Thank you to all participants who attended yesterday’s live webinar: ‘Making your Customer the Focal Point through BPM.’ It was a pleasure to have such an engaged audience. We didn’t have time to answer all the great questions you submitted, so just scroll down to find our detailed Q&A.
COULDN’T MAKE THE WEBINAR? HERE’S WHAT YOU MISSED!
- Full length recording: Making your Customer the Focal Point through BPM (slide deck followed by software demo with voiceover)
- Software demo: How to Deliver Customer-Centric BPMS (deep-dive into Bizagi platform that enables customer centricity and innovation for customers like Old Mutual, given by Bizagi Consultant Laurie Sinnett)
- Old Mutual case study (Key facts and project ROI)
So without further ado, here’s the answers to the burning questions of the day….
Q1: Why did Old Mutual’s customers experience such long queuing times?
This problem was captured in the video, but perhaps the answer didn’t come across clearly. Old Mutual’s existing service model expected customers to be seen by specialist advisors, experts in their domain, i.e. insurance, claims or loans, and their numbers were limited. Today, customers are serviced by generalist clerks, who are supported with scripts and workflows activated via the Bizagi system, which has increased cost efficiency and reduced the queuing time nine-fold.
Q2: How big was the team implementing processes at old Mutual?
There were four people developing processes to start with including one Bizagi consultant. Gradually another Bizagi consultant was added and the Old Mutual team doubled in size, so altogether, 8 people. Bizagi is a light footprint solution so doesn’t require big implementation teams.
Q3: Can you describe the concept of the Old Mutual branch process flow after the implementation?
A customer visits the branch asking for a variety of services he/she is entitled to. The bank clerk triggers a supporting case in Bizagi automatically when the customer data is entered. This is when the 360 customer view is created, taking relevant information from several systems. While this is happening, the customer is introduced to the financial advisor, who reviews the collected data and authenticates the customer by checking the identity and presents him/her with the ‘rainbow screen’ that provides: funds withdrawal, complaints, enquiries, report identity theft, claims etc.
By selecting a product option, a case is activated that collates all relevant documentation and makes the decision, i.e. approve or reject the customer request and communicate the decision to the customer, either face-to-face or via other communication channels like email, SMS, or phone call among others.
Q4: You suggest to deliver version 1.0 as quickly as possible and then embark on regular process changes. How do I know what’s ready for new process versions and how often do you recommend we release them?
It is important to set the expectations early to ensure BPM supports continuous process improvement. As processes change all the time, it is important to deliver v1.0 as soon as possible to keep the project momentum going and to gain the support of users and stakeholders. The Process Owner who defined the process will know when the v1.0 milestone is met and stable prior to releasing it. Don’t fall into the trap of servicing every change request, especially if the tool you are using can make changes fast. A Process Owner acts as a central point for managing the improvement feedback and his/her key role is to prioritise the change request according to the business requirements.
As far as change timescales are concerned, it all depends on the business; many Bizagi customers schedule the process changes (bi-) weekly.
Q5: Why did Old Mutual select Bizagi and what other systems were considered?
Old Mutual states the following reasons for Bizagi winning the project: ease of use, simplicity that drives faster results, and support for business/IT collaboration. Three vendors were shortlisted: Bizagi, Appian and Pega.
Q6: Is CMMI (Business Maturity/Capability-level) important for service-based companies?
Naturally the higher process maturity of the organisation, the better you can define the processes completely and properly, which helps to ensure that the process built meets the business needs. This applies equally to both service and product-oriented organisations.
Bizagi customers like GE or Abengoa have the highest process maturity in their industry. We found that they achieved results fast as they were able to understand, very clearly, from the outset what it entails to define the process and capture requirements. Having said that, many of our customer are new to BPM and still can produce results fast. Such organisations firstly need to build the understanding of a process concept and BPM, as well as recognise the importance of the culture change when transferring from the ‘siloed’ to process-centric approach that embraces the integration with various systems like CRM, ERP, legacy etc.
