing processes step-by-step and smoothly. The basis of the collective success is the high technical, methodological and technological competence of LionGate AG and its partner WDW.

The solution runs in the cloud on Amazon Web Services (AWS) and uses different services like Camunda as process engine. The procedure for implementation – but also for operation – is fully agile (keyword BizDevOps with the specialist departments and humans in the focus of application development). “All this creates the necessary flexibility to be able to react quickly in this volatile market environment and, at the same time, to place the needs of the customer at the centre of our actions,” says Armin Oppitz, executive board member and co-founder of LionGate AG.

Interested readers will find additional material on the lecture at this link.