BPM Transforms the Customer Service Experience
Over the last year we have seen more focus on customer service transformations and more focus on leveraging BPM to manage and enhance the overall customer experience.
With such increased attention, we thought this was a great topic for our newsletter to help share our experiences and best practices with other organizations focused on reinventing their customer service experience.
Your first question may be…Why the increased attention? We think it comes down to the innovation of new technologies and how those impact revenue. An efficient customer service organization can make the difference between a repeat customer and one who takes their business elsewhere. In addition, when an organization needs to establish a differentiator, the customer experience can help a company stand out from the pack and make a quantifiable impact on the bottom line.
What makes a “customer service” organization? Customer service organizations focus on increasing the consistency of service by personalizing the customer experience. As you can probably imagine, customer experience transformations don’t happen overnight. The customer services experience can take years to develop and roll out across departments and across customer contact points. With the introduction of social media and new technologies, organizations are experiencing major changes in customer behavior and expectations.
In fact, analysts suggest that as organizations seek new ways to compete that more and more departments are taking an interest in engaging and retaining customers across multiple channels. The IT group will support all of these efforts as usual, but other departments are getting pulled into the mix as customer service efforts expand across business units and across business processes.
More and more, we are seeing BPM as the fundamental solution used by customer service organizations. Without the correct processes in place, even the best customer service organization cannot provide a consistent experience to its customers. Renowned customer service organizations recognize that the organization must work together to increase customer satisfaction and that a well-defined BPM strategy brings transparency and accountability to any customer service effort.
Leading organizations leverage BPM to define, manage and monitor the customer service experience that typically involves end-to-end multi-organizational process. An effective BPM strategy must encompass the full customer service process lifecycle and will incorporate employee tasks, communications channels and other systems to produce efficient, structured customer focused processes.
Avio specializes BPM for Customer Service Applications as well as many other BPM related services! For more information about Avio’s services please contact us at info@avioconsulting.com or call 972-608-4777
Upcoming Events
Join Avio and Oracle at this exclusive event. Learn how to Enabling Enterprise Transformation with a Process-centric Approach.
April 21, 2011
Time: 8:00 a.m. – 12:00 p.m.
Chicago, IL
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About Avio Consulting
Founded in 2007, Avio Consulting is an innovative technology professional services firm focused on enabling enterprise agility and business process transformation through the adoption of emerging technologies such as Business Process Management (BPM) and Service Oriented Architecture (SOA). Avio Consulting bridges the gap between business and IT by using proven methodologies combined with industry expertise and best practices to solve complex business processes. Avio Consulting helps companies evaluate and select BPM and SOA software, manage the implementation of the software, and facilitate all related organizational changes to assure that each of its clients realize the full business benefits of their implementation. Avio Consulting is headquartered in Dallas, Texas. For more information please visit www.avioconsulting.com.
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