Every service organization has a business process to claim for unpaid services. This process is commonly called claim processing. For every unpaid service a new claim is issued to a representative, to contact the customer for payment.

This process is suited for system-oriented BPM, because it's a batch process that goes through every unpaid service, creates a new claim associated with that service, and assigns this claim to a customer representative. This process runs every day and can be represented with an OSWorkflow workflow definition. In this workflow definition, there's no human intervention; the representative sees only the end result—the customers he or she has to contact.

Additionally this customer contact is a business process in itself, but this time it is a human-oriented business process. The customer representative has a list of customers he or she has to contact each day.

The components of this business solution are as follows: