Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

All Posts

Three Simple Steps to Create Business Process Workflows

Follow these 3 easy steps to start building Business Process Workflows that transform and future-proof your organization:

Business Process Workflow is the series of steps and procedures that ensure a streamlined work experience where tasks are carried out based on rules or conditions defined by an organization. By following a designated set of steps, business process workflows can help most businesses reach the desired outcome with consistency and unparalleled accuracy.

Step 1: Identify Business Processes to Create

The health care industry has seen a huge shift recently with the adoption of innovative technology. This transition has surfaced the importance of modern solutions in the health care call centers.  Business process workflows are used across every major industry and vary based on the industry type. For instance, the business process used in Finance would be different from the one used in Health Care, or for product support.

Some use cases of a business process workflow might entail creating a flow to have everyone handle customer service requests the same way, or to ensure people get approval for an invoice before submitting an order. Or it might include the streamlining of medical assessments, scheduling, or financial processes. Most of what is done in an organization follows some type of process workflow, even though you might not realize it. Try to identify the use cases that are either the low hanging fruit that would be easy to tackle and that makes an incremental difference, or a use case that would be impactful on a large subset of interactions.

Step 2: Finding the Right Process Workflow Solution

A platform like SpiceCSM makes it incredibly easy to create well-defined business process workflows. SpiceCSM offers Guided Process workflows that keep users engaged and on track during the entire process. It offers guidance during the whole process and for the next best actions and beyond, which leads to increased efficiency, accuracy, and customer satisfaction. It allows the customers to easily build complex logic with no code by elevating the next best action. The platform understands the importance of having a flexible system, both for the User Interface and the back end. This helps accommodate the niche requirements of each business (square peg/round hole problem).

Process workflows can also be tested in a 'sandbox' environment that does not impact production. By utilizing data from integrated systems, you can build dynamic processes that ultimately take the guesswork out of the workflow. The entire workflow is built in a low-code/no-code visual process designer. This means that even if the users are not tech-savvy or have no coding knowledge, they can still create meaningful processes. SpiceCSM also provides you with a full commit/revision history to make development easy and accountable.

Step 3: Design and Architect the Workflow

Before creating a business process workflow, think about how you would change or improve your current process if you could? Are your customers having difficulties placing an order? Do you want to streamline your sales promotions? Are your scheduling services in need of improvement?

Whatever the use case is, start to identify and document the steps in the desired process workflow, including identifying integration and data collection steps.  You can flowchart this, make a bulleted list, or whatever other mechanism is easiest to capture the process details.  Determine criteria for any logic that needs to be applied to your workflows.  Then divide the workflow into logical sections, as this will make it easier to manage larger workflows.  Build small processes that are easy to manage, can be connected to create more complex processes, and are re-usable in other processes.  This will help conceptualize the procedures you already have in place, and allow you to more easily identify areas for enhancement or modification.


Don’t forget to head on over to our Blog to read more about How a CRM is Critical to The Customer Journey.  If you want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

Related Posts

Reducing the Impact of Technology on Training

3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:

What is iPaaS: Explaining Integration Capabilities

What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them. The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.

Low-Code Application Platform: What is it??

LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise. What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.