Customer Processes

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, some form of goods or services. This is usually handled through existing systems and usually works pretty well. We’re talking about the less formal way customers deal with the company – customer service issues, inquiries, complaints, new business. These are often handled in an ad-hoc, best-efforts manner. The inquiry comes in, someone receives it, decides how it is to be handled, and passes it to the person or department deemed responsible, and forgets it, or notarizes it. The responsible part receives it and does what is required…

The response is created and passed back to the originator, in some way. Sound familiar?

With BPM, the request is received, preferably through web-based means, but it could be by letter, fax or phone, and entered. The request is routed to the responsible department or people responsible, and the ‘work’ is available to them. If they don’t respond in the timeframe designated, their boss is informed, and the issue is escalated – management deals with the issue – insufficient staffing, workload, etc., are dealt with appropriately. The response is transmitted back to the originating party in whatever form they requested.

We're here to discuss how you can benefit from BPM in your organization – contact us!