5 Reasons to Use Process Management Software for Service Improvement

Colin Claverie at Netcall explores five compelling reasons to adopt process management software for service improvement.

Organisations and businesses are constantly striving to enhance their processes, which in turn boosts their overall service quality.

Process management contributes to service improvement, as services become more efficient through optimised processes.

So, what’s an effective method to enhance processes?

Employing process management software, such as Liberty Spark, which caters to your service improvement requirements.

Centralised Knowledge Management: Consolidate All Your Information

The primary reason is centralised knowledge management.

We understand that various departments or sub-divisions often disperse organisational knowledge. This fragmentation of information leads to numerous challenges.

It is important for training when a new team member joins. They often find that the process maps, last reviewed months ago, do not match the current situation. This can lead to miscommunication. Updating these maps helps make process reviews much easier.

Putting all information and related documents in one place is a big improvement. This makes it easy for all team members to access.

This is achievable only through software that facilitates easy access and comprehension of how processes function for everyone involved.

This approach helps you see, for example, that both the accounting and customer service teams are filling out the same forms.

This lets you fix the problem quickly. By giving access to everyone involved with a document or process, we can avoid such problems. This helps everything run smoothly and efficiently.

And it’s not found in outdated filing cabinets, dusty folders, that lone Google sheet, or in the mind of a team member who’s about to take leave.

Process management software, equipped with access to process libraries, simplifies everything significantly.

Integrated Process Reviews

Another advantage of process management software is that it incorporates process reviews directly within the software, allowing your service to enhance rapidly and significantly over time.

There’s no need to set reminders or organise workshops every other week; just make use of your software’s process review feature.

Software can serve as a reminder when it’s time to evaluate your current processes to identify areas for enhancement. Your decision-making will become swift and straightforward.

With fewer discussions about changes to the budget, expenditures, resources, and fund allocation, everyone can view the same improvement suggestions highlighted by the software during process reviews.

You’ll remain ahead of trends and adapt your business strategies accordingly. Say goodbye to procrastination when it comes to evaluating your processes or conducting that workshop; let software guide you and your team towards the most effective changes.

Prevent Miscommunication With Well-Defined Responsibilities

Another significant advantage of process management software for service improvement is the clear definition of roles.

For instance, technology can delineate who is responsible for each task and what their role involves. Establishing or reviewing a process significantly simplifies the assignment of roles and ensures the right individuals are consulted when uncertainties arise.

Individuals can prevent miscommunication by assuming responsibility, which leads to a much smoother process flow.

Software made for process mapping and management often follows models like RATSI or RACI. These models help assign responsibilities.

This approach improves transparency and clarity for everyone involved. This includes those carrying out the process and stakeholders who want to understand how it works.

Additionally, individuals responsible for specific steps can grasp the necessity of their participation at certain stages of the process.

Your process will run more smoothly. It will avoid common bottleneck issues from unclear responsibilities. This will help reduce wait times.

If wait times do occur, they will be for specific reasons. They won’t just be a normal part of “how the process always is.”

Moreover, your process emphasises roles rather than individuals. For instance, if Mark from Accounting is unavailable or leaves the company, the Associate Accountant role still has specific duties and tasks. This allows you to seek assistance from another person in a similar or higher role if any issues arise.

Designating roles as a standard practice when mapping processes and having a method to analyse and monitor them ensures accountability.

One of the biggest hurdles in managing a project is often the ability to advance tasks. Once a specific stage in the process has a designated role, it becomes evident to everyone who is responsible for obtaining approval and progressing tasks.

Cost Management at Your Fingertips

With process management software, achieving the service improvement goal of cost management has become more straightforward than ever.

Allow the software to perform the calculations for you and prepare the business case on your behalf.

You just need to enter all the numerical data, and let software like Spark execute its functions. It will show you expected revenue. It will point out the difference from your current spending.

It will also suggest changes to lower expenses. You can trust that the calculations are accurate and applicable to each process.

Access Service Improvement Queries Anywhere

Process management software enables you to access your process maps and information from any location.

There’s no longer a need for everyone to physically gather in a workshop once a month to collaborate. With software, you can depend on a cloud-based system, allowing your team to access processes from anywhere, at any time.

This enables team members to work independently on process mapping or reviews. It’s advisable to find software that permits leaving comments and adding information where necessary.

Also, since it is available from anywhere, employees can check it anytime they have problems. This proves beneficial during training sessions or whenever they have questions.

They can swiftly identify the right people to approach for questions if needed, or resolve their own queries by consulting the process maps.

This accessibility also allows you to update your processes effortlessly whenever modifications arise, ensuring they remain pertinent.

Additionally, it enables process reviews to be conducted from any location, and with a solution like Spark, you can experiment with different approaches independently before sharing them with others. This ease of access will contribute to smoother and more efficient process operations.

Service Improvement Leads to Robust Processes

Process management software is designed to facilitate the improvement of your processes, which in turn enhances your service quality.

Although we’ve discussed five reasons for its use, there are numerous additional factors to take into account.

It’s crucial to keep in mind that process management software is crafted to ensure your business operates efficiently.

There’s no need to cobble together process maps and calculations using programs or solutions that fail to meet your requirements. All process-related tasks should be simplified and centralised in a single, unified platform.

This blog post has been re-published by kind permission of Netcall – View the Original Article

For more information about Netcall - visit the Netcall Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Netcall
Reviewed by: Robyn Coppell