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BPM Working in Customer Service
Your Challenges
Service is a critical contact point that influences how customers and prospects view your organization. Company revenue and costs are directly impacted by the quality of service you deliver. And quality service could be compromised by employee turnover, which is often high in service functions and results in continual recruitment and training costs.
While many companies have implemented systems to help customer service personnel deliver the fast turnaround and accurate responses expected, there’s more to it than that. The challenge is finding ways to streamline and automate your processes to bring out your uniqueness, manage time-critical matters, enhance productivity and create true connectivity. Processes must be designed in a way that works within your environment, and they must extend to other departments, and provide appropriate access and visibility. This will offset the need for training, drive costs down and boost your value to the organization.
Our Solutions
Metastorm understands the unique needs of customer service departments and how they can better succeed with efficient process execution. Metastorm’s proven, enterprise-level BPM platform is the foundation that enables companies to design and deploy processes that increase output and manage resources in an unprecedented manner. Metastorm’s BPM technology and proven expertise is helping organizations around the world maximize employee productivity, achieve process consistency, improve planning, realize strategic advantage, tie together silo processes and systems, and do more with less.
The Metastorm BPM platform provides an open, standards-based framework by which designers and implementers can easily integrate external applications or application components. With easy-to-use tools for modeling, designing, managing, and changing processes, business users own, maintain and optimize their processes. And, the platform provides all the components needed to support a continuous process improvement cycle using BPM. Finally, the Metastorm approach offers rapid design and deployment with complete control over continuous improvements based on insight into how the business is running.
Customer service organizations are using Metastorm BPMto more efficiently manage business processes, including:
- Correspondence management
- Service agreement management
- Internet customer service
- Warranty management
- Call Center service
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- Problem resolution management
- Customer inquiry
- Sales channel management
- Inventory management
- Service request fulfillment
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Proven Results
Increased Revenue
New and improved business processes contribute to company growth. A strong, reliable BPM platform changes how your company serves existing customers and acquires new ones. Employees spend less time on manual tasks and more on innovative, value-producing activities. Communication with all audiences is automated and timely, and processes are streamlined and integrated with core systems. More to the point, you run your department more efficiently, produce faster results and improve customer satisfaction.
Decreased Expenses
Customer service departments have always found new ways to do more with less, and BPM is today’s way of reaching that goal. BPM improves productivity with fewer people—and that’s the bottom line!
With new and improved processes, your people work smarter and better. Metastorm BPM delivers a host of benefits that drive down expenses, such as:
- Automating paper-intensive, error-prone tasks
- Enabling more intelligent and faster exception resolution
- Promoting better staff collaboration with process consistency
- Providing real-time insight into inefficient stages of daily business operations
Metastorm BPM helps companies quickly adjust how they run their business and enables them to efficiently respond to changing conditions, new regulations and mandates, and higher demands for service. It is not just about doing more with less, but rather doing more by working smarter.
Successful Implementations
Metastorm BPM enables companies to cut costs and grow their business through better management of customer service processes—just ask these customers:
Arwystri Health Care
Bracknell Forest Borough Council
Canton Schwyz
Cornwall Healthcare
County of Nevada
Dundee City Council
E.ON Kraftwerke
EyeMed
Government of the Regions
Gwent Community NHS Trust
HAVAG
Holman Fenwick & Willan
Johnson Matthey
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London Borough of Waltham Forest
Martineau Johnson
McKenna Long & Aldridge
Newport County Borough Council
Office of the Gas & Electricity Markets
Pontefract & Pinderfields NHS Trust
Stadt Aachen (City of Aachem)
Standard Chartered Bank
Stirling Council
Tayside Contracts
Wandsworth Borough Council
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Customer Service 
