In organizations, especially in the public sector, there is a need to have a channel that allows the gathering of your audiences impressions and concerns. The deployment of a quality customer service is a task that involves responsibility, ethics, organization and maintenance of the public image of an organization.
For a quality customer service to be successfully implemented one must be aware of its processes, ie each case and occurrence happens and develops differently, involving different processes.
Now imagine a company with large amounts of processes in various departments. Without proper management of these flows, confusion is only a matter of time; not much time. It’s where BPM can be a vital tool in organizing tasks, specific activities and responsibilities for each person, providing an efficient way to monitor the quality customer service team.
Automated processes to promote agility and efficiency
BPM can establish a personalized methodology, establish requirements, trace tasks and responsibilities, identify specific needs, conduct feasibility studies and all within a schedule.
In the case of a quality customer service already implemented, BPM creates management and interaction possibilities. With the tool you can automate certain processes, reduce time and costs, increase customer satisfaction, improving the company’s image in the market and allowing new business opportunities and niches to be embraced.
Mapping quality customer service processes
For BPM to assist a quality customer service, it takes planning and time for acceptance of the changes. A quality customer service involves processes, documents, planning, several maps, quick action, efficient responses and proposed solutions.
First identify the need to create a customer service, followed by the identification of support and then obtain the acceptance of the highest managing authority; After which skills can be defined, identify teams with an appropriate profile, which need to be aimed at service efficiency.
Next comes structural linkage and the identification of the public scope of the service; as a result, internal members are invited to participate in the process of creating a quality customer service and finally external parties, before disclosure.
See also:
- Customer service process: Ready to use!
- Business process mapping software – Create your free account.
In the final step, all stakeholders will understand how the statements are received and how they should be processed. Using BPM, in this step, it is essential that the flow is consistent and effective, which will make the quality customer service management agile and efficient.
In summary, the usage of BPM gives appropriate responses, and route solutions.
Ensuring impartiality and legitimacy of all business processes is the primary function of a quality customer service, which can be managed more efficiently using a BPM tool like HEFLO.