Business Process Management

Digital has changed the ways customers interact with businesses, as well as how organisations collaborate to deliver required products and services. Customers are expecting seamless omnichannel experiences across all touchpoints with a business they are interacting with, employees are expecting integration across channels and processes to improve their efficiency and businesses are expecting technology to improve profitability while delivering better products and service quality.

The digital experience is not a singular event. Adding a website or a mobile application to existing channels of interaction is not sufficient to enable users in the virtual world, it may unwantedly create complexities for users and the business. User experience journeys must be holistically reviewed to ensure a seamless omnichannel experience.

Seamless experiences need frictionless business processes to enable its overall product/service delivery. Technology is evolving rapidly and the processes which were not automatable yesterday can now be easily done by BOTs. Assessing business operations with an automation lens helps in creating connected business processes which help improve the overall digital experience. Challenging ‘traditional methods’ and ‘manual interventions’ are critical in reengineering processes for automation.

At BDO in India, we help businesses visualise user journeys and underlying business processes for an omnichannel, customer-centric, digital experience. We leverage our extensive experience in process advisory and our deep understanding of technology to reengineer enterprise-wide processes for the digital world.