“We used them to analyze our telephony infrastructure as well as our workflows.  They did an excellent job.  We have relied on them many, many times and would use them again in the future."

Consulting Services & Expertise 

We offer business process redesign/reengineering  (BPR) for call/contact center processes.  The eService business model requires streamlined, closed-loop process for effective customer contact and self-service.  Business process redesign is often used to help traditional call centers migrate to effective multi-channel customer contact centers.  

Process Mapping is an integral part of our Systems of Alignment™ Approach and the Training Program and Quality Development.

We are very experienced with business process mapping and redesign for service delivery in centers handling order entry, customer service, credit and collections, technical support, help desk applications, and telesales functions.  We use this technique to define end-to-end processes including customer contact, transaction, and fulfillment processes.

Our consulting services include:

• Documenting "as is" end-to-end business and customer contact processes
• Mapping "as is" end-to-end business and customer contact processes to identify:
  • Potential failures at key integration points;
  • Incomplete process;
  • Current service issues;
  • Departmental handoffs and manual workarounds/intervention points;
  • Key escalation points and issues;
  • Customer touch points; 
  • Screen navigation and systems accesses;
  • Opportunities for customer self-service applications - IVR & Web;
  • Requirements for agent information access and desktop functionality;
  • Information technology requirements;
  • Business requirements for Customer Relationship Management (CRM).
• Redesigning/reengineering end-to-end business and customer contact processes for the "to be" world, to include: 
  • Seamless flow by reducing and/or eliminating points of failure;
  • Easy access and usability to multiple and/or legacy systems;
  • Eliminating duplicate handling, multiple handoffs, and redundant steps;
  • Building in up-selling and cross-selling opportunities.
  • Integration of new Technology
• Recommendations for "once-and-done" customer service for a seamless experience through process redesign/reengineering that automates workflows and eliminates manual processing, workarounds, and escalations.

End-to-End Business Process Example

An example of an end-to-end business process flow is mapped for analyses and redesign as shown below:

Customer Contact Process Example

An example of a customer contact process flow is mapped below in which the "as is" is documented, then 
the "to be" is redesigned as shown below:

Customer Contact Process Used in Training Example

An example of a redesigned customer contact process flow is used as the foundation for new hire training and 
is shown below.  For more detailed information on our training offerings, click on Training.

Workflow Process Example

An example of "as is" and "to be" workflow process maps are shown below:

How is Our Approach Unique?

Our approach to business process redesign is unique because we use this approach as a basis for:

• Defining customer contact process steps in detail;
• New hire training;
• Updating staff on new procedures and business processes;
• Quality assurance monitoring - typically defined as meeting a "workflow standard; 
• Defining detailed user requirements from a service perspective - based on customer contact 
  dynamics and transaction requirements;
• Pinpointing automation opportunities;
• Defining processes which need to be redesigned before automating for self-service (IVR or Web);
• Identifying opportunities for customer self-service - IVR and Web-based applications.

We welcome the opportunity to discuss your needs in complete confidence.    

For more information about our other consulting offerings, click on Services & Expertise.

To learn how we can help you, call for a complimentary consultation at 513-792-5700 or contact us at eservice@kramerandassociates.com.

We look forward to hearing from you!

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