Organizations today are eager to embrace new-age technologies and go digital. Being agile, efficient and contextual in responding to evolving customer needs and market dynamics is no more a differentiator rather the need of the hour. Underlying processes are key for organizations to achieve a customer-centric, digital ecosystem. Investments in the web, mobile, and apps alone will not help unless back-end processes are aligned to deliver an enhanced customer experience across channels.
BPM – Going Beyond Process Excellence
Businesses across different industries have relied on Business Process Management (BPM) to transform key processes, such as Retail Lending, Customer On-boarding, Customer Support and others. BPM in turn kept its promise by streamlining business processes and managing costs through its process management capabilities, including integration, orchestration, monitoring and others.
Now, the focus has shifted from managing costs to enhancing customer experience. This requires businesses to capitalize on digital transformation initiatives that will improve the overall customer experience. To meet the increasing business needs, BPM has evolved over the years to leverage SMAC (Social, Mobile, Analytics, Cloud) technologies. However, digital enterprises today focus on customer outcomes causing BPM to evolve further.
“Historically, the business justifications for business process management (BPM) focused on improving business operations; now, the focus has shifted to improving customer engagement across digital channels. In this new frame, business process leaders will need to directly link BPM to customer-facing systems of engagement”
-Digital Transformation and Customer Experience Frame The New Business Case For BPM by Clay Richardson, Forrester Research, Inc., September 26, 2016
The Big Shift- Digital Process Automation (DPA)
According to the Forrester Wave™: Digital Process Automation Software, Q3 2017 report, in order to facilitate digital transformation, businesses need to leverage Digital Process Automation (DPA). DPA, while it offers traditional BPM capabilities, focusing on cost reduction & compliance and handling complex & long-running processes, it also supports large numbers of rapid, business-driven applications, focusing on customer outcomes.
DPA Represents A Big Shift From BPM
“The DPA space is a significant expansion from traditional BPM, set apart by an emphasis on low-code development, consumer-grade user experiences, and AI-based innovation”
-The Forrester Wave™: Digital Process Automation Software, Q3 2017 by Rob Koplowitz, Forrester Research, Inc., July 5, 2017
Improved customer experience and the need to drive digital transformation initiatives has evolved the BPM market into DPA. As the market evolves, organizations will need to evaluate how DPA accelerates their digital transformation journey and find the right DPA vendor.
To help organizations select a partner to manage business’ critical processes, Forrester in its Wave report has assessed technology vendors against 30-criteria evaluation. And, Newgen’s OmniFlow iBPS Suite is among the DPA platforms that lead the pack. Forrester has named Newgen as a Leader, recognizing it as a full-featured provider of process automation solutions.
“Once a content/document-centric vendor, Newgen has evolved toward a full-featured provider of process automation solutions. With that foundation in place, Newgen has invested in a low-code environment to meet the next generation of process needs. It emphasizes CX: To that end, it offers very strong mobile support and is actively investing in new user interaction models such as voice and chat. Newgen’s offering is strong across the board for both deep, complex processes and, increasingly, for wide deployment of applications.“
-The Forrester Wave™: Digital Process Automation Software, Q3 2017 by Rob Koplowitz et al