In the movie Memento, Leonard Shelby, can’t remember anything that happened more than 15 minutes before. This condition leads him to take actions of grim consequences.

Like Shelby, customers can’t follow and remember everything related to business processes that involve them, especially when these happen in the back‑office, BPM‑part of the customer journey. These back‑office cases and processes may include the application review and approval tasks in a mortgage request business process; resource, personnel and operating room allocation processes for a scheduled surgery; inventory management and shipment for fulfilling a BOPIS (Buy Online, Pickup in Store) e‑commerce transaction.

Since customers expect processes to move forward even when they are not looking, drops in handoffs between back- and front-office and a general lack of BPM efficiency can lead to a severe decrease in customer satisfaction.

In order to minimise fumbling and ensure the omni channel, multi-process, customer journey with its related business processes runs smoothly, a holistic SLA must be enforced across all customer‑facing channels, case‑management and back-office processes.

NEXA’s Q-Flow customer journey and customer case optimisation solution covers not only every channel the customer faces – online, mobile, or on-venue, but also manages business processes related to customer outcomes and optimises them under one SLA.

This means that every case and business process, no matter the software on which it runs, can be embedded within one, managed and optimised flow to achieve high levels of customer satisfaction and business performance, without having to retire management software previously purchased, such as CRM, ERP or EHR solutions.

If you would like to learn more about out holistic approach to customer journeys, just give us a call.

Credit: Q-nomy

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