Wadih founded both PairSoft and PaperSave. He is an avid technologist who specializes in streamlining operations and maximizing productivity.View all posts by Wadih Pazos
Wadih Pazos • October 1, 2021
Workflow automation can have a profoundly positive impact on both the general performances of internal departments and strategies and the experiences of customers from an external perspective. Because consumers are increasingly demanding that businesses offer seamless experiences, quick responses to qualms and a frictionless process of getting the information they need, companies cannot afford to balk at the technologies that drive these characteristics.
CMSWire recently published a blog post from contributor Darya Yafimava regarding the heightened need for perfect customer experience management in retail and how to achieve optimal performance. Although this article was indeed focused upon the retail industry, every organization needs to take notes on these matters, no matter if it is involved in business-to-business or business-to-consumer marketplaces.
According to Yafimava, about 25 percent of maximum revenue potential will be lost to lackluster experiences among clientele on an annual basis in the United States, while United Kingdom enterprises will see even more costly issues due to this problem. The author argued that simply understanding the workflow involved in customer experience management will put leaders in a solid position to ensure their policies and strategies are aligned with objectives and client demands.
Drawing up a map of the process – from the initial communication from a client to the eventual evaluation – will give managers the information they need to craft a more powerful approach to experience management. Yafimava noted that each aspect of the chain needs to be highly prescribed, with employees understanding their responsibilities. Workflow automation tools can then be used to support customer service and sales staff members through their various tasks on a daily basis.
Applying the types of workflow automation strategies seen in operations to the customer service department can be highly advantageous for any business.
In addition to workflow automation for the actual processes taking place in an organization, leaders must ensure they are carefully enforcing document management strategies as well. When document management has not been modernized, automated and integrated with workflow or BPM frameworks, there is simply no chance of the enterprise functioning optimally both internally and externally.
Markets are going to continue to become more competitive in the coming years, and only the leanest, most efficient and optimized operations will propel companies to the top of their respective industries. With workflow, document and business process automation tools in place, however, the sky will be the limit for revenue gains, financial stability and optimal brand images in the eyes of current and prospective clientele.