Gartner BPM guru, Jim Sinur, shared his insights about BPM trends at a recent industry roundtable. While legacy deployments were focused on reducing paper, the focus has shifted towards streamlining organisational processes to the benefit of staff productivity and ultimately improved efficiency to customer service.
Gys Hyman, managing director of local process, content and integration specialist, Ovations, agrees with Sinur`s views.
"In addition to the compliance drivers impacting upon the industry, we have seen a definite shift in terms of the drivers that spur BPM implementations, with customer service improvement topping the priority list of many organisations` corporate agendas. This is particularly true in the financial services sector, where customer service is often the differentiator that provides the competitive advantage and influences purchasing decisions."
According to Sinur, more and more organisations are using process efficiencies as a basis to establish a competitive advantage. "Optimised business processes enable organisations to move away from operating in silos, towards establishing a process enterprise that enables organisations to have a single view of the customer, formulating the basis for customer engagement," adds Hyman.
The move towards customer service improvement is furthermore supported by customer relationship management (CRM) vendors` moves to integrate BPM with their products, as they regard BPM as essential to managing customer relationships. "BPM is becoming a key enabler in improving customer service, and organisations are increasingly seeing the value of moving beyond merely automating processes towards an organisation that is based on integrated processes at every level - a true process enterprise," concludes Hyman.
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