Major advantages of a new Comarch BPM System
There are several benefits to the introduction of a new IT system supporting BPM. The primary one is of course the reduction of time necessary to complete complex tasks through optimizing the task route by assigning available personnel with the best skills for the particular task. Examples of such time reduction are numerous.
A major financial services company cut down the steps necessary to service a customer by 50% and reduced the staff required to perform such services by 30% while at the same time reducing the processing time 5 times and increasing customer satisfaction by over 30%. Such a success was of course achieved by combining several factors – of which the introduction of BPM was the driving force. An automated process flowing through the entire enterprise enables users to focus on their specific area of expertise without worrying about the complete process – thus increasing productivity of the staff. Additional benefits can be realized through the monitoring and control of these processes.
Most of the available systems on the market have built in automatic alerting and escalation mechanisms ensuring the attention of group managers is raised if the execution of certain tasks within the process is not meeting the SLA conditions – e.g. when a VIP customer waits for a claim solution for more than 72 hrs. The reporting capabilities of the IT system represent a very significant opportunity. Based on the information from the system, managers can verify process optimization and if necessary redesign it. Such functionality also comes in handy whenever there’s a need to observe a certain trend in the company – e.g. a rapidly increasing number of claims from a certain customer or a variation from the standard reaction of CSR’s and customers due to a changing environment (prices, quality etc.). Without monitoring and reporting capabilities, such observations would be very difficult and often appear too late for an appropriate reaction.