As a digital business leader, your priorities are to develop a strategy and drive innovation, enhance customer experience, gain competitive advantage, achieve operational efficiency, and ensure compliance. Here’s a case in point (Figure below), which showcases how a Digital Platform powered by Business Process Management (BPM) software, Enterprise Content Management (ECM) Software and Customer Communication Management(CCM) software helps you do all of this and much more.
Develop Strategy and Drive Innovation with ECM, BPM, and CCM
Manage Change Effectively
To adapt to changes quickly, you need A digital platform bundled with powerful business rules and content management software technologies allows for rapid customization and deployment
Stimulate Strategic Innovation
One of the biggest challenges that organizations face is the inability to track strategy-to-outcome. With a digital platform deployed over cloud, users can easily collaborate and maintain oversight, eliminating disjointed operational performance
Tie-in Strategy and Outcomes
Strategic corporate processes are collaborative, content-centric, and long-running. The BPM capability required to manage such processes is different from traditional operational With the platform-as-a-service model, you can drive outcome-oriented corporate processes
Enhance Customer Experience
Streamline Customer Onboarding
Delivering delightful customer experience requires you to look into the customer journey, which starts with onboarding With straight-through process automation, you can streamline operations and enable faster onboarding. The digital platform leverages BPM’s orchestration capabilities along with Robotic Process Automation (RPA), content management software, mobility, social, and integrated communication to make straight through process automation possible
Streamline Customer Service
Most customer service processes are disconnected from customers and their And, the reason is broken and siloed processes. Further, the inaccessibility to the required customer context and the rigidity of underlying processes add to the challenge. The digital platform ties analytics and content management software to help your workforce access the required information and content, regardless of the source of record and formats
Deliver Omnichannel Experience
Omni- channel and cross-channel experience entails allowing customers to initiate requests through any And, then they should be able to resume process on another channel, once started on one channel. This is possible with digital platform’s orchestration engine that drives the process while integrating with all front-end channels in a loosely coupled manner
Gain Competitive Advantage
Unify across Departments
Your customers don’t transact or interact with your They interact with your organization. Delivering unified and connected customer experience requires you to bridge process, data and technology silos, which is possible through a digital platform
Differentiate Services
To differentiate yourself over competitors, you need to be The digital platform not only offers configurability for responding to external changes but also flexibility for being agile and responsive. Thus, enabling faster time to market
Achieve Operational Efficiency
Automate End-to-End Processes
In the case of manual processes, it’s difficult to monitor and track the status of work. Digital platform backed by BPM along with RPA ensures end-to-end process automation, reducing turnaround time and offering complete visibility into processes
Digitize Processes
By adding interfaces such as mobile and social, you end up creating more The idea is to digitize processes so that they combine with these digital technologies in a well-orchestrated manner. Leveraging a digital platform, you can easily digitize processes with social, mobility, RPA and analytics
Deliver Intelligent Operations
The rigidity of underlying processes is one of the biggest bottlenecks in delivery of customer experience and employee efficiency. There is a bit of unstructuredness in every structured process. You need to harness case management capabilities of a digital platform to bring flexibility into the processes and allow workers to manage exceptions as they come
Integrate Customer Operations
To be able to act fast and in context, connecting your front-end customer-facing channels and back-end operations is A digital platform that helps you integrate workflows and ensure seamless flow of information, facilitating contextual interactions
Ensure Compliance
Accomplish 100% Compliance
Evolving regulations and stricter mandates pose the risk of non-compliance. With standardized processes, detailed audit logs and real-time monitoring, you can remain compliant. Further, the rules management system allows you to easily define, control, change and deploy business policies that govern critical business operations
