Organizations are increasingly depending on technology to manage complex customer relations. A recent report by AIIM shows that most organizations are utilizing BPM-derived Smart Process Applications to solve numerous challenges in customer experience.
This report has surveyed more than 300 respondents, representing companies of various sizes and turnovers. Interestingly, government organizations too had a considerable presence in this list as they accounted for more than 30 percent of respondents.
Smart Process Applications (SPAs) help companies to derive useful information from the content associated with a business process. Users can then archive, modify or share it as according to their needs. According to the report, companies are relying more on these technologies as they are pressurized by customers to provide them a swift, accurate response.
But there seems to be a good awareness about case handling systems as more than half of respondents (58 percent) consider that to be a vital tool in their customer experience management. According to the report, the biggest problem with current day customer experience systems is the lack of a single view of the customer.
Doug Miles is AIIM's Director of Research and comments on the findings, "Adaptive or smart business processes are already producing good results for early users. For its broader and widespread potential to be realized, the research suggests that managing input across multiple channels and routing it automatically to the case file is the single biggest benefit – a necessity to impact Customer Experience Management." Doug continues, "Most surprising though is the challenge still presented by mobile. Not just mobile access to content but interacting with case processes from mobile devices."
Recently, the company conducted another survey in partnership with Crawford Technologies where it focused on worldwide trends in high-volume transactions across industries. The survey revealed the shocking fact that only 44 percent of organizations save exact facsimiles of customer communications.