Is Customer Satisfaction Hitting a Speed Bump When It Comes to Business Processes?
Deepak Elias 060001AS2D firstname.lastname@example.org | | Tags:  brms insurance mobile business_process_manageme... business_rules smarter_process bpm
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John recently had a fender bender at the local gym parking lot. Nobody was hurt, but his car was in need of repairs and he simply wanted to make things like they were before the incident. Unfortunately, it turns out he had a lot of work to do with his insurance company before things could return to normal. After a long, drawn-out process that included many hours on the phone with his insurance company, he decided to look for another insurance company that would be more responsive to his needs.
John’s scenario may be fictitious, but it is one that many people can relate to. The question it raises is clear. Are we making our business processes more customer-centric? Are we making customers happy?
Insurance is a great (although perhaps overused) example of how mobile Smarter Process can impact a business. However, it is also one that we can all relate to, since most of us drive and have auto insurance. Imagine this scenario instead: what if John could reach out to his insurance company from the site of the accident to start his claim process, take and upload photographs, and request help immediately, all from a mobile app, instead of spending hours on the phone?
Here’s an example of how a mobile Smarter Process insurance claim might work:
This example combines the contexts that can be captured from a mobile device to drive a more efficient claims process for the customer. This differentiated business operation is built with the customer in mind, leveraging a combination of mobile business process management and automated decision making via business rules.
Could you do the same for your customer today?