BPM relies on several methods to identify, model, analyse, measure, optimise and automate business processes. At the core of BPM is driving improvement by putting the customer at the heart of the business approach, ensuring any changes or developments implemented always adds value to the end-user.
For customers, nothing can be more frustrating than dealing with siloed areas of a business that do not communicate with each other. By using BPM, a business can unify customer touch points, making it easier to personalise the experience, in turn, ensuring happier customers.
Alongside a personalised experience, BPM supports companies with analysing the impact of their decisions on consumers, as opposed to the traditional analysis of cost, resources and capabilities. This promotes a strand of strategic business thinking linked to better customer experience, rather than the bottom line. The added benefit is that businesses which rely on BPM systems to streamline operations and reduce waste, can cut costs, creating the opportunity to pass the savings onto customers – a key element of customer satisfaction.