It is important to recognise that Bizagi is designed for organisations who are new to BPM. Why? We offer a business collaboration platform that’s very intuitive for both business and IT people, enabling them to learn together and jointly deliver results. We have a tested formula that helps businesses to become “process oriented” and ensure that the BPM journey is completed successfully.
Q7: Can you share your experience on how to decide which processes to address first?
The first process can make or break your BPM project. That’s why Bizagi puts great emphasis to help you get this right. Our Process Assessment tool, part of the Bizagi QuickStart program, will help you select the first ‘Quick Win’ process but if you are not ready yet to embark on a formal methodology, please read ‘Your first BPM process’ whitepaper.
Q8: What is Bizagi’s roadmap in the mobility arena? Is there a full-fledged Bizagi app that can be easily integrated with the entire process landscape?
Bizagi has been available on mobile devices for a few years now, on iOS and Android devices, as well as Windows Surface tablets. The Bizagi mobile app can be downloaded for free from the applicable App Store. Mobile end users can create cases and work on them, getting the same functionality as browser-based users. Mobile end users using tablets also get all the advantages of real-time and historical reports.
Bizagi has a “model once, run anywhere” approach, whereby the UI of a business processes is designed once and it is then rendered optimally on mobile devices, without the need for any customization or coding. The whitepaper ‘You can’t put lipstick on a pig’ provides more insights into Bizagi mobility and successful customer deployments.
Q9: Can you please advise whether Bizagi has a document library at the back of the process?
Bizagi allows users to easily attach documents to a process instance (“case”), such as Word files, data from spreadsheets, audio and video files.
By default, such documents are stored within Bizagi, with no need to provide an external document repository. However, Bizagi also offers out-of-the-box support for integration with external document repositories (ECM / DMS systems). This way, files attached to a case will be stored automatically in the central document repository (ECM) and not in Bizagi. For this purpose, Bizagi can be easily integrated with leading products like SharePoint, Alfresco and Documentum.
Q10: What is the largest system in which Bizagi has been used successfully?
Bizagi provides a highly scalable solution. The largest implementation in terms of number of end-users is Abengoa, with approximately 15,000 users and over 400 processes automated. The system is multi-tenancy with over 100 companies all running in a single Bizagi implementation in over 70 countries and multiple languages.
As a further example, the Bizagi BPM deployment for Colpensiones is the largest BPM implementation in the world. Colpensiones is the Colombian state pension system (2000 employees), which handles 41,000 cases daily for 6.5 million citizens. For detailed examples of scalability, please refer to this factsheet: Bizagi System Architecture.
Q11: Can we create a Bizagi process on top of SharePoint to promote workflow of issues raised during banking audits?
Bizagi can be natively integrated with SharePoint in several ways. The Bizagi “Work Portal” (browser-based front-end) or any of its components can be embedded into a SharePoint portal using Web Parts, in order to provide a seamless end user experience. And of course, this framework would provide a perfect functional fit for the purpose of tracking non-conformities in banking audits.
A fully functional example of Bizagi being used to track non-conformities, albeit in a different context, can be found on our Process Xchange site. You can read more about how Bizagi integrates with SharePoint here.
Q12: How can BPM can tie up with/support Information and Knowledge management to turn Big Data into targeted and useful SMART Data (info/knowledge) that can be shared across the enterprise?
This topic deserves a separate webinar! There’s so much to discuss here, but the best way to illustrate how the whole big data concept links with BPM is to give you an example of what our customers are doing. One of the largest insurance companies has just delivered a ‘social network management’ process where Bizagi listens to the sentiments of all tweets that come to the company twitter feed. It manages these depending on the defined criteria:
- Escalating cases (either classified as important or ‘reputational risk’)
- Needing a direct response from the Social Network Team
- Expressions of gratitude and satisfaction, which is routed directly to the manager of people referenced in the tweet, supporting the appraisals. Stay tuned for a webinar on this subject!
That’s all folks! Thanks again to all who participated and for more information on anything raised during the webinar, please don’t hesitate to get in touch.