How to manage business processes using BPM systems
Frequent changes in business processes, which require a more rapid and effective response, are common for markets with a high competitive environment (finance, insurance, telecommunications). There are many different approaches and software solutions that allow you to adjust the processes in accordance with dynamically changing business conditions. However, today businesses more often turn to a fundamentally new class of systems – BPMS (Business Process Management System / Solution).
These business process management systems apply a process-driven approach to the company management allowing you to automate end-to-end business processes and quickly change them in case of necessity. BPMS is needed primarily for companies with unique processes (for example, government entities), as they are able to eliminate the functional barriers, which are the result of the separation of departments or corporate applications in the company.
BPMS systems as part of the management methodology
Generally, BPMS systems are just a tool for the execution of a new management methodology, called BPM (Business Process Management), its technological part.
In the context of management philosophy, BPM is a combination of ideology and software for business process management. This approach to management first appeared in 2000 and replaced popular business processes reengineering, which was too complicated and consisted in a fundamental rethinking and radical reconstruction of processes. In a deeper understanding, BPM encourages to move away from a functional approach in company management to its interpretation as a collection of business processes. Unlike reengineering, BPM means continuous improvement of business processes, and its concept is based on the principle of close interaction within the team, with hardware and other systems.
The key advantage of BPMS is that its users have the opportunity to actively participate in the improvement of business processes through simple and intuitive tools. Systems of this class do not compete and are not an alternative to other accounting systems, but on the contrary – they combine them in a single unified management environment. Through end-to-end integration, BPMS automates systems such as CRM and ERP, and connects all the company's business processes, allowing to manage them more effectively.
In other words, BPMS is an integrated set of tools for business processes modeling, automation of their execution and performance measurement.
Implementation of these aspects of process-driven management in the systems of this class is provided due to its three components: the means of processes building, their execution (platform) and monitoring (process log). Let’s consider each of the elements and their implementation in the bpm'online BPM system in more detail.
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Business process execution begins with the scheme in the system. The execution of the process is the automatic passing all of its stages and performing control. At the same time, each user involved in the functioning of the business process understands the tasks and actions required from him. Depending on the settings, the business process in the system can be started manually by the user, or automatically by an incoming (generating) event. During the process, the user receives system notifications on the following steps.
Process steps can be executed in the system either automatically or manually by the user. Automatic execution starts, for example, when you need to delete or add data to the system that meet the specified conditions. Process steps are executed manually if they require, for example, sending an email to the client. In this case, the process will pause and wait for the user to perform certain actions, after which it will continue.
During the process execution, the system can offer the user to enter the lacking data (for example, information received outside the system) or to make a decision by selecting one of the options for continuing the process.
A simple example: during the sales process, the user needs to arrange the meeting with a client (by making a call), then – to hold a presentation and, depending on the result, perform the one of the following actions: if the customer is ready to purchase – the process ends, if the client doubts – the process goes via alternate thread and waits for user’s actions. In this case, the system will ask if you need to hold another meeting and offer the user options for answers.
BPMS is more than just modeling and automating the execution of business processes. Equally important function of this class of systems is monitoring and in-depth analysis of all business processes in the company. Moreover, continuous monitoring, identification and elimination of bottlenecks in processes, their optimization based on these indicators is the most complex task. System tools allow you to get the right information and measure the process more accurately.
In the bpm'online system, such a tool is a process log. Thanks to the availability of process log, you can track any performance metrics and visualize these data using dashboards.
Evaluate all the benefits of business processes modeling in the BPMS system
Building processes in BPMS is based on BPMN 2.0 notation – the most modern and complete language for business processes modeling among the existing ones. The notation is flexible to promptly change business processes and is simple enough for non-professionals to model them.
Bpm’online was named a Leader in The Forrester Wave™: CRM Suites for Midsize Organizations, 2016. In addition, bpm’online has been recognized as a Strong Performer in The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016; The Forrester Wave™: Sales Force Automation Solutions, 2017 and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017.
Bpm’online was recognized in Gartner’s 2017 Magic Quadrant for the CRM Customer Engagement Center, 2016 Magic Quadrant for Sales Force Automation, included in Gartner’s 2017 Magic Quadrant for CRM Lead Management.
Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2017 for its unprecedented agility to modify processes on the fly.
Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.
CRM Magazine, the leading publication of the industry, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive scores all around.
bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.
Bpm'online’s customer, Quint Wellington Redwood Group, has become a winner of 2017 ROI Award for the 1,566% ROI after implementing bpm'online CRM
In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.
Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.
bpm’online is proud to be named the winner of the European IT & Software Excellence Awards 2013 - the pan-European awards event for IT, ISV and Telecoms channels.
Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.