Have you ever called a help desk and received the answer that did not resolve your issue? Have you ever called the help desk back several times and received several different answers to the same issue? Or worse, your incident has gone unanswered, unresolved and forgotten. It is frustrating to say the least.
Having a strategy and integrating workflow are key ingredients for a successful call center or IT help desk, but it may not be enough.
Integrating a Business Process Management Suite (BPMS), such as AuraPortal BPMS, along with a sound strategy provides organizations with:
- Reducing costs
- Increasing report accuracy
- Improving incidence response time
- Reducing call volume
- Enforcing best practices
- Consistency
- Transparency
- Automation of workflow
These are a few benefits that can be achieved with integrating BPMS into your call center. What are other key areas that organizations should be concerned with?
- Integration with the enterprise. AuraPortal provides integration with other systems such as ERP, CRM, HRMS and other back-office systems (usually without programming). Compare that to SharePoint.
- Scalability. No matter how large the enterprise, AuraPortal will scale up to meet the challenges.
- Time to market. AuraPortal is fully customizable and requires no programming which means that solutions can be achieved in a relatively short amount of time.
- Total Cost of Ownership. When compared to other BPM systems, AuraPortal’s TCO is significantly lower.
If you would like to know more on how AuraPortal BPMS can help your call center, please contact CAASPRE Consulting for a no-obligation consultation. We will provide a proof of concept based on your exact needs.
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“AuraPortal is the example of Next Generation BPMS.” |
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“AuraPortal is one of the most complete and advanced BPMS solutions on the market, backed up by a financially strong company with a large number of satisfied customers of all sizes working with the product for several years.” (BPTrends–BPM Suites Report, 2010) |
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“AuraPortal excels in OVUM’s technology assessment study which was set by a highly competitive field”. “The vendor has demonstrated that its BPM platform can support complex processes and high throughput scenarios.” (OVUM –Decision Matrix on BPM Vendors, 2010) |
Look for our upcoming webinar, “How does BPM bring transparency to Customer Service?” soon.
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