According to Alfred Essa, Vice President of research and data science at McGraw-Hill Education, “If you’re not able to create innovations to market in a timely, quick, effective way, then all of the technology is useless,” said at the recent Spark Summit East in Boston, Mass.
From my experience as Business Leader in several challenging Business Process Management (BPM) projects with Comidor, tailoring with our technical team cutting edge solutions according to customer needs, it has been repeatedly noted that customers cannot reach effective communications with vendors easily (bpm customer service) while implementing a BPM is high-importance. Actually, the more complex (or unique) the need within a customer seeking to automate business processes, the harder to find solid business acumen from the vendor’s side, translating the client’s needs to systems that deliver certain ROI.
It all starts with the 1st communication by a client, ie. a short contact to address a problem seeking solution, whereas promptness matters. While many vendors have robotized this, it’s vastly important to have available a highly skilled team of experienced reps, to pay attention in person. Unless there is a structured methodology, to be executed in a timely manner with qualitative characteristics, there should be rarely reached a decent level of trust and openness (as a result) from the client’s side.
The concept of hyperpersonal bpm customer service places the customer at the heart of service value co-creation. Especially, when vendors provide solution offerings for complex client needs (new or existing customers), evidence of understanding 360’ the client’s aspects is of fundamental importance. That’s why 2016 Innotas annual Project and Portfolio Management Survey, which polled 126 IT professionals between January and March 2015, revealed 55 percent of respondents reported they had a project fail. How would you expect success without evidence of understanding from day 1? Wouldn’t be amazingly good to have a Proof Of Concept suggested/ agreed/ presented within one-two weeks? Surprisingly, that’s not a common fact in the BPM vendors market, making digital transformation seem risky.
Which is not at all, when you speak with the right team.