In a typical company, interactions with customers occur in two ways: the standard way, usually through order processing or its equivalent, where somehow the customer asks for and receives goods or services. This is usually handled through existing systems.
Then there is the less formal way customers deal with the company via servicing issues, inquiries, complaints, or new business. These are often handled in an ad-hoc, best-efforts manner. The process for receiving, forwarding and fulfilling these can change each time, depending on the people available or memories of how the issue was dealt with in the past. Inconsistency hurts when dealing with customers—and it leads to costly errors and inefficiencies.
With BPM, a request is received and entered. It is recorded, scheduled, routed to the responsible department or people responsible, and the ‘work’ is available to them, including always up-to-date information gathered from your systems and with the complete request history. Regardless of how many steps are involved in the process, at each step the information, history, and status are available. At any time, from anywhere, management can view and assess the situation.
If the request is not completed in the designated timeframe, the supervisor is informed, and the issue is escalated. Management is then responsible and they deal with the issue; it may be insufficient staffing, heavy workload, etc. The outcome is the critical part—the response is transmitted back to the customer within the time-frame you establish.
Doing It Right, you ensure that your customers are getting the best service possible.
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Read on to see how we can help you with your internal processes like hiring, report preparation and compliance