Should I employ more resources to prevent SLA breaches?

What if I reduce the number of resources deployed, will it result in lower costs? Will it hamper the performance?

How do I reduce the wait time for different activities?

Are existing legacy systems becoming a bottleneck for my workers?

You are not the only one juggling with these questions. For a business leader, like you, these questions remain on top of mind. But, with nearly hundreds of processes running in the organization, experimenting with conditions (number of resources deployed, replacing system and others) is not an option. So, how do you combat such situations?

Case in Point- Customer Onboarding Process

Let’s get some answers by taking the customer onboarding process as an example.

Your first interaction with customers is while onboarding them, which makes the process critical for leaving a lasting impression. For a seamless onboarding experience, you need to acknowledge customer request on time, service the request, onboard the customer and dispatch welcome kits. So, in the quest to deliver a better experience, you wish to try different options-

  • Increase the number of employees assigned for a task to reduce turnaround time or
  • Opt for a different channel for dispatching welcome letters

The real challenge is that you would not know which of these options will work unless you put them to test. And, experimenting with real-world business conditions raises the stakes.

To find the best alternative, you need to deep dive into processes and analyze the impact of each change. Let’s see how this works.

Faster Onboarding Made Possible

The onboarding process gets initiated when you receive a request from a customer. To ensure a smooth onboarding, you analyze the past years’ performance of your onboarding process. You generate reports to consider the load trends, resource utilization, ad-hoc routing patterns, and bottlenecks. Considering all these parameters, you decide on the course of action. Further, to validate the action, you use what-if analysis to predict the impact of any change on your process, resulting in an optimal path.

Process Insights in Action

Well, that was easy. So, what worked? In the above instance, easy access to the required information ensured a happier customer.

Customer onboarding is just one such instance where you cannot take chances with results. In business, you need to be sure of outcomes for every process. You need to analyze past data and prepare for different case scenarios. You need to dig hidden insights and reduce risks. And, all of this is possible with Process Insights.

Newgen iBPS Process Insights is an analytics and simulation tool, which helps you drive improvement in your business results. How does it help?

  • You can analyze past business performance and identify bottlenecks
  • You can define alternate business scenarios and study the impact of each business condition with what-if analysis
  • You can analyze future trends and choose the best course of action

In reality, you deal with many situations where you need to deep dive into a sea of data and make the right decision. Using Process Insights, you can analyze each situation, discover the right course of action and deliver better performance.