Newly Released Q-Flow v.5.9 Invigorates BPM
If you’ve been following this blog, you’re aware that Q-nomy is putting a big emphasis on its BPM offering, especially for customer-centric workflows and service processes. Q-nomy's approach to customer experience management has always been a holistic one, for we believe that components delivering the direct experience, such as agent interactions, self-service kiosks and digital signage, should be supported by equally capable back-end operations. For this reason, the Q-Flow platform continuously aims to enable coordinated management of back-office and front-office activity.
A natural outcome of this approach is the continuing evolution of the Q-Flow BPM module as an inseparable part of Q-nomy’s solution. Q-Flow BPM originally enabled significant workflow automation functionality by providing unique tools for synchronizing the back-office workflow with customer interactions. For example, our patient-flow management in hospitals ensures the doctor calls the patient upon receipt of the lab tests results. Another example is from the government setting, in which Q-Flow BPM ensures customers appointments do not to precede the processing of previously submitted forms that are required for the appointment. Now, with the release of Q-Flow V5.9, Q-nomy's BPM capabilities are expanding much further. A new mechanism for SLA management features sophisticated sequencing algorithms that enable businesses to prioritize and process back-office tasks in the right order, which is the order that optimizes KPIs and ensures all SLAs are met— internal benchmarks as well as delivering optimal service to customers. Additionally, a new set of monitoring, reporting and alert tools supports management in ensuring staff efficiency.
Another anticipated addition is "Q-Flow Connect". This new module provides a single interface for viewing, managing and automating the exchange of information with customers before, during and after they visit a customer service branch. When Q-Flow Connect works in sync with Q-Flow BPM, two key objectives are met: one is transparency in informing customers about the progress of handling their requests and any follow-up processes resulting from recent interactions; the other is speedy communication (often automated) with customers when they are requested to provide information required to complete the processing of their cases to prevent delays. Again, it’s the combination of components that perfects the service process.