Following the Customer Success Path

Following certain steps when evaluating and introducing BPM helps to make it a success. Make sure you look at the right best practices at the right time, this best practice guides you through this journey.
Following the Customer Success Path is also related to
  • Project Management
Following the Customer Success Path

Understanding the Customer Success Path

When introducing Camunda as a new BPM platform inside the company the following process has shown to work best:

1 Evaluation: Take the philosophy of the evaluated products into greater consideration than working solely with feature matrices. Practical experience can be invaluable. You might be interested in our Whitepaper: "Camunda compared to alternatives".
2 Process Selection: It is very important to select a suitable pilot process. Use a relevant process where you can show benefits of BPM including a Return on Invest (ROI) calculation. But avoid too big or too "political" processes to minimize the risk of failure due to avoidable reasons. Note that you can use this process in the proof of concept (PoC) or select a different process for the first PoC, depending on the goals you have.
3 Proof of Concept (PoC): Model the process to a high standard. It should be clear, understandable and precise as it will have a high visibility. Include necessary technical proofs like calling real services in your environment. Include Human Tasks if your process is not straight-through. We suggest you use the Camunda Tasklist in a first step to save effort to develop your own tasklist, unless of course if a takslist it is important for your overall proof. Include "eye candies" like reporting to make non-technical stakeholders happy. Concentrate on the important aspects to do the proof and prepare to throw away the code afterwards to start fresh for the pilot, as it is very valid for early POCs to be "hacky" in order to keep focus on the end goals.
4 Development: Model the process with the same standard described for a PoC - It should be clear, understandable and precise. Again, the reason for this is that it will be the most visible part of the project. Develop the process application in an iterative manner to learn fast. Do proper testing to achieve a high quality.
5 Operations: Prepare for real operations, which includes setting up the real hardware as well as securing and monitoring the platform.
6 Pilot Review and Pilot Improvements: Review the project after it has finished and gone live. Take some time to clean up, as the project normally serves as a "lighthouse" and "copy and paste"-template for next projects, so it is worth the effort. Better plan time for this phase than try to make things to good during early development, as you will have learned a lot once the pilot runs on the live system for a while.
7 Next Processes: Try to avoid doing too many projects in parallel in the beginning, to allow that new learnings influence your future work. If you have parallel pilots organize knowledge sharing between the teams. Ideally let the team of the first pilot directly implement a next process.
8 Custom BPM Platform: In bigger organizations you typically try to set up your custom BPM platform, meaning a common infrastructure for all upcoming Camunda projects. Try to do as little of this as possible during the first pilot and start building the platform afterwards, taking all learnings into account. But do in parallel what is necessary for the pilot project itself or for other stakeholders to feel comfortable (e.g. Enterprise Architecture).
9 Process Architecture: BPM initiatives often start by drafting a process landscape and capture all relevant processes of the company. Try to avoid this, do as little as possible during your first pilot project. Maybe do a quick process survey to capture relevant processes (by name) to identify a good candidate for the pilot. Especially do not model all processes in your company in depth before you experienced an "end-to-end" project including automation on Camunda yourself. Then you will have gained a deeper understanding of methodology and value around BPMN, CMMN and DMN.

Knowing the Most Relevant Best Practices

The following table lists Best Practices we consider most important when following the Customer Success Path.

Best Practices for Stakeholders

Project Management

Business
Analysis

(Enterprise) Architecture

Development

Operations

Process Selection

Estimating Effort

Doing a Proper POC

Proof of Concept and Pilot

Doing a Proper POC

Creating Readable Process Models

Deciding About Your Stack

Invoking Services from the Process

Naming BPMN Elements

Using a Greenfield Stack

Routing Events to Processes

Deciding About Your Tasklist

Handling Data in Processes

Using the Camunda Tasklist

Development

Testing Process Definitions

Operations

Securing Camunda

Sizing Your Environment

Operating Camunda

No guarantee - The statements made in this publication are recommendations based on the practical experience of the authors. They are not part of Camunda’s official product documentation. Camunda cannot accept any responsibility for the accuracy or timeliness of the statements made. If examples of source code are shown, a total absence of errors in the provided source code cannot be guaranteed. Liability for any damage resulting from the application of the recommendations presented here, is excluded.

Copyright © Camunda Services GmbH - All rights reserved. The disclosure of the information presented here is only permitted with written consent of Camunda Services GmbH.