Can BPM improve customer experience and grow your business?


Companies are continuously looking for new technology to help increase both efficiency and revenue.

Business process management (BPM) software suites enable organisations to optimise, digitalise and make rapid changes to processes, which empowers business leaders to reduce cost, differentiate, innovate and find new ways to make money.

This can all be achieved while also providing improved customer service. That is why it’s no wonder the BPM market is projected to reach $10 billion by 2020.

Putting BPM to work

Many times organisations’ outdated technology hinders their ability to make improvements that will allow them to change manual or archaic methods of completing daily tasks.

For instance, Harris CapRock, premier provider of satellite telecommunications and bandwidth services, has to design customer circuits based on the information contained in a ticket and manage the inventory used to deliver that circuit.

In order to facilitate these tasks, Harris CapRock had a legacy ticketing system in place but it was cumbersome and inflexible to use and configure due to it being a static and not process-based.

>See also: IBM to acquire BPM vendor Lombardi

It was difficult and time consuming for Harris CapRock’s staff to update the system, change data and processes.

Additionally, due to internal technology continuing to change and the system unable to keep up, it became apparent that the system reached a point where the only way to make changes was a complete rewrite of the code.

However, this was both cost and resource prohibitive.

It was time for a change and the organisation needed a solution that would drastically improve processes that were critical and supported its staff in providing timely and accurate delivery of services to its end customers.

Harris CapRock turned to a BPM suite to take over manual processes and manage all service requests through its customer circuit.

The suite was rolled out to 125 internal users, consisting of project managers and operational staff, who manage the nine developed workflow processes that handle approximately 300 inquires per month.

As a result of BPM’s low-code infrastructure, Harris CapRock’s internal users, including inexperienced users, could easily manage, change and create tasks without the need to write or know any code at all.

Implementing the BPM suite had tremendous benefits for the organisation and its customer’s experience.

Harris CapRock staff had a clear understanding of their assigned tasks resulting in streamlined execution, and tickets were less apt to getting lost in the queue.

>See also: Half of CEOs expect their industries to be transformed by digital

They gained the ability to modify processes on-the-fly, improved customer service due to processes taking less time, improved inventory management and increased data visibility because all processes and workflows are stored, managed and changed in one infrastructure.

Additionally, the system allowed for greater collaboration on processes, faster process development and easier overall system maintenance.

Determining if BPM will work for you

Business executives can also optimise and digitalise their processes to set their organisation up to grow and achieve more business success.

The first step is to determine what processes can be optimised and if the current technology infrastructure in place can handle change.

If not, business leaders should seek a BPM solution that allows for integration and a solution that their staff can easily latch onto to better serve the end customers.

Having a system that staff can easily adopt allows for a better user experience and more collaboration between staff members and departments.

>See also: Why BPM is the essential link between the IoT and CRM in the digital age

CEOs may also want to look into a low-code BPM infrastructure.

It is beneficial because staff can more readily use the software without needing an extensive technology background or know how to do complicating coding.

With the correct BPM platform in place, organisations are empowered by having a tool that will allow them to continuously differentiate their businesses, improve customer experience and achieve long term growth and success.


Sourced by Gal Horvitz, CEO of PNMsoft

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Nick Ismail

Nick Ismail is a former editor for Information Age (from 2018 to 2022) before moving on to become Global Head of Brand Journalism at HCLTech. He has a particular interest in smart technologies, AI and...

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