One of the great failing of enterprise applications is that all the information about a particular customer winds up being distributed across any number of silos. This makes it extremely difficult to create a holistic view of any given customer.

In an Addressing Case Management Challenge with BPM webinar presented by Savvion, a more efficient model for managing customers that leverages a business process management (BPM) platform rather than customer relationship management (CRM) software is outlined.

Ajay Khanna, senior director of product marketing and management, argues that a BPM approach to managing customers provides not only more actionable information about them; it provides a framework that makes the business more responsive and agile. For example, customer inquiries can automatically be assigned to specific representatives based on their skills and geographic location.

All in all, Khanna claims Savvion’s BPM approach can make a business 30 percent more effective by reducing IT costs, reducing phone calls, speeding resolutions and allowing a finite number of employees to support a much larger number of customers effectively.

Rating: Would have been nice to have a real customer back this up – TWM1