Businesses leaders, like you, are ready to takeoff in their digital transformation journey. And, new-age technologies facilitate your digital endeavor by providing the required thrust. With various technology options to choose from, which one should you bank upon?
To ensure a smooth landing into a digital ecosystem, it’s important to evaluate the available choices. As on one hand, there’s RPA with a promise to fuel operational efficiency, and on the other Mobility offers information on-the-fly. However, the investments in these social, mobile, and other digital technologies alone will not help if your underlying systems and processes are not robust enough to support them.
BPM- Power to Processes
To support and scale a digital business, your underlying processes play a key role. For instance, you cannot enhance your organization’s customer experience by just focusing on a single customer touch point. Improving the overall customer experience entails delivering a unified, seamless experience across all multiple channels and touch points. This requires a holistic approach, which ties all the customer-facing and back-end processes.
Business Process Management (BPM) has addressed businesses’ need by orchestrating the revenue enhancing customer processes, efficiency driven back-office operations and complex case management. Leveraging BPM’s process management capabilities, including integration, case management and others along with the new-age technologies, namely digital sensing, robotic process automation (RPA) and mobility can help you become truly digital.
The Real Advantage
To maximize value from the promising Digital technologies, you need to leverage them along with BPM. Here’s how these technologies fulfill their true potential with BPM in tandem:
BPM and Digital Sensing- Delighting Customers
True customer experience gets even more difficult to achieve as the window of opportunity is narrow, in terms of time. There are many opportunities to tap customers that are available across various channels, but you may not hear them with all the social media noise.
In order to leverage such moments- your social media monitoring needs to be fast enough to tap it, systems need to be equipped to quickly process it in the right context, processes need to be robust as well as flexible to deal with and orchestrate it in an automated manner, and your people need to be empowered to service it in case of exceptions. You can tap digital sensing with BPM through a combination of technologies, which are data sensing, analytics, context discovery, business rules, and unified communications management.
BPM and RPA- Delivering the last mile of Process Automation
Most large organizations are still supported by an enormous amount of routine, mundane human tasks in daily operations, particularly in high volume transactional processes. These manual processes eat into the productive time of case workers, which otherwise could have been leveraged for more constructive tasks, thereby affecting business speed and efficiency.
Robotic Process Automation (RPA)automates these repetitive tasks to free up the bandwidth of knowledge workers and improves the overall business performance. So, in essence, RPA ensures the last mile automation of human tasks in Process Automation. With BPM as the backbone, you can accomplish broader process goals. And, transform end-to-end processes by enabling continuous process improvement and automation of mundane tasks.
While you can still use RPA for improving employee productivity with business applications and legacy systems, the real advantage lies in leveraging the combination of RPA with processes orchestrated through BPM.
BPM and Mobility- Making way for Omni-channel Experience
Digital customers expect anytime, anywhere services. Customers should be able to initiate requests through any channel. And, then the process should be able to resume on another channel once started on one channel.
Building social and mobile interfaces for your customers alone will not help. Adding more interfaces implies more process silos. To deliver an omni-channel and cross-channel customer experience, you need a process strategy. Think of processes with tasks that can be handed off to users or systems with interfaces loosely coupled, allowing for flexibility in the mode of execution. This is possible with BPM’s orchestration engine that drives the process while integrating with all the front-end channels in a loosely coupled manner.
The transition to a digital enterprise requires you to go for a BPM based digital transformation. It provides a unified platform for all processes across products and services. And, enables you to leverage the RPA, Mobile and Social capabilities. To be truly connected and digital, it’s important to connect all the dots in your processes and tie them with these digital technologies.