The Critical Human Element

in Business Process Management Systems

Business process management (BPM) systems can unlock huge advantages by automating and optimizing procedures.

As great as automation is, it’s important the human touch is not lost in the process.

Think of BPM technology as a platform. It’s meant to empower staff to achieve more and delight customers.

It is not meant to replace staff.

HOW PROCESS AUTOMATION MISUSE CAN HURT THE HUMAN

ELEMENT

A call center once overused automation to support a major overhaul in its call receiving operations.

The goal was to eliminate all unnecessary discussion.

While efficiency was improved, the staff no longer felt like real human beings who customers could talk to about their issues, and customer satisfaction dropped.

Don’t risk losing the relational interaction that helps companies develop a truly customer-centric approach and feel.

HOW BPM ENHANCES THE HUMAN ELEMENT

What forces workers to rush through customer interactions?

Usually, it’s the mountain of other tasks on their plate.

Use automated workflows to free up more of your employees’ time so they can provide a better experience for your

customers.

Build your BPM system to take careof everything going on around your

staff's conversations with customers, allowing those conversations to be as

delightful as talking to a friend.

As you increase employee productivity month over month, never lose sight of

quality over quantity.

BPM software should be an extension of client facing employees to help them better serve customers by:

Having relevant data at their fingertips Streamlining mundane tasks

Automated workflows helps businesses spend more quality time with customers, providing a experience that preserves customer loyalty.

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