Your need: Efficiently organize processes

Focus on your relationships and results instead of on technical and administrative details. Software from BSI enables you to design processes and workflows in a more structured, rapid and transparent manner.

The Process Wizard enables the user to start a process and to handle it with guidance – even beyond departmental and system boundaries.

In the process, a "business case" is created that protocols and compiles the entire procedure. This forms the basis for escalation management, controlling and reporting.

A business case is usually triggered by a customer inquiry. A customer makes a call to the call center or requests an offer per e-mail. A complaint or a contact made at a trade fair are further examples of customer concerns that can also be easily handled using the Process Wizard. Perhaps a customer would like an appointment or documentation about a product. The person in charge can handle such matters with the Process Wizard, including recording pending items in the marketing or sales department (see the example in the box). A business case can also be triggered internally. Contract extensions, reorganizations or proactively recognized breakdowns are all potential triggers. The important thing is the continuity through all departments.

The Process Wizard is based on the concept of "end-to-end process management". According to the well-known IT research company, Gartner, in the future, customer concerns will be recorded right from the start and then routed throughout the company without media disruption or multiple telephone calls until they are handled.

The Process Wizard is administrated internally. The business cases that arise within the company are compiled from prefabricated blocks by the administrator or so-called "steps", in which other internal departments, external suppliers or even other system can be involved, such as a price calculation in SAP.

Your advantages with BSI as partner:

• Vendor independency: Your internal administrator creates new processes and changes them when needed – without waiting for a release.
• High data quality: Thanks to the process wizard all data, but not more than needed is completed
• High data completeness: No data is lost and completeness of the data entry are also enhanced.
• High information quality: every agent can provide competent information about where the business case stands at any given time.
• Efficiency gain in training: Particularly in a Contact Center in which part-time employees fill in during peak times, training is reduced to a minimum thanks to the Process Wizard.

Are you interested? Find more information on our products BSI CRM and BSI Contact and our services. Or just ask for a non-obliging consultancy.