Customer Process Management (CPM) merges the domains CRM and BPM. It effectively and efficiently manages customer contacts and the processes that follow as a consequence. CPM aims at an increase in customer satisfaction, productivity and operating profits. One of the indicators that will improve by CPM is the First Time Right ratio. The higher this ratio, the better it is.
According to the CPM methodology customer contact employees, or CSRs, have access to all relevant customer data and history during the moment of contact. And, when the moment of contact has finished, the CSR is able to start up a workflow. When customer data is integrally presented to the CSR, he or she is able to see, in a blink of an eye, what the customer has been buying and what not, what has been communicated and what action has to be taken and so on. In addition procedures have been defined for each process that follows after a customer contact moment. A CSR always knows what to do and when to do it. It will prevent a lot of errors and contributes significantly to First Time Right.
The availability of relevant customer information has more advantages than doing things right the first time. When things don't go wrong productivity increases. One can handle more contacts per hour so the Average Handling Time ratio will decrease. The employees do not have to ask all kinds of questions just for identification in order to correctly service the customer. The info is already there. How big of a chance is there to make any mistakes?