Improving customer experience remains a crucial objective for SSOs. So what is it that organizations are doing to deliver services that are efficient, continuously improving, and that keep customers coming back?
One solution for shared services is Business Process Management, which helps to drive customer satisfaction at every touch point and provides a crucial layer to streamline communications between front-end tasks and your database/ERP.
This whitepaper from PNMSoft outlines 6 ways that BPM helps to maximize customer experience by:
- Increasing standardization of processes
- Improving data visibility
- Increasing the ability to enforce SLAs and compliance
- Enabling management monitoring and improvement capability
- Providing efficient resource management
- Helping organizations adapt to change
This free whitepaper looks at case studies and best practices to explore how BPM can also help:
- Optimize processes and guide users through the optimal steps needed to complete a task, in line with the company standard
- Leverage real-time data from other systems to enable decision-making
- View your entire customer journey, measure how its processes perform across each department according to SLAs, and establish metrics for each milestone in that journey
- Automatically allocate tasks, taking into account employee calendars and absence, and enabling task queuing
- Enable customers to offer feedback, communicate with staff, and track the status of a process through a customer portal
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