BPM 2 CIM Part 1: "Connect"
What is "BPM 2 CIM"? That is how we dub our new approach to handling and communicating customer-oriented business processes, an approach now fully implemented with the new Q-Flow 6 platform.
Q-nomy's BPM module has indeed reached a high level of maturity in version 5.9, with the introduction of end-to-end SLA management, aided by a host of task sequencing and prioritizing methods. Our workflow engine has already been acknowledged as uniquely effective due to its focus on the Customer as a Work Object.
BPM 2 CIM takes the solution to the next level by introducing a set of Customer Interaction Management capabilities designed to enhance BPM. Capabilities that make back-office processes communicative and transparent to the customer. For example, a customer goes to the bank to request an unusually large loan, and is informed that the approval process will take a few days. While the request is routed to the back-office for processing, the customer is left in the dark, anxiously waiting for a response – perhaps calling the bank a couple of times to check up on his or her request status; the bank may also need to contact the customer to gather additional information, or suggest different loan terms.
With Q-Flow 6 and Q-nomy's seamlessly coupled BPM and CIM, the above customer benefits from a much simpler process. The new Connect module can automatically send to the customer updates regarding the status of the loan request. When these updates are sent is configurable: fixed intervals, trigged by particular events (e.g. the loans officer just completed reviewing the loan request), or manually per an agent's request.
And there’s more! The customer can send requests via SMS or email to which the system responds automatically if parsing is productive, otherwise these incoming requests are passed on to staff members to review and reply.
With the new Connect module, customers can also initiate new processes and requests. To illustrate this feature (and clarify the difference between this and the previous use of SMS input) a telecom retailer could advertise a number to which customers text for information about a new product. Upon receipt of the text message, Q-Flow is able to identify whether this is an existing customer (i.e. has a CRM record) or a new customer. Q-Flow then transfers the request to a matching agent based on CRM data, or uses the information to automatically send the customer product information. Upon further communication with the customer, Q-Flow is used to book an appointment for them to meet at a store, review the product, purchase, or pick it up. All this can be managed entirely by Q-Flow BPM, CIM and Appointment Scheduling.
This is a lot of stuff for just one software platform to handle, and… it is only a small part of what Q-nomy has to offer! Stay tuned for part 2: "Online Forms".