Customer Experience Management (CEM) Objectives Count On Smart Process Applications To Accomplish Results

I don’t have to tell you that building positive relationships with your customers is important to business success. They are after all, any business’ most important asset. But with the arrival of social media the sands have shifted when it comes to putting a customer care strategy in place.

With consumers connected 24/7 – customers are empowered to post their experiences, good and bad, within seconds on social media. Understanding how to deal with their requests, interact and build customer relationships grows ever more important.

Providing premium customer care can provide an edge over competitors, ensure repeat business, build loyalty and attract new customers. Business today is in the enviable positon that it can communicate directly with its customers and those customers can become a powerful advocate. In my experience, proactive engagement and open communications can boost the bottom line.

So let us take a look at case management and how it can improve the customer experience management and the markers companies should look at when making a decision over deploying a case management system.

SPAs Link The Loop

Smart process applications (SPAs), Intelligent Business Process, Adaptive BPM are a new ‘best in show’ of software that provide an important junction between systems of record such as ERP and ECM, and systems of engagement to enhance how customers can communicate with a business.

Case management covers a host of applications, from legal and health to finance to HR. But it is progressively being used for customer facing applications. A case management approach enables companies to get over a new challenge – dynamic tasks that are guided by human deliberation.

Moving Forward

From the offset, cloud or hybrid cloud would make outside collaboration much simpler in most scenarios. With the fast growing use of mobile devices, it is imperative to include mobile access across all levels – interaction, capture of data and the approvals process.

Here are seven tips for success in getting the best out of your SPAs:

• Weigh up your current BPM or workflow capabilities, both predictable business and case-based processes.


• If you find your current system will not work with case management, look at additional modules or add-on products. If they still don’t provide the answers, look at your requirements against deploying a new system.


• Look at smart or adaptive capabilities that audit content and process context to re-direct workflows via a rules-based environment.


• Centralize multiple case-handling from all parts of the business into a single more powerful system.


• Automating routing and sorting at the point of capture can dramatically improve response times and improve capacity where you have a large data load.


• Use premium monitoring, alerting and analytics tools to make sure you are getting the most out of your system.


• Putting case content and case processing in the cloud will make it simpler to talk to external partners.

SPAs provide what is now support to business activities that are fluid and people intensive. With ever demanding customers, I can’t stress enough that delivering above and beyond their expectation will not only increase loyalty but can have a significant impact on bottom line too.

Customer Experience Management (CEM) Objectives Count On Smart Process Applications To Accomplish Results