Solutions Business Solutions

Process Standardization and Optimization

Providing consistent, high-quality customer experiences is critical for customer retention and revenue generation goals as companies face stiff competition for today’s empowered, tech-savvy consumers.

Business Processes Management (BPM) and the orchestration and coordination of enterprise systems and data help organizations take action more efficiently, but traditional BPM, Customer Relationship Management (CRM) and similar technologies were designed long before anyone imagined how profoundly smartphones, Facebook, and similar media would change the ways people interact with large organizations. To effectively engage customers, IT groups must reach beyond these older technologies to create new types of processes that can directly engage customers in personalized interaction and an on-going dialog across any public facing communication channel or device.

Customers interacting by telephone should have access to the same up-to-date data and account actions available to them through a self-serve web portal.  The same core workflows and operational management tools should be capable of driving the conversation and applying applicable partner data, branding and rules regardless of any specific channel of interaction.  To do this effectively, workflow technology must drive front-end customer communications and data collection rules as well as integrating back-end systems and approval processes.

Interactive Softworks’ Metaphor Customer Engagement software provides a comprehensive business process management solution and unique capabilities that go beyond traditional BPM for defining, optimizing, standardizing, executing and managing business processes and interfaces of every type across all channels of customer communication. Metaphor provides workflow tools for non-technical users to visually design business process and rich customer interfaces that the software then executes on-demand in the appropriate end-user channel: phone, Smart Phone, email, chat, SMS, web or social media – all from a single implementation.

Standardize Business Processes

Standardize both customer facing and back-end business processes and establish reliable, predictable outcomes in customer interactions that are easier to manage across all customer points of contact. Metaphor process workflows allow control of every aspect of front-end and back-end process orchestrations as well as integrations with internal systems and external cloud providers.

Add New Channels

Eliminate the need to tediously hand-code channel portals to deeper IT architecture. Hand-coding is inefficient when media channels are evolving at the rates they are today, slowing change and making new channel adoption costly and resource intensive.  Metaphor automatically synchronizes all channel portals with the processes and data that drive them.

Reduce Operational Costs

Realize cost savings by eliminating unnecessary silos and duplication of business processes across media channels and partner initiatives.  Improve productivity and performance by automating manual, laborious business processes that accelerate task completion and optimize processes to achieve company objectives.

Improve Customer Experience

Exceed customer expectations by making it easy to do business with your company and delivering an excellent user experience.  Ensure that changes in business processes and loyalty programs are immediately synchronized across the enterprise.  Standardized cross-channel business processes result in consistency that customers will appreciate and reward with brand loyalty.