Blogs By Category: Automate

Customer Conversations: The Art of Being Polite

Oct 07 2010 | Author: Rob Walker
The problem with scripted conversations in the call center, or any other bi-directional channel, is that it largely ignores the customer on the other end of the line. Even if sophisticated analytics, one fiercely hopes, have been used to find a relevant o...
Posted In: CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Efficiency

Real-Time Lean Six Sigma Through BPM Automation

Jul 21 2010 | Author: Setrag Khoshafian
Paul the German psychic octopus was right. Spain finally won the World Cup in soccer (or “Football” for the rest of the world – which, if you think about it, makes more sense). Now Australia has a “psychic” crocodile that predicted an election r...
Posted In: BPM | Tags: Agility, Automate, Efficiency, Business Process Management, BPM Lean Six Sigma Real-Time, BPM Methodology, Continuous Improvement, Lean Six Sigma, Business Transformation

PegaWORLD 2010 to Welcome Chordiant Customers

Apr 07 2010 | Author: Alan Trefler
This year is moving at BPM speed! As I write this in the first week of April, 2010, PegaWORLD in Philadelphia is just a few short weeks away. Last week we received regulatory clearance for our acquisition of Chordiant. And, also this week, we were pleased...
Posted In: BPM, CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Business Process Management, Transformation, Collaboration

BPM Go Live: Using BPM to Drive Real World Agility

Oct 26 2009 | Author: Alan Trefler
Recently, we had a project go-live with one of the world’s largest financial services organizations. Earlier this year, President Obama announced the Homeowner Affordability and Stability Plan to restructure or refinance mortgage loans to avoid foreclos...
Posted In: BPM, CRM | Tags: Automate, Customer Interaction, Efficiency, Business Process Management, Case Management, Go Lives, mortgage reform

BPM Go Live: BPM = Mission Critical Application

Oct 16 2009 | Author: Alan Trefler
We just had a go live with one of the leading regional healthcare providers in the U.S. This organization has been a great customer of ours over the years, and they recently migrated to our latest SmartBPM suite. This organization has continuously strive...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Case Management, Go Lives

BPM Go Live: Extending Legacy Apps Through Wrap & Renew

Oct 08 2009 | Author: Alan Trefler
This week, we had a go live with one of Europe’s largest telecommunications providers on a project that delivered greater efficiency to their contract billing account settlement. They are using BPM to integrate to their back-office billing solution to f...
Posted In: BPM, CRM | Tags: Automate, Customer Interaction, Efficiency, Business Process Management, BPM Methodology, Continuous Improvement, Go Lives, BRE

Should a BPM Methodology be Platform Agnostic?

Sep 23 2009 | Author: Setrag Khoshafian
The BPM methodology that is used to implement and improve a BPM solution is critical to the success of BPM projects. A BPM Suite is a platform that automates policies and procedures, and the features and capabilities of a BPM suite are significant. But eq...
Posted In: BPM | Tags: Automate, Business Process Management, BPM Methodology, Continuous Improvement, Lean Six Sigma, BPM SOA BI

BPM Go Live: Managing New Business to Drive Better Customer Experience

Sep 02 2009 | Author: Alan Trefler
We just had a go live with one of the largest health plan administrators in the market. This project focused on managing new business as well as processing renewals from existing customers. Rules-driven BPM is a strong solution to manage new business beca...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Go Lives

BPM Go Live: Elevating BPM into a Core Enterprise App.

Aug 28 2009 | Author: Alan Trefler
We recently had a go live project for a retirement service automation project with one of the largest financial services and insurance firms in the U.S. This new system incorporated an inquiry solution which tracks defined benefits and contributions as we...
Posted In: BPM | Tags: Automate, Customer Interaction, Efficiency, Business Process Management, Go Lives, Insurance

Creating New Jobs and Preserving Existing Ones with BPM

Aug 26 2009 | Author: Setrag Khoshafian
When we think of BPM and process improvement, often the ROI is characterized through eliminating “waste” or manual steps and replacing them with process automation. An activity based costing analysis could identify opportunities to remove manual steps...
Posted In: BPM | Tags: Automate, Efficiency, Business Process Management, Continuous Improvement, Lean Six Sigma, Business Transformation, Business Technology, BRE, BPM SOA BI

Pages

Subscribe to Blogs By Category: Automate