The way people engage with processes is changing. People are shifting toward increased usage of social media techniques and rich media to make business decisions, and this is evident in numerous service delivery workflows that span both inside and outside an organization. This can add efficiency and productivity to getting work done.
But there is a downside. When workers collaborate across multiple communication mediums, making decisions, and working through issues, the organization often doesn’t have a record of this information, which is inefficient and makes it extremely hard to ensure it is meeting regulatory requirements and internal information governance mandates.
Organizations are working hard to set up environments where the process workarounds (untamed spreadsheets and Access databases) are reduced, and communication mechanisms are provided within a controlled environment. The new process automation and case management solutions provide these capabilities by offering integration with information sources, virtual workspaces, and collaboration and communication tools to give knowledge workers what they need to do their jobs. They also capture instant messaging, email, and content sharing within the context of a process or case, and manage that information so that it can be retained and retrieved in accordance with the organization’s retention policies.
In addition to this, there is now a variety of new devices being used to access information in a way that was not possible before. The current generation of knowledge workers is likely to be very connected, and want to engage with their work across PCs, laptops, tablets, and mobile devices, whenever they want. So organizations are working hard to create multi-channel on-ramps and off-ramps to capture and present information in the way users want to see it.
Finally, this current generation of knowledge workers is far more self-sufficient in accessing information over the web than previous workers, and gravitates to self-help as they can often find a resolution how they want, when they want, and on the device they want. So in many workflows, especially those engaging customers or other third parties, organizations are providing more knowledge-base, FAQ, and self-help capabilities to make it easier for users to search and find information on their own.
Now organizations must expand how they engage with users, inside and outside the firewall with multi-channel and multi-device solutions, and capture and retain information across all channels. The new generation of BPM solution vendors are responding with new solutions to make this far less complicated and far more cost-effective than before.
Want to learn more? Visit www.opentext.com/evolutionofbpm
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