Success principle: business process integration
Communication Enabled Business Processes (CEBP) simplifies your processes by integrating communication features in your existing IT application world. The user is supported rather than restricted.
Usually, employees of a company have multiple systems in use, which they use, for example, for data maintenance or ordering, e-mail programs such as Outlook, instant messaging or CRM systems for better customer understanding. Although a company offers its employees different ways to communicate, they usually have to switch from one application to another, which takes time and means that the employee cannot concentrate exclusively on talking to the customer. The flow of work is interrupted. The conversation falters. In addition, data has to be maintained manually or laboriously transferred from one system to another. This is an additional effort and it is not uncommon for information to be passed on incorrectly or incompletely.
Through business process integration, different CRM, ERP or other industry solutions used in the company can be connected to a common leading application. For example, when a call comes in, all relevant information about the customer is displayed directly and an employee can switch directly from the conversation window to another application.
Rethinking and integrating established processes is undoubtedly a challenge. After all, they have generally grown over the years and employees are used to them, even if it sometimes means repeated program changes and repetitive work. Consideration in changing well-established process structures are often overlaid by numerous concerns. However, even though these processes primarily serve a purpose, the added value that arises from a technical and user's point of view due to business process integration should not be underestimated.
Edit and process information and transfer these to other programs. Create more time for discussions with the customer.
No need anymore to constantly change applications. Easily open the most important programs from a leading application.
Employees can save information instantly so that other colleagues can also benefit from it when needed.
In 2014, the well-known manufacturer of shoe polishing machines decided to connect the company's existing business processes with a unified communications suite in order to bring its different applications together. During the implementation of the project, Heute GmbH was supported by the estos Expert Partner, Möller Telekommunikation, and trusted the many years of experience that estos has in the area of business process integration (CEBP).
Products used: ProCall Enterprise, ProCall for Mac, ProCall Mobile, MetaDirectory, ECSTA Series
Business process integration can provide numerous added value for a company and increase daily productivity. For this to be possible, the individual customer scenario must be precisely analyzed so that suitable interfaces can be identified.
This requires a lot of precision in advance. Here we also offer our partners support. Since 2015, estos has added accompanying technical services to its portfolio, from basic packages for installations to special packages for system compatibility checks or multisite scenarios. For each customer scenario, appropriate services are available and the customer has the assurance of being able to optimally use all the features. This is especially important for successful business process integration from the customer's perspective.