Customers’ live online – but does your product or service?

Sep 19, 2018

Now, more than ever, people live their lives online. Dating? Website. Wedding? Digital invite. Pregnancy? Social media broadcast. So, if they’re comfortable living their lives on the Internet for all to see, why would their purchasing behaviour be any different.

Funny thing. It isn’t.

Product research? Comparison sites. Order? Digital shopping cart. Payment? Online banking. Customer service? Chat bots. The list goes on and on.

So, if your customers are turning to the web for their daily affairs, then you’re obviously doing the same with your product and services, right? Making transactions and inquiries seamless all the while. Right…?


So, naturally, you as management have got to do something about that to stay competitive. And, that something starts with an in-depth review of your company’s processes. Why? Because, your go-to-market strategy, sales, and delivery logistics, can only be as efficient and effective as your company allows them to be.

In this article, you’ll see why you need to start thinking about process architecture and modelling day and night. As a result, it will become clear why continuous corporate improvement should be the three words you utter before bed each evening. And, the three simple benefits of smart business process architecture below will reveal ways in which process improvement can help you take back your company and champion its success.

The three primary benefits of improved business process:

  1. Faster Response Times

Digital or not, things often seem to take longer than they should. It has little to do with unskilled workforces or low staffing volumes. Rather, the problem of corporate sluggishness lay in poor process prioritisation and lack of automation through digitalisation. These two issues can both be solved for; however, through business process improvement.

Does your firm have difficulties following the latest trends in IT and adapting these to better the customer experience? A clear understanding of your manufacturing, service, and delivery workflows is only possible when a serious assessment by skilled data analysts and modellers is undertaken.  Then, and only then, can the old way of doing things be stripped down to the core, modernized, and streamlined. When this happens, past pain points become clear; priorities change, and processes become automated to prevent future delays.

  1. Smarter Investments

Nowadays, a lot of companies have gotten too big for their britches and can’t see past their corporate spending waste lines, pun intended. All too often, middle management is faced with inefficient programs, minimal means, and unsatisfied customer cases – each a symptom of a much larger problem: a total lack of process. These issues fester, disgruntling their staff, further affecting management’s ability to perform as it ought to.

Poor data quality, and manual ‘fixes’ mount as a result, further bogging teams down. In a bid to move their group forward, managers are willing to spend money on the first company with a ‘solution’ to come along. But, what they end up getting, more often than not, is an off-the-shelf software that costs them big time.

Why? Unsupported and non-empowered, they become desperate to solve for the symptoms – in an attempt to placate expectations and show progress.

But a quality investigation into the old or lacking processes could have identified the root of the problem much earlier on, preventing unnecessary knee-jerk reactions and  needless costs. In turn, companies and their teams become smarter, and their savvy operations pave the way for management to move ahead with their mandates unhindered and safeguarded against the temptation of spending on opportunistic band-aid solutions.

  1. Greater Market Share

When your departments and divisions can turn on a dime, they’re considered to be agile. And the more agile a company is, the faster it can respond to market demands. The faster they respond to the market, the better they can prioritize their tasks, offer sought-after good and services, and meet demand with adequate supply. It’s really that simple.

But, smart prioritization needs atomization in order to preserve the fast pace necessary to outmanoeuvre competitors – especially when SMEs grow into multinational identities.

Once the corporate fat is trimmed, and the analog market approach done away with, then and only then, should your competitors truly start to fear you. Because at this point you’ll be in front of the customer who is browsing online for your product in service.

Find yourself intrigued by the above? Want to learn more? Check out our website/blog/etc. (ENTER CALL TO ACTION HERE)

And, if you’re still not sure how to explain to your friends on The Board why you’ve suddenly renewed your passion for these business fundamentals, tell them this: business process improvement is only necessary if you’re looking to grow the bottom line and outshine the competition.

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