The presentation provides some key pointers for managing BPM for an organisation's customer facing processes

1. Leveraging BPM to Enhance Customer-
Facing Processes
Presented By:
Sachin Bhatia
CoFounder and VP Sales - Drishti

2. 2May 9, 2013
What is BPM ? - Deciphering the buzzword
Does any of these sound familiar?
• Lots of paper and manual processes
• Inconsistent execution, including unmet commitments
• Many layers of review and approval
• High error rates and significant rework
• Low self-service success rates
• “Tribal knowledge” rather than documentation, manuals and tools to enable process steps
• Low first contact resolution leading to high transfer or handoff rates
• Customer Complaints
• Contact Center agent complaints and turnover

3. 3May 9, 2013
BPM Helps!
•Program current processes, automate the execution, monitor current performance and make on-the-fly changes for process
improvement.
•Immaculate handling of exceptions
•A must go for processes that extend beyond the boundaries of an enterprise and communicate with processes of the
partners, customers, suppliers and vendors.
•Offers agility to stay competitive
•Greatly reduces the time elapsed for each business process
•Reduces the number of steps for each process by around 50%.
•Helps improve inter-departmental coordination across various geographic locations of a company
Business process scenario for Medical Insurance - An Example

4. 4
Business process scenario for Medical Insurance
- An Example

5. 5
The contact center view:-

6. 6May 9, 2013
What is communication enabled business Proce
Customer Delight through BPM
Communications-enabled business processes (CEBP) is the integration of communications
capabilities into software-enabled business procedures, applications and technologies.
The main purpose of a communication-enabled business process (CEBP) is to optimize business
processes by reducing the existing human latency within a process flow.
CEBP enables inter-application as well as application-human interactions to automate various
components of business processes
The result is optimized processes and continuous, low-latency, real-time communications among
the customers, suppliers and employees.
CEBP can be applied horizontally across different industries and different lines of business.
Creates measurable business value and ROI.
Example: Mortgage approval process, conferences, alerts, escalations, contacting relevant
experts, etc. A breakthrough app could be mobile biometrics.

7. 7May 9, 2013
A Framework to think - Measure Analyze Improve
• How many Calls?
• How many walki-ins?
• How many leads?
• How many complaints?
• Why so much time?
• Why so many people?
• Why repeat complaints?
• Knowledge base
• Training
• Self Service
• SLAs

8. 8
Customer
Service
Sales
Demand
Generation
Accounts
SUGARCRM
From the Horse’s mouth – Internal Case study at Drishti
• Ticketing
• Escalation
• Account Management
• Opportunities
• Leads
• Accounts
• Leads
• Calls
• Opportunities
• Pricing
• Approvals
• Collections
Function Process

9. 9
Key points to consider :-
• Involve the entire project team to get a broad picture of where your current
processes might be broken.
• Don’t be constrained by your current process definition. To really optimize,
you have to think out of the box.
• Ensure IT is part of the discussion to assess opportunities to get more out of
your existing technology and to assist in identifying and defining requirements
for new technology.
• Don’t forget the agent desktop. Optimizing desktop call handling can
enhance agent efficiency and reduce training requirements.
DO NOT TRY TO SOLVE EVERYTHING AT ONCE !!

10. 10May 9, 2013
Tools Available
Evaluating BPM tools: Key aspects to consider
Acquisition cost - Procurement & Support
Deployment time of BPM tool - Customization, UAT, Testing
Customization offered - Vendor capability evaluation
Reporting and analytics - Analytical ability to measure results of deployment
Vendor’s capabilities - Reference check and case studies
IBM eBook: BPM for Dummies : http://www-01.ibm.com/software/info/bpm/what-is-bpm/
Open Source BPM tool: http://www.processmaker.com/
Open Source CRM : http://www.sugarcrm.com

11. Thank You