BPM in multi-media

• Accelerated application development
• Automated work flow
• Automated exception handling

• Visual management
  and metrics
• Unified front end

Challenge

• Product launch planned with key B2B partner but value of target market was difficult to predict.


• Marketing a new service through a third party email campaign; delivering end-to-end business process to support this.
• Limited budget to deploy a low volume pilot project to prove marketability; design had to allow for incremental investment to scale quickly for production.
• Disparate business departments with different priorities and interpretations of requirements for product launch.
• New client sales approach, first time this client had generated sales leads through a web interface rather than telemarketing; required new thinking.

Project Scope

• Overall new process required to bring together sales, technical, provisioning, back office and customer services.
• Defined and built a robust business process which could be scaled up as needed; business process included all possible exception handling.
• Aggressive approach to process engineering and design eliminated inefficiencies and ensured scalability.
• Pilot was launched effectively and provided valuable feedback to business about how to progress with the ongoing campaign.

Business Benefits

• Captured existing process; produced well defined and documented new business process.
• Minimised manual activities in the process; including all all inefficiencies and waste.
• Reduced sales set up costs (cost per new customer and cost per unit sale) by over 90%.
• Introduced metrics to enable efficiencies to be measured. Additional measurement reports included:
  
  • conversion rate; email to sale
  • product preferences; e-basket product placement
  • pricing strategies; sales conversion / uplift
  • market & business intelligence; trending analysis