No mistake, First Time Right

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.

First Time Right

Customer Process Management focusses at customer contact processes and the continuous improvement of internal processes. As a result customer satisfaction, productivity and profit will increase. One of the indicators that will improve is First Time Right ratio.

Improve Average Handling Time

A valid question for customer service organizations and its managers, is how to improve Handling Time Average (AHT). But by improving AHT customer service representatives (CSR) can lose focus on the main goal of the customer service center: serving customers. So, how does an organization improves its AHT will it still satisfies its customers?

Increase your profitability

Customer Process Management is aimed at continuously improving customer contact processes and the internal processes which follow as a consequence. Its goal is to increase customer satisfaction, productivity and operating profits. By making available all relevant customer information, to customer contact employees or CSR, organizations can achieve these goals.

What is Customer Process Management?

In the field of Customer Process Management (CPM), the principles of Business Process Management (BPM), Customer Relationship Management (CRM) and Customer Interaction Management (CIM) come together. CPM connects back office systems with customer contact processes. Because of this connection, customer contact employees are better able to manage customer contact well and quickly.

CRM + BPM = CPM

Customer Process Management is the merger of Business Process Management and Customer Relationship Management and it has led to a step forward in the area of Customer Interaction Management. Understanding that, why should an organization consider CPM?

Processes which follow on customer contacts, like a phone call, usually extend departments and involves several employees. For exemple, a customer calls or sends an email with a question about an invoice and he or she want to pass on a change in address as well. CPM manages these processes in a flexible, effective and efficient way. As a result, the Average Handling Time significantly decreased.