In your digital journey with BPM system, you leverage some peripheral technological capabilities to deliver customer experience, speed, and infinite business. These new-age technologies, namely Digital Sensing, RPA and Mobility, facilitate your digital endeavor by providing the required thrust. To ensure a smooth landing into a connected ecosystem, it’s important to evaluate the available choices. As on one hand, RPA software promises to fuel operational efficiency, and on the other mobility offers information on-the-fly.
The investments in these social, mobile, and other digital technologies will not help if your underlying business processes are not tied along to support them. For instance, you cannot enhance your customers’ experience by just focusing on a single customer touch point. Improving the overall customer experience entails delivering a unified, seamless experience across multiple channels and touch points. So, in order to get the real advantage, you need a holistic approach, which ties and orchestrates all the customer-facing and back-end processes.
The Real Advantage
To get the maximum value from these promising digital technologies, you need to leverage them along with BPM system. Let’s see how these technologies fulfill their true potential with business process management system in tandem.
BPM and Digital Sensing- Delighting Customers
True customer experience gets even more difficult to achieve as the window of opportunity is narrow in terms of time. An opportunity is a person, unknown or known to your organization, expressing interest in your product/ service over social media. There are many such opportunities to tap customers that are out there, but you may not hear them with all the social media noise.
In order to leverage such moments- your social media monitoring needs to be fast enough to tap it, systems need to be equipped to quickly process it in the right context, processes need to be robust as well as flexible to deal with and orchestrate it in an automated manner, and your people need to be empowered to service it in case of exceptions. You can tap digital sensing with BPM solution through a combination of technologies, which are data sensing, analytics, context discovery, business rules, and unified communications management.
Here’s how a Digital Sensing platform works:
RPA Platform and BPM Platform- Delivering the Last Mile of Process Automation
Most large organizations are still supported by an enormous amount of routine, mundane human tasks in daily operations, particularly in high volume transactional processes. These manual processes eat into the productive time of case workers, which otherwise could have been leveraged for more constructive tasks, thereby affecting business speed and efficiency.
Robotic process automation (RPA) automates these repetitive tasks to free up the bandwidth of knowledge workers and improves the overall business performance. So, in essence, robotic process automation software ensures the last mile automation of human tasks in process automation. With BPM software as the backbone, you can accomplish broader process goals. And, transform end-to-end processes by enabling continuous process improvement and automation of mundane tasks.
While you can still use robotic automation software for improving employee productivity with business applications and legacy systems, the real advantage lies in leveraging the combination of robotic process automation software with processes orchestrated through BPM software.
The below illustration explains how a dispute management process built on a BPM platform is resolved leveraging RPA software:
BPM and Mobility- Making way for Omni- channel Experience
Digital customers expect anytime, anywhere services. Customers should be able to initiate requests through any channel. And, then the process should be able to resume on another channel once started on one channel.
Building social and mobile interfaces for your customers alone will not help. Adding more interfaces implies more process silos. To deliver an omni-channel and cross-channel customer experience, you need a process strategy. Think of processes with tasks that can be handed off to users or systems with interfaces loosely coupled, allowing for flexibility in the mode of execution. This is possible with business process management (BPM) system’s orchestration engine that drives the process while integrating with all the front-end channels in a loosely coupled manner.
Case in Point- Streamlining Customer On-boarding with Mobility
Customer acquisition is the most engaging and critical stage of sales lifecycle. Smooth on-boarding can go a long way in creating sustainable loyalties and numerous cross/up selling opportunities for your organization. Execution agility and robust process framework at this stage can help you gain significant brand value and market competitiveness.
Advanced mobile imaging technology offers a reliable and flexible solution that empowers your field agents to initiate customer on-boarding ‘on the fly’. With smart mobile apps, agents are well equipped to conduct customer need analysis, educate potential customers, and influence their decision making, while delivering an unmatched customer experience. It allows first time right capture of important customer documents and seamless information transfer to the back-end systems for real-time processing.
Thus, mobility along with BPM enables you to offer services at customers’ doorsteps. Field agents equipped with smart phones/tablets or any other mobile devices can go to remote locations and drive business, allowing you to expand into new service areas and extend existing service areas across the socio-economic spectrum.
To Conclude
The transition to a digital enterprise requires you to go for a BPM solution based digital transformation. It provides a unified platform for all processes across products and services. And, enables you to leverage robotic process automation platform, mobile and social capabilities. To be truly connected and digital, it’s important to connect all the dots in your processes and tie them with these digital technologies.
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