The Insider's Guide to Next-Generation BPM
By Arnie Bellini, Co-founder and CEO, ConnectWise , 11/25/2009
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Editor's note: Explore how BPM & SOA are driving down expenses and improving ROI right here.
Sooner or later, most businesses will have a costly problem of one kind or another. There are management problems, which can be seen as global, and workflow problems, which are more localized around a specific business process.
Whereas unresolved management problems can put your company's future at stake, unresolved workflow problems may not. However, they will threaten your profitability and your revenue growth.
Workflow problems may be big or small depending on the value to your company, and what you regard as a small problem may in fact become much larger than you anticipate. Big or small, other contributing factors are likely to be present as well. This observation comes from our years of experience with our own IT solutions firm, as well as the experiences of our partners and customers.
Since workflow problems are connected to your processes, it is crucial to have information about the strengths and weaknesses of those processes. You also need the ability to evaluate any changes you make so you can tell if your effort has paid off. Here are five of the most common workflows in which you might need improved performance.
1. Ticketing
Most IT solutions companies have a service ticketing workflow that is integral to company revenue. Whether you are primarily an IT services firm, in which ticketing is a central profit center, or you offer help desk support as a value-added service for work you've done, how you manage this process can make or break your business.
Clients judge you on your capability to efficiently capture service issues from multiple sources, the speed with which you respond and the quality of the service work you provide. Business automation systems do well in helping you perform in all of these areas by providing the tools to drive process efficiencies, and then to monitor, evaluate and continually improve what you do.
Delivering consistent, superior service is not only appreciated, it is expected. Getting requests off your customer's to-do list and onto yours is the fastest way to increase customer satisfaction and ensure account retention.
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