Business process management (BPM) automation, which is also called workflow automation, had helped clients over the years and given considerable support. However, in today’s era, organisations are looking ahead from BPM to more intelligent BPM with robotic process automation (RPA) to make greater impact with their services to customers and become increasingly relevant for them.
Employees who have worked on BPM projects know how this technology can impact their business processes and, ultimately benefit the end user and bring about a digital transformation.
In today’s world, with rising consumer expectations, people want more from the enterprises they deal with and further to that expect many consumer experiences in their business lives, as well.
These changes are altering the business models, leading to create newer markets as they connect supply and demand in varied ways, whereby BPM automation is being called on for delivering greater efficiencies and operational gains.
As the technology evolves, companies can effortlessly add elements like RPA or agile case management, enabling greater agility for the organisation and an improved user experience. However, BPM automation is still a small step toward digital transformation. There are challenges along the way. Our customers can build on this and move it to the next level to ensure the success of the company in the days to come. How can that be done?
Beginning with the human angle
Companies that are looking for big competitive gains can start by mapping their customer experiences, whereby they can put themselves in their customers' shoes when it comes to all their interactions.
And, talking of customer experiences, like smartphones have raised the bar through ease of use, user focus, and speed. Mapping the customer experience benefits by becoming an anchor when it comes to taking decisions on new technologies or processes, and how they can benefit the end user. Along with that, it can effortlessly identify key moments of pain, which, if solved, can easily improve attrition, attract increasing numbers of customers, leading to a rise in revenues.
Erecting a roadmap for change
Companies can apply a design-thinking approach, which can considerably boost not only the customer experience, but the role of automation and other technologies as well. This includes:
Mapping the customer experience as you take firm decisions about which technologies to implement so that it is convenient for you to know what you're trying to fix or improve.
Taking employees feedback when it comes to determining what is the best technology for the organisation, for bringing on the biggest impact for them, such as the tedious manual processes, which could be automated to free up their time in a bid to spend on more effective customer service
Having the right mix of people in the company for bringing in a vision to life – system architects, technology experts and those who can bring an impact on the processes.
Employees who have been a part of the previous automation projects are well placed when it comes to contributing to the necessary conversions. They've learnt how to do things in varied ways to possibly overcome the obstacles and bring on a digital transformation with greater effect.
After all, technology facilitates the evolution of BPM when it comes to dealing with more complex processes, boosting the customer experience and identifying and finally removing customer pain points resulting in increased customer service excellence.