The use of BPM has been (and is still) on of the major trends in corporate to augment customer satisfaction, reduce costs and enhance productivity. Meanwhile in Africa, this methodology is yet to be embraced fully, it has to be promoted, and implemented the proper way to gain all the benefits from the company side as well as the customer side. Businesses in Africa have to be much more customer centric in their processes approach, the impact to the customer has to measurable and measured. This will be a competitive advantage for any organisation that uses this methodology now. Be a first mover and gain more customers while satisfying them better.
How will BPM impact your company?
- Standard processes across countries and across departments: Different affiliates are using the same process with not change in the process definition, only the data is changing. This means you can easily deploy someone from an affiliate to another without having to train him/her a lot. This can be also a basis to put in place a central shared services centre to further reduce the costs and help you deploy more sales people than operational ones.
- Improved turn around time for a case execution: Executing a customer request in 2 hours no matter his location while it used to be done in a day or more. With this kind of benefit, you can also use less FTE on operations while doing more. With one of the implemented process, we even went from two days transactions (or more) to a fully automated STP which requires for more than 80% of the cases transactions posted on a real-time basis and the rest which requires people input to a 15 minutes max task, while reducing the paper work to zero (cost reduction).
- Interconnected systems in a real-time basis: One of the process is “talking” to 7 different systems to get and push all required transactions to those different systems. When a staff have to go individually to each of those systems and gather or push the details, he is now getting the same on the same screen. Imagine the gain.
The impact on your customers?
- Standard processes: This will have a visible impact for the customer, by getting the same service, in the same quality and in a timely manner in every branch, every affiliate he is going, he will surely know that this company is on top of its services and understand the needs of the customer and has designed something to serve him the same way where ever he goes. This surely develops more loyalty (and again if done properly).
- Improved turn around time: Improving TAT translates to getting the result of the service faster than what the customer was used to. With the first example, the customer is now used to get the services with same quality across the branches, and affiliates for the same service; but now the company is pushing it to the next level by giving the service faster first by reducing the time to deliver it and cheaper by reducing its production cost of the service. Which means the customer is gaining twice and is willing to even do more business again with that company and will be an evangelist of that one.
- Interconnected systems: Now after being bluffed by the company, the customer comes again to visit his preferred supplier, bank, hospital and to change some details of his record in the company (or by phone or through a published website), while he is getting those changes done, he receives an email or an sms telling him that the details he wanted to change where done instantly and updated in the different systems of the company while it was taking something like three days to a week before for everything to be done (if it was done at all).