Co Founder & VP Sales at Drishti Soft, chaired the Nasscom webinar on “Leveraging BPM to Enhance Customer-Facing Processes” Nasscom conducts a Webinar to discuss the best practices of taking BPM to the next level.
NASSCOM hosted a webinar on “Leveraging BPM to Enhance Customer-Facing Processes” on Friday, 12th April 2013. The webinar mainly focussed on the prevailing customer-facing process problems & challenges and also discussed solutions to these hurdles.
The webinar was an interactive session presented by Mr. Sachin Bhatia, Co Founder and VP, Sales, Drishti-soft. Herein, he touched on topics based on real-life scenarios of customer facing processes and planning & executing BPM to accelerate Processes and Business Actions. Other contemporary topics such as how to pick an approach to use BPM keeping “ROI” in mind, a framework to improve current business process, achieving customer delight by adopting advanced tools and the evaluation parameters for selecting the right BPM tools were also touched upon.
Mr. Sachin Bhatia highlighted that one of the key approaches for guiding an organization’s BPM strategy could be to continually Measure, Analyse and Improve the critical business processes. In continuance to this, he further proceeded with Communication Enabled Business Process (CEBP) which is the integration of communications capabilities into software-enabled business procedures, applications and technologies. The main purpose of the CEBP is to optimize business processes by reducing the existing human latency within a process flow. It also helps inter-application as well as application-human interactions to automate various components of business processes. The result is, optimized processes and continuous, low-latency, real-time communications among the customers, suppliers and employees. CEBP can be applied horizontally across different industries and different lines of business which creates measurable business value and ROI.
Speaking about the advantages of the BPM, Mr Bhatia highlighted how it helps to program current processes, automate the execution, monitor current performance and make on-the-fly changes for process improvement. It offers agility to stay competitive, greatly reduces the time elapsed for each business process and reduces the number of steps for each process by around 50%. In addition to these, it also helps improve inter-departmental coordination across various geographic locations of a company.
Drishti offers communications solutions that empower enterprises and contact centers to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a Service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.