Time is money and customer service is critical, so we’ve pulled together three quick tips to help you on-board your customers more efficiently and effectively. Now you can save money, improve overall customer and employee satisfaction, and gain a strategic advantage over your competitors.

#1 – Select a flexible business process management suite
Out of the box solutions for your new client on-boarding process aren’t going to give you the competitive edge that you need. Business process management allows you to build a customizable new client on-boarding process that is agile enough to allow you to evolve and change the process over time. For example, OpenText BPM integrates into your existing systems, giving you the ability to

• mask the complexity of underlying legacy systems
• create an aggregated view of client information across multiple systems and departments
• streamline and manage the best process for your success
• monitor inbound workflow with ease, providing you complete visibility into the status of a new customer’s progress
• improve customer service

#2- Get the right people together and collaborate
Process improvement will only be as good as the people, knowledge and skills that are brought to the table to implement the transformation. You need to capture the current on-boarding process and understand the people, process, systems and technologies that it involves. The best approach is to identify key stakeholders and understand the bottlenecks and why they occur before you start to remodel your process. From there you can analyze and determine the best approach for improving and automating your new process.

#3 – Monitor and report on your process
You will never know how much you have improved without setting a way to monitor and report on your process. Having visibility into your process is critical to your ability to control and manage your progress. You no longer have to worry about reporting on several regulatory mandates, including Know Your Customer (KYC), because BPM allows you to capture both your human-centric and system-centric processes. With these tools you not only have a holistic picture of how your organization’s on-boarding process is executed, but see down to the granular level details about a specific process, system or technology involved. A BPM suite with dashboard capabilities takes monitoring and reporting to a whole new level, giving you complete 24-7 visibility into every aspect of you process.

New client on-boarding doesn’t need to be headache
Long, unnecessary processes will hinder your organizations ability to on-board customers quickly – resulting in lost business to competitors. Investing in a robust, flexible BPM suite allows will help you automate and streamline key processes and dramatically improve your organization, resulting in increased ROI, higher productivity, better turnaround and more profitability.  

Do you have tips for improving new client on-boarding? Post a comment and share them.

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Metastorm BPM acts as a process orchestrator across a variety of its systems – including its FICS commercial servicing system, email, and its imaging system. Since adopting BPM technology, the company has reduced paper, improved collaboration between regional offices, and become more agile in its ability to respond to change and focus on process improvement.

For more information on this announcement, read the press release.

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The $12-billion business adopted the Metastorm BPM Suite® and Metastorm ProVision® to achieve a high degree of control over its most sensitive and critical business processes, and to have a single process layer that ties together its various applications with the human-centric tasks they support. With both solutions, the customer was able to align strategic objectives with execution results, according to Mooney. “They started with the architecture piece and identified what areas of the business they wanted to improve. Then they brought in BPM to execute the identified changes. They addressed sales-order processes, which dropped losses from 8% to 1%, and field supply management to transmit real-time information to the gas stations with a customized version of the software.”

In addition to these benefits, their new architecture allows them the flexibility to adapt to market conditions and change processes very quickly. This new ability gives them a strong competitive edge that they didn’t have before.

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The firm chose Metastorm BPM to streamline the New Business Intake procedure, and then to further automate its Conflict Approval procedure. Using Metastorm, the firm also is striving to become a more paperless practice, broadening its process capabilities, and enabling it to improve productivity and optimize resources.

The law firm’s business users immediately embraced the automated New Business Intake Process for its success as a green initiative, and soon afterward celebrated the new process as being infinitely more efficient and easier to execute than the previous cumbersome paper process.

The firm reports that since automating its New Matter Intake Process with Metastorm BPM, it has experienced a significant decrease in its overall paper usage–adding to the firm’s endeavor to ”go green” and reduce its hard costs. Users have benefited from the time-savings associated with automation, as cumbersome paperwork is no longer manually routed through the firm’s three locations. Furthermore, human error has been greatly reduced with the implementation of mandatory fields and data validation. The newly auditable and fully visible work environment has not only eliminated the problems associated with missing or incomplete paperwork, but has also expedited the entire process since any matter can be elevated if not addressed in a timely manner.

Ultimately, because of the agility created by using Metastorm BPM, the firm is serving its customers’ needs more quickly and efficiently–allowing attorneys to continually focus on their clients, not on paperwork. As it looks to the future, the firm plans to continue its endeavors to experience process improvement in other areas of its firm.

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The company was looking for a BPM solution that was stable, flexible and supported a wide range of interfaces. The company had previous experience with BPM software that ended with its server crashing several times while processing a large number of daily mission critical transactions

Since the company had already been effectively using Metastorm software, they decided to use Metastorm BPM to automate several of its processes including: sales order automation, product operations management, and invoice to payment. One process that was especially successful was the fuel supply management process.

This process monitors and transmits real-time information about fuel delivery to gas stations using a customized Metastorm BPM process application. Prior to Metastorm, all work related to fuel expedition from the warehouse and the fuel delivery to gas stations was done manually by a significant number of employees with considerable operational costs. Now using Metastorm, the process is managed through the integration of Metastorm BPM and Oracle. Gas stations can now be supplied without a person in attendance, fuel stock information is now registered automatically into its ERP system in real time, and fuel receipts can now be electronically signed by people in different geographic locations without having to send the original paper documents across the country.

As a result of this automation, the oil company has increased control over fuel delivery process and reduced manual work by more than 70%. Additionally, operational losses have been reduced by more than 5% per month to less than 2% per month, and it has decreased the number of human errors related to fuel reception recording and time spent on fuel reception procedures.

This is just one example of how the company leveraged Metastorm BPM, and it plans to expand its use of Metastorm BPM in other business units.

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