--- title: Leonardo wins 2019 Red Hat Hackathon - Customer Experience with OpenSource description: Leonardo has won 2019 Red Hat Hackathon 'ReBoot Customer Experience with Open Source'.   Leonardo awarded first place from a field of 320 participants. image: https://blog.leonardo.com.au/hubfs/Screen%20Shot%202019-12-13%20at%2010.55.00%20am.png --- [![LeonardoUST_CMYK-1](https://blog.leonardo.com.au/hubfs/LeonardoUST_CMYK-1.svg "LeonardoUST_CMYK-1")](https://www.leonardo.com.au/) [![Talk to Us](https://no-cache.hubspot.com/cta/default/430417/7eb77b0e-c703-49d8-930c-a6d73a5e986f.png)](https://cta-redirect.hubspot.com/cta/redirect/430417/7eb77b0e-c703-49d8-930c-a6d73a5e986f) ![cross-icon](https://blog.leonardo.com.au/hubfs/cross-icon.svg?t=1536031936288 "cross-icon") ![business-design](https://blog.leonardo.com.au/hubfs/business-design.svg "business-design") ###### [Business Design](https://www.leonardo.com.au/business-design-consulting-advisory) ![process-automation](https://blog.leonardo.com.au/hubfs/process-automation.svg "process-automation") ###### [Process Automation](https://www.leonardo.com.au/process-automation) ![data-integration](https://blog.leonardo.com.au/hubfs/data-integration.svg "data-integration") ###### [Integration & API](https://www.leonardo.com.au/integration) ![platform-engineering](https://blog.leonardo.com.au/hubfs/platform-engineering.svg "platform-engineering") ###### [Platform Engineering](https://www.leonardo.com.au/platform-engineering) ![Event_bg](https://cdn2.hubspot.net/hub/3842749/hubfs/Backgrounds%20/Event_bg.jpg?width=2000&name=Event_bg.jpg "Event_bg") # The Leonardo Blog ## [Leonardo wins 2019 Red Hat Hackathon - Customer Experience with OpenSource](https://blog.leonardo.com.au/leonardo-wins-2019-red-hat-hackathon) Written by [Daniel Weatherhead](https://blog.leonardo.com.au/author/daniel-weatherhead) On December 13, 2019 [** ](https://www.linkedin.com/in/weatherhead) - [Automation (2)](https://blog.leonardo.com.au/topic/automation) - [bpm (3)](https://blog.leonardo.com.au/topic/bpm) - [BPM - Business Process Management (111)](https://blog.leonardo.com.au/topic/bpm-business-process-management) - [BPM/EA Technology (25)](https://blog.leonardo.com.au/topic/bpmea-technology) - [Business Innovation (5)](https://blog.leonardo.com.au/topic/business-innovation) - [CXM (1)](https://blog.leonardo.com.au/topic/cxm) - [EA - Enterprise Architecture (7)](https://blog.leonardo.com.au/topic/ea-enterprise-architecture) - [Intergration (12)](https://blog.leonardo.com.au/topic/intergration) - [**](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.leonardo.com.au%2Fleonardo-wins-2019-red-hat-hackathon) - [**](https://www.twitter.com/share?url=https%3A%2F%2Fblog.leonardo.com.au%2Fleonardo-wins-2019-red-hat-hackathon) - [**](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.leonardo.com.au/leonardo-wins-2019-red-hat-hackathon) [All Posts](https://blog.leonardo.com.au) # Leonardo wins 2019 Red Hat Hackathon - Customer Experience with OpenSource - [Tweet](https://twitter.com/share)   We're thrilled to share with you that[ Leonardo has won 2019 Red Hat Hackathon](https://devpost.com/software/ace-airline-customer-experience) 'ReBoot Customer Experience with Open Source'. Early on Friday morning ( 5am AEDT 13th December 2019),  Leonardo awarded first place from a field that included 320 participants from across the globe.  The [Hackathon's brief ](https://redhat.devpost.com/submissions)was to reinvent customer experience using Open Source. > Providing an outstanding customer experience that customers actually love is especially challenging in more traditional industries like banking, insurance, telecommunication, public sector/government, healthcare, manufacturing, or transportation. These markets offer great opportunities for change and disruption as has been shown by many examples such as Uber disrupting transportation, Twilio disrupting telcos and Stripe or Transferwise disrupting banking.  > > We want you to be the next disrupter who creates a customer experience that users actually love.  ## An Open Source solution - ACE  Airline Customer Experience Our project is an application using a [Red Hat Process Automation Manager ](https://www.redhat.com/en/technologies/jboss-middleware/process-automation-manager)process-as-microservice developed for "ACE Airlines", our fictional client (see video above for the demo). It communicates personalised, event-driven (gate change, delay, etc.) messages to passengers in the language of their choice, using their preferred communications type (SMS, push notification, email).Leonardo used a combination of business rules determine how we personalise the messages, which range from informational (such as a delay, or a gate change, etc.) to marketing offers (upsell/discounted items). This approach can help the airline for increase revenue generation (e.g. discounted offer to upgrade to business class) while doing so in a way that makes the customer feel as if he or she is valued by the airline (such as a free upgrade