Integrating Business Process Management and Mobile

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Business Process Integration

A rapid and important trend

One of the most important and quickly moving trends in Business Process Management is the integration of BPM with the widespread use of mobile devices in the workplace. International Data Corporation (IDC) estimates that there will be 105.4 million mobile workers in the US by 2020, which will represent 72.3 percent of all US workers.

Workers have learned and experienced the value of mobile devices and the mobile channel in their personal lives, so it only makes sense that their smartphones would become a workday, business tool too. Phone conversations, text messages, and accessing email are all part of the value proposition for workers and their employers, but the mobile channel in the enterprise environment must mature beyond these common uses – and it is.

Mobile is everywhere in the business

Mobile is proliferating throughout enterprises, connecting employees and end users on the factory floor, in the customer’s office and wherever business and work needs to be done. When processes are designed to leverage the mobile user, employees are able to receive automatic communication to their device as an element of the entire sales, production, delivery and customer service processes. They are informed of production anomalies, customer concerns or delivery challenges, for example, and then determine the change or decision required to remove any obstacle or solve any problem.

Business process management documentation, workflow tools, modeling and its many other components are the key to making mobile a primary productivity and profitability driver for businesses, large and small, and in virtually all industry sectors. Mobile BPM software platforms create a more collaborative environment where corporate executives, CIOs, and workers are confident that the process is delivering more business value and leveraging all types of scenarios.

A New Product or Service

Business Process Management already has a vital role to make it easier and faster for a company to develop, create and market a new product or service. Typically, this involves people throughout the enterprise, requiring numerous interactions, decisions, and authorizations. Next-generation business process modeling and design templates have streamlined the process of developing a new product and service, so it reaches the market faster, beating the competition.

Mobile Retail

E-commerce and purchasing via a mobile device, in particular, is still experiencing robust growth, but various studies have found that the vast majority of consumers would still rather shop and buy in-store. Retailers have realized that they must bring mobile into the in-store customer experience by equipping more of their employees with mobile devices. In fact, during 2015, almost 50 percent of retailers provided their sales associates with mobile devices and that could increase to 70 percent very quickly. Customers want instant information on products, prices, and special offers and retailers want more engagement with customers in the store to influence, even direct, their shopping and purchasing behaviors. Mobile BPM solutions are what will allow retail employees to be fully integrated with inventory, CRM and all other core data and processes of the enterprise. Those retailers that have already equipped their sales associates with mobile devices and integrated them with BPM software and platforms have given them instant access to individual customer’s previous purchases and other data. Sales associate are able to suggest specific products customers are more likely to buy, increase upsells and cross-sells and maximize average purchase amounts, all of which results in happier and more loyal customers.

CRM Expansion

CRM enhancements are moving as swiftly as mobile technology, expanding into geolocation utilization, wearables, and social media. Business Process Management is responding with modeling and documentation design templates. IT teams, their administrators, and developers, are able to create new processes or improve existing ones that integrate with these CRM enhancements and maximize their value proposition for any enterprise. Social media, for example, is no longer just for personal interaction. Consumers have discovered it gives them the power to communicate with brands and businesses with concerns about their products and services or customer service issues and influence product development and business decisions. IT departments are utilizing more advanced Business Process Management software to evolve workflow and customer services processes based on all this feedback and data.

As enterprises not only face the challenge of a fully digitized business climate but also a fully mobilized one, Navvia software maintains its leadership as the easiest and most cost-effective platform to design and document IT and business processes.

David Mainville

David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 35 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.

• Posted by David Mainville on Jul 22, 2016
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