Why is Business Process Management (BPM) Good for Customer Service Operations?

In a world where ‘Customer’ is considered ‘King’ and customer experience is perceived as the most important aspect of achieving business success, no one can ignore the importance of powerful customer service. Despite this, most organizations even after advancing their operations find it challenging to meet customer demands on time and fail to provide optimum level of customer service.

BPM helps customer service organizations to make process improvements based on the business needs. It allows digitalization to transform the face of customer service operations and provides businesses a competitive edge.

However, there are many reasons behind the popularity and large-scale adoption of BPM in customer service; we are going to highlight the top five reasons for you in this aspect.

Customer service processes are a complex mix of people, tools, and bulky procedures. In any customer service operation, an organization needs to deal with vital processes like community management, invoice creation, query resolution, feedback documentation & management, ticket system management, subsequent follow-ups, etc. These processes need greater attention to detail and require excellent focus to deliver greater customer value. But a cluttered work environment impacts the efficiency while executing these customer service operations. Business Process Management software helps the customer service division manage these operations efficiently by streamlining the processes using excellent workflow and logic. BPM solutions allow enterprises to analyze existing systems and then empower them to model, implement, monitor and even improve the functioning of key business processes to meet desired KPIs. Customer service operations do not just achieve higher efficiency due to this but elevate productivity by impressive margins.

There are several business processes in customer service operations that are purely rule-based. You do not need complex cognitive skills to perform several functions. Still, organizations need to utilize the bandwidth of skilled manpower to perform menial jobs due to the lack of any advanced system in place. It does not just shift employees’ focus from performing core customer service functionalities with greater efficiency but also consumes their time and even leads to several inconsistencies and inaccuracies. Business Process Management software powered with automation technologies (like RPA) helps you solve these concerns easily. Data entry and customer service call allocation are the famous examples where you can bring automation to elevate the performance inside the working ecosystem. Best business process management practices always involve a part of automation in the BPM strategy to make the best from process improvement endeavors.

Since the evolution and widespread adoption of digital technologies, the nature of customer service has changed dramatically. Now, everything is managed digitally, including data. But managing huge piles of customer data is a critical job that must be handled with care, precision, and efficiency. Business process management solutions give organizations the power to have better visibility, reliability, security, and scalability to add greater value for customers and improve the bottom line. Best business process management practices involve precise mapping, analyzing, organizing, and managing different vital data related processes like data backup, storage, retrieval, migration, etc. Using business process management software, streamlining these tasks makes customer service operations more efficient and faster.

Business process management solution empowers organizations to automate and streamline various business functionalities in customer service communication and back-end work. Better organization of work due to automation or process improvement reduces a significant burden on employees. It helps organizations get the overall job done with reduced employee strength and resources. It helps save a significant amount of operational costs required to run customer service operations. For example, advanced IVR or AI-based chat systems can help save the cost of adding more resources. Moreover, better categorization and distribution of customer tickets to concerned teams can further reduce management costs.

It is an open secret now that ‘Personalization’ helps boost revenue. This is why more and more companies across the world are putting great emphasis in using ‘Personalized’ communication techniques to attract/engage/retain customers. According to a study conducted by Forrester, more than 80% of businesses are showing their trust in ‘Personalization’ and investing heavily in it. The Customer Service industry is one such business domain where there is a dire need to adopt ‘Personalization’ at a larger scale.

You can enable ‘Personalized’ customer service operations by enabling process management best practices powered by a solid business process management strategy. You can design process flow in such a way that just with a minimal touch up, the team can send engaging messages to customers.

Data also plays a crucial role in ‘Personalized’ messaging. With its effective organization using business process management software, you can segment, distribute, and update data in a very effective way as well and make ‘Personalized’ communications endeavor a success.

Are you facing challenges in running your customer service operations effectively? Our advanced business process management solutions can help you meet your desired business goals easily. VSynergize has expertise in crafting leading-edge business process management solutions to help organizations excel in their business game. That too in a cost-effective manner. Contact us at info@vsynergize.com to begin your journey towards elevated success.