to business for a platinum frequent flyer). We think that an airline that is able to rapidly and flexibly make customer experience improvements in days, not months (to either innovate or match a competitor’s improvement) gains an important competitive advantage over rivals. Red Hat Process Automation Manager on [OpenShift](https://blog.leonardo.com.au/10-common-problems-in-container-adoption-and-how-to-fix-it) is the [Open Source technology](https://blog.leonardo.com.au/why-open-source-thrives-on-cooperative-competition) to enable that opportunity. ## Our inspiration to improve customer experience As a [consulting team](https://www.leonardo.com.au/about) - we do a lot of flying and have had a fair share of bad customer experiences. One of the worst things an airline can do is leave a passenger in the dark, or be seen as uncaring during those frustrating moments, ( flight delay, or, cancellation). Airlines *are* improving with customer experience. Customers might receive an SMS, or a push notification informing us of a gate change if we have installed their mobile app on our smartphones. However, this functionality is typically built inside the airline’s monolithic core business application which makes it hard for such enterprises to be proactive with these customer-centric offers. ## An agile approach that supports continuous improvement We believe a combination of Agile methods, DevOps, and microservices means that traditional waterfall approaches can be replaced with nimbler, quicker deployments to drive better customer experiences. Moving this functionality out of the monolith and into [Red Hat Process Automation Manager](https://www.redhat.com/en/technologies/jboss-middleware/process-automation-manager), and using DRL([Drools Rule Language](https://en.wikipedia.org/wiki/Drools)*) * and/or DMN ([Decision Modeling and Notation](https://en.wikipedia.org/wiki/Decision_Model_and_Notation)) to personalise interactions with passengers would allow changes or additions to be made in days, instead of months. Our solution supports ongoing continuous improvement to customer experience rather than a one-off improvement. **Leonardo has contributed the source code on GitHub.  For detail, refer to - [https://github.com/ldcloud?q=rhh-ace](https://github.com/ldcloud?q=rhh-ace)** Leonardo was thrilled to make the shortlist from entrants right across the world. Our team enjoyed the challenge, the learning experience and the technologies we innovated with. The project allowed us to ponder ‘what if? beyond the commercial realities of typical project work The camaraderie of pulling together a skilled team, and producing something globally  innovative to achieve a solution that ultimately has been judged as the winning entry is something we cherish dearly. We're mightily humbled by this prize - especially alongside such great entries from this vibrant open source community. [![Using Processes as Microservices to Drive Better Customer Experiences](https://no-cache.hubspot.com/cta/default/430417/8ec897c7-14ad-4e6e-aa1b-8cb60b69cc9d.png)](https://cta-redirect.hubspot.com/cta/redirect/430417/8ec897c7-14ad-4e6e-aa1b-8cb60b69cc9d) ![Daniel Weatherhead](https://blog.leonardo.com.au/hubfs/Daniel_0822_LI2.jpg) ###### Daniel Weatherhead A seasoned digital leader with over 20 years of experience, aligning marketing, client, tech and brand strategies. Expert in helping business simplifying enterprise automation, integratio and AI to deliver data-driven improvement. - Recent - Popular - Categories ### Lists by Topic - [BPM - Business Process Management (111)](https://blog.leonardo.com.au/topic/bpm-business-process-management) - [BPM/EA Technology (25)](https://blog.leonardo.com.au/topic/bpmea-technology) - [The Process Session (23)](https://blog.leonardo.com.au/topic/the-process-session) - [Process Modelling (18)](https://blog.leonardo.com.au/topic/process-modelling) - [News (14)](https://blog.leonardo.com.au/topic/news) - [Intergration (12)](https://blog.leonardo.com.au/topic/intergration) - [EA - Enterprise Architecture (7)](https://blog.leonardo.com.au/topic/ea-enterprise-architecture) - [Platform (6)](https://blog.leonardo.com.au/topic/platform) - [Business Innovation (5)](https://blog.leonardo.com.au/topic/business-innovation) - [Red Hat (4)](https://blog.leonardo.com.au/topic/red-hat) - [bpm (3)](https://blog.leonardo.com.au/topic/bpm) - [Automation (2)](https://blog.leonardo.com.au/topic/automation) - [Process Automation (2)](https://blog.leonardo.com.au/topic/process-automation) - [Process Mining (2)](https://blog.leonardo.com.au/topic/process-mining) - [Regulatory Optimisation (2)](https://blog.leonardo.com.au/topic/regulatory-optimisation) - [Video (2)](https://blog.leonardo.com.au/topic/video) - [process (2)](https://blog.leonardo.com.au/topic/process) - [redhat (2)](https://blog.leonardo.com.au/topic/redhat) - [CXM (1)](https://blog.leonardo.com.au/topic/cxm) - [RPA (1)](https://blog.leonardo.com.au/topic/rpa) [see all](https://blog.leonardo.com.au/leonardo-wins-2019-red-hat-hackathon#) ## Subscribe