SEQUENCE CEBP for Communications Enabled Business Processes

PNMsoft with its business partnerships with the leading providers of Unified Communication providers have introduced the integration of unified communications into Business Process Management - SEQUENCE CEBP - the next generation of technologies to assist the enterprise with easy to use power technology to aid transformation and collaboration, i.e. where Retail and Service organizations want to dramatically improve their communication with customers over the web, via the mobile as part of a B2C process.

Business Process Management (BPM) is the concept of synchronizing and executing work items through a multi-step process. The items are identified and tracked as they move through each step, with either specified people or applications processing the information.

Why specifically for transformation and collaboration?

Very few business processes have been automated sufficiently to handle the way people work or how transactions are really completed. The main reason is really quite straightforward - it's about people. The people that created the systems in the first place; the analysts, the consultants, project managers all get involved in creating a narrow but functional system and immediately hand it over to the business. The department that runs the system (or process) is left with whatever was provided and they have to make it work, because that's all they have. Many organizations striving for efficiency and greater collaboration typically make their systems work by utilizing:

1. The spreadsheet (the poor man's development tool)
2. Existing communications channels (email, IM, phone, mobile phone, SMS, etc.)

In the past, none of these enabling technologies, have successfully been woven together to provide an efficient and repeatable process, which could have offered a suitable platform for transformation and in particular collaboration.

One of the greatest difficulties in transforming an organization to be agile and responsive to the demands of a modern business, is how to harness the existing infrastructures to be the platform for driving efficiency, team working and greater governance. The systems designers didn't take into account how people worked or how transactions get processed or what company governance needed to be maintained - with SEQUENCE CEBP ® we are now able to provide the company business analyst with a capability to describe the customer support process in a flowchart based designer, with process steps and rules to determine the communication methods (email, text, mobile phones etc...); individually designed steps are created and deployed automatically, in a web environment, using a set of wizards and ready to be used by the company's customers, that weaves together processes which involve people, communications and systems

By using PNMsoft's SEQUENCE Business Process Management suite with Unified Communication technologies to ease the flow of the communications activity in an efficient manner, you are moving towards an infrastructure to support a transformation and collaboration agenda. An example of use such as in the HealthCare sector to support requirements such as:

1. Medication reminders
2. Appointment reminders
3. Shift fulfillment and temporary worker management

SEQUENCE CEBP promotes enterprise responsiveness and customer satisfaction by empowering employees, business partners and customers to personalize the way they interact with business systems and applications based on the accessible communication channels and networks available to them in at the moment of need. An example in the Services industry would be in:

1. Automatic ticket dispatching
2. Service fulfillment scheduling
3. Expert collaboration at the point of service

SEQUENCE CEBP provides business managers with dashboards to view in real time the performance of a business process. The performance monitoring and subsequent simulation modeling, allows for the optimization of service levels. It is also an effective way to share understanding with a client about the goal and SLA's. Vertical sectors such as in the Financial Services Industry in managing:

1. Customer loan and claim status updates
2. Multi-channel interactive self service

SEQUENCE CEBP utilizes interactive forms with integration into existing systems, to minimize entry errors and user frustration. This is achieved with technology that will assist in make better decisions by managing the content and processes that drive your business. Tools that enable the full-spectrum of connectivity needed to simplify your critical and everyday decision-making tasks; with powerful options to enable users the maximum flexibility in taking an existing business process and converting it. An example with Human Resources focused requirements such as:

1. On-boarding & off-boarding of staff
2. Travel approvals
3. Expense approvals
4. Time card reporting and approvals

SEQUENCE CEBP is an easy-to-use, flexible infrastructure to customize business processes and provide compliance for service level agreements (SLAs). The user interface has a familiar Microsoft® 'look and feel,' enabling users to immediately participate as business processes interacting with people through Outlook, SharePoint and the Cisco communications infrastructure.

The goal of SEQUENCE CEBP is to underpin a transformation and collaboration strategy with technology that interacts between business processes and communications

About PNMSoft:

PNMsoft was founded in 1996 by experts in human workflow processes and specializes in Business Process Management (BPM) and Workflow Automation solutions for business users. The company is a multi-national enterprise with its headquarters in the UK and a global network of business partners and associated offices. PNMSoft offers the best and quickest ROI for Enterprise and High-end midmarket organizations seeking a high-end BPMS based on the Microsoft stack.

PNMsoft is noted for looking beyond pure software issues, towards concerns such as customization and fast ROI. The company has forged close and long-standing partner relationships, particularly with Microsoft, which has appointed it a Microsoft Gold Certified Partner and the Partner of the year 2009 award finalist. PNMsoft is also a member of the Microsoft Business Process Alliance. PNMsoft was awarded Gartner's 2010 BPM Cool Vendors Award and Deloitte's Fast50 List.

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