If you have found yourself trying to improve your customer service by preventing important things, such as orders, inquires and special requests from slipping through the cracks as information and accountability flows from person to person within your business, you’re not alone.  As businesses grow, processes become more complicated.  You go from having one or two people handling orders and requests, to having multiple people each doing a piece, making it difficult to monitor the quality and efficiency of the complete process.  So I offer my congratulations!  Your business is maturing, which is very exciting.  Now it’s time to look at taking control of your processes to keep your customers happy.

The formal name for taking control of business processes is Business Process Management. When we think of Business Process Management, the first things that generally come to mind are the reductions in costs and risks, improvements in productivity, increased compliance, and enhanced business agility that result from making improvements in your processes. There’s a critical one missing from this list though – improvements in customer service.  Formalizing and automating processes enables business to put an end to lost or misplaced customer orders and requests, provides a trackable path of processing through the business so you can let the customer know where their order or request is within the process.  This can also alert staff to any hold-ups in the process, and allows the business to save information about each instance of process in their company database for future analysis and access.  Whether your business processes customer orders for physical goods or you’re in charge of approving requests for the use of assets, implementing Business Process Management with Agility BPM™ can help you improve your customer service.

Agility BPM™ offers a simple and efficient way to establish, operate, manage, and monitor business processes in a web environment and/or as a Windows desktop application. It takes you from a graphical process map to a working application so you can get up and running in weeks, not months. Plus, it gives you the ability to make changes to the processes you are controlling as needed using its “edit and execute” capabilities and without having to start from scratch.  Best of all, Agility BPM™ will keep pace with your growing business.  It is designed for use in all sizes of businesses, so if you have enterprise size goals, it will be there with you every step of the way.

Want to know more?  Let’s talk!

We’ve been working on a major new release of our BPM product named QAT Flow and we’re announcing availability of that release in conjunction with a new name for the product, which is “Agility BPM”. We have some other exciting announcements planned around this product for later in the year and this new brand name better reflects the product’s capabilities and fits better in the market space it supports.

You can read about the new product at www.qat.com/agilitybpm.asp