and Get The Latest News ## Related Posts ## [UST Acquires Leading Australian Process Transformation Company Leonardo](https://blog.leonardo.com.au/ust-acquires-leonardo) UST Acquires Leading Australian Process Transformation Company Leonardo - Strategic acquisition further strengthens UST’s position in the dynamic ANZ market Melbourne, Australia, 21 February 2024:UST, a leading digital transformation solutions company, has announced the strategic acquisition of Leonardo, a leading provider of business process improvement, automation, and integration services in the ANZ region. The acquisition by UST will empower Leonardo to expand its market reach and enhance its service offerings for clients, combining Leonardo's in-depth process expertise with UST's technology leadership, digital transformation capabilities, and global credentials, and strengthening UST's position in the Australian market. - [Daniel Weatherhead](https://blog.leonardo.com.au/author/daniel-weatherhead) - 5 min read - Feb 21, 2024 9:00:00 AM ## [How to Present Business Process Models to Stakeholders](https://blog.leonardo.com.au/presenting-business-process-models-to-stakeholders) Has an audience member ever interrupted in the middle of a presentation about process analysis to ask, “Can you show us the process models in a simple PowerPoint slide?” – or, ”I don’t want to look at the green and purple boxes, just show me the flow!” Perhaps you then felt that you had wasted some of your efforts in modelling the process with too much detail or in the wrong way. Embarrassed and demoralised, you must have wondered how else could these models be presented. Well, you are not alone! This is a common dilemma when there is a need to present process models to a variety of audiences. There is both art and science in presenting the right level of process detail to the right group of stakeholders, especially if they are not familiar with the process modelling language. Effective presentation is even more critical in larger and complex end-to-end process improvement work and in new automated business model implementations. You may need to use multiple model types to describe the same business processes to various audiences. Hence, it is very important to understand who the stakeholders are and what they would like to see before your audience with them. This article proposes an approach to the effective presentation of business process models based on three key elements: understand, organise, and communicate. - [Daniel Weatherhead](https://blog.leonardo.com.au/author/daniel-weatherhead) - 7 min read - Oct 10, 2023 10:00:00 AM ## [What Are The Most Important Questions In Business Process Management?](https://blog.leonardo.com.au/what-are-the-most-important-questions-in-business-process-management) She who dies with the most answers wins. We seek the truth. We want to know the answers. Paul Harmon started me thinking recently when he invited members of the BPTrends Discussion group on LinkedIn to “describe the purpose of Business Process Management in 160 characters, including spaces and punctuation.” Not easy to do – have a go at it yourself. It felt like I was crafting The Ultimate BPM Answer, which, of course, begged The Ultimate BPM Question. That got me thinking that The Ultimate BPM Problem is that we have plenty of answers and not enough questions. So put all the answers aside for a moment and help me to work out what are the most important questions in Business Process Management? - [Roger Tregear](https://blog.leonardo.com.au/author/roger-tregear) - 6 min read - Jul 30, 2023 10:30:00 AM ### Subscribe to Email Updates [![LeonardoUST_CMYK](https://blog.leonardo.com.au/hs-fs/hubfs/LeonardoUST_CMYK.png?width=791&name=LeonardoUST_CMYK.png "LeonardoUST_CMYK")](https://www.leonardo.com.au) Leonardo drives continuous process improvement through technology and has worked with many leading enterprises in APAC to enhance the performance of their business processes through architecture and automation as well as integrating their applications, platforms and data to enable disruptive technologies. **What We Do** **Resources** ##### Company 2022 ©Incotrade Australia Pty Ltd trading as Leonardo Consulting  |  All rights reserved   |   ACN 066 273 256. |  [Privacy Statement](https://www.leonardo.com.au/privacy)  [**](http://www.facebook.com/leonardoconsultingAU) [**](https://www.linkedin.com/company/leonardo-consulting/) [**](http://www.twitter.com/leonardoBPM) [**](http://www.youtube.com/leonardoconsulting) ```json { "@context" : "https://schema.org", "@type" : "VideoObject", "contentUrl" : "https://430417.fs1.hubspotusercontent-na1.net/hubfs/430417/movies/video/Ace-Airlines-Demo-1080p.mp4", "dateModified" : "2022-02-16T00:32:35.555Z", "duration" : "PT3M23S", "height" : 1080, "name" : "Ace-Airlines-Demo-1080p", "thumbnailUrl" : "https://api.hubspot.com/filemanager/api/v3/files/thumbnail-redirect//27263660077?portalId=430417&size=medium&t=1584576159527", "uploadDate" : "2020-03-19T00:02:39.527Z", "width" : 1920 } ```