| |September 201619CIOReviewFurther, traditional process-reengineering methods like Lean and Six Sigma are combined with agile business platforms to improve performance and deliver clear business outcomes. This helps to identify processes that can be automated to save costs and achieve faster time-to-market. Automating and digitizing manual, paper-intensive processes allow companies to collect and process critical customer data and also understand process performance or cost drivers. This helps mitigate risks wherever necessary. The next logical step is to manage customer experience through real-time, in the moment analytics to gauge customers'preferences, satisfaction levels, lifecycle state, churn propensity, etc. to fully capture customer sentiment and feedback. We must remember that digitizing or re-engineering parts of the business process can prove to bedetrimental to a seamless customer experience. Imagine a great on-boarding process in telecombut a lousy helpline and post service. A robust organization must ensure all functions in the organization is involved in creating a better customer experience. Exploring delivery models like BPaaS Organizations need to embrace newer delivery models that offer greater flexibility, scalability and agility.Business Process as a Service, or BPaaS, is a plug-and-play service delivery model that enables companies to be more cost agile, with low CAPEX (capital expenditure)and optimized OPEX (operating expense). The BPaaS approach delivers a pre-configured, flexible and extensible solution, utilizing industry best practices and processes combined with case management system for a complete, end to end solution. This allows companies to reduce spend on infrastructure by employing a pay-as-you-go model. BPaaS solutions can be quickly deployed and consumed ensuring faster go-to-market and value realization. This also means, companies can stay abreast of the latest technology without having to constantly upgrade legacy systems. Needless to say, companies will no longer have to worry about costly systems integration, given the flexible nature of BPaaS offerings. The new BPM approach embraces BPaaS delivery models allowing companies to re-architect their operations in countering the increasingly complex global business environment. This not only helps them thrive in an age of digital disruption but also unlock long term business benefits. Business Process as a Service, or BPaaS, is a plug-and-play service delivery model that enables companies to be more cost agile, with low CAPEX (capital expenditure)and optimized OPEX (operating expense)
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