Making Your Customer the Focal Point Through DPA: Webinar Round-Up

Thank you to all participants who attended yesterday’s live webinar: ‘Making your Customer the Focal Point through DPA.’ It was a pleasure to have such an engaged audience.

We didn’t have time to answer all the great questions you submitted, so here’s a round-up Q&A:

Why did Old Mutual’s customers experience such long queuing times?

This problem was captured in the video, but perhaps the answer didn’t come across clearly. Old Mutual’s existing service model expected customers to be seen by specialist advisors, experts in their domain, i.e. insurance, claims or loans, and their numbers were limited.

Today, customers are serviced by generalist clerks, who are supported with scripts and workflows activated via the Bizagi system, which has increased cost efficiency and reduced the queuing time nine-fold.

How big was the team implementing processes at old Mutual?

There were four people developing processes to start with including one Bizagi consultant. Gradually another Bizagi consultant was added and the Old Mutual team doubled in size, so altogether, 8 people. Bizagi is a light footprint solution so doesn’t require big implementation teams.

Can you describe the concept of the Old Mutual branch process flow after the implementation?

A customer visits the branch asking for a variety of services he/she is entitled to. The bank clerk triggers a supporting case in Bizagi automatically when the customer data is entered. This is when the 360 customer view is created, taking relevant information from several systems.

While this is happening, the customer is introduced to the financial advisor, who reviews the collected data and authenticates the customer by checking the identity and presents him/her with the ‘rainbow screen’ that provides: funds withdrawal, complaints, enquiries, report identity theft, claims etc.

"BY SELECTING A PRODUCT OPTION, A CASE IS ACTIVATED THAT COLLATES ALL RELEVANT DOCUMENTATION AND MAKES THE DECISION, I.E. APPROVE OR REJECT THE CUSTOMER REQUEST AND COMMUNICATE THE DECISION TO THE CUSTOMER, EITHER FACE-TO-FACE OR VIA OTHER COMMUNICATION CHANNELS LIKE EMAIL, SMS, OR PHONE CALL AMONG OTHERS."

You suggest to deliver version 1.0 as quickly as possible and then embark on regular process changes. How do I know what’s ready for new process versions and how often do you recommend we release them?

It is important to set the expectations early to ensure DPA supports continuous process improvement. As processes change all the time, it is important to deliver v1.0 as soon as possible to keep the project momentum going and to gain the support of users and stakeholders. The Process Owner who defined the process will know when the v1.0 milestone is met and stable prior to releasing it.

Don’t fall into the trap of servicing every change request, especially if the tool you are using can make changes fast. A Process Owner acts as a central point for managing the improvement feedback and his/her key role is to prioritise the change request according to the business requirements.

As far as change timescales are concerned, it all depends on the business; many Bizagi customers schedule the process changes (bi-) weekly.

Why did Old Mutual select Bizagi and what other systems were considered?

Old Mutual states the following reasons for Bizagi winning the project: ease of use, simplicity that drives faster results, and support for business/IT collaboration. Three vendors were shortlisted: Bizagi, Appian and Pega.

Can you share your experience on how to decide which processes to address first?

The first process can make or break your DPA project. That’s why Bizagi puts great emphasis to help you get this right. Our Process Assessment tool, part of the Bizagi QuickStart program, will help you select the first ‘Quick Win’ process.

What is Bizagi’s roadmap in the mobility arena? Is there a full-fledged Bizagi app that can be easily integrated with the entire process landscape?

Bizagi has been available on mobile devices for a few years now, on iOS and Android devices, as well as Windows Surface tablets. The Bizagi mobile app can be downloaded for free from the applicable App Store. Mobile end users can create cases and work on them, getting the same functionality as browser-based users. Mobile end users using tablets also get all the advantages of real-time and historical reports.

Bizagi has a “model once, run anywhere” approach, whereby the UI of a business processes is designed once and it is then rendered optimally on mobile devices, without the need for any customization or coding.

Can we create a Bizagi process on top of SharePoint to promote workflow of issues raised during banking audits?

Bizagi can be natively integrated with SharePoint in several ways. The Bizagi Work Portal (browser-based front-end) or any of its components can be embedded into a SharePoint portal using Web Parts, in order to provide a seamless end user experience. And of course, this framework would provide a perfect functional fit for the purpose of tracking non-conformities in banking audits.

How can DPA can tie up with/support Information and Knowledge management to turn Big Data into targeted and useful SMART Data (info/knowledge) that can be shared across the enterprise?

This topic deserves a separate webinar! There’s so much to discuss here, but the best way to illustrate how the whole big data concept links with DPA is to give you an example of what our customers are doing. One of the largest insurance companies has just delivered a ‘social network management’ process where Bizagi listens to the sentiments of all tweets that come to the company twitter feed. It manages these depending on the defined criteria:

• Escalating cases (either classified as important or ‘reputational risk’)
• Needing a direct response from the Social Network Team
• Expressions of gratitude and satisfaction, which is routed directly to the manager of people referenced in the tweet, supporting the appraisals. Stay tuned for a webinar on this subject!

If you would like more information, listen to the full length recording: Making your Customer the Focal Point through DPA. 

A FULLY FUNCTIONAL EXAMPLE OF BIZAGI BEING USED TO TRACK NON-CONFORMITIES, ALBEIT IN A DIFFERENT CONTEXT, CAN BE FOUND ON OUR PROCESS XCHANGE SITE. YOU CAN READ MORE ABOUT HOW BIZAGI INTEGRATES WITH SHAREPOINT HERE.