Fidelity Information Services was faced with an environment that was extremely error prone, inconsistent, difficult and time consuming to change. This situation was adversely impacting their business resulting in poor customer service, and the possible loss of customers. In addition, their back office workloads were increasing due to error and issue handling that was a direct result of not following the process. FIS chose to build an SOA strategy that consists of components to address data access, workflow, automated decision processing and automated management and control tools. The Oracle BPEL Process Manager is used to orchestrate / coordinate Business Services, Workflows, Business Processes for Auto Debit, Charge Off, Batch Exception Management functions.

Additional highlights include the ability to "hot-plug" Oracle BPEL PM into existing Fidelity deployments that are on BEA, IBM/Jboss and the use of Business Activity Manager (BAM) to provide visibility into critical business performance indicators.