What is Business Process Automation? According to Wikipedia, “Business process automation, or BPA, is the strategy a business uses to automate processes in order to contain costs. It consists of integrating applications, restructuring labor resources and using software applications throughout the organization.”
We here at Crow Canyon Software have seen that using our SharePoint applications “throughout the organization” can contribute substantially to lowering costs and increasing efficiency, while providing better service to employees and customers. These applications include IT Help Desk, Customer Support, CRM, Facility Management, Asset Tracking, and many other programs that automate business process.
Our initial conversations with customers frequently involve discussing how their email or Excel-based help desk or customer support solution is not working well, with lost calls, unfulfilled requests and slow response times. Employees and customers are not happy with the quality of service they receive.
In other cases, customers tell us about the complex, expensive, custom solutions that were put in place, but now are outdated or too much trouble to use. These programs often need updates or revisions due to changes in the businesses, but the costs of doing that are prohibitive. They come to us to find a more reasonably priced, yet fully effective, solution.
Our SharePoint applications, which use Infowise Solutions components, are able to provide cost-effective, efficient solutions to many business processes. We have improved the support and service at organizations throughout the world. For example, one company manufactures and services specialty computers. When there is an issue with one of these computers, their customers call the company’s support center. Our Service Request software for SharePoint manages these issues, problems, and requests.
If the Support Rep cannot solve the issue over the phone or by email, the next step is to have the specialty computer shipped to the manufacturing plant for repair. In our system, the Support Request is escalated to become a Service Ticket. The Service Ticket involves tracking the issue – shipping the computer to the factory, doing the repair, and sending the fixed computer back. The Service Ticket incorporates processes such as approval to ship the device, intake, analysis of the problem, generating a quote for repair, and tracking the computer through to its return to the customer.
We have many examples like this of our SharePoint software improving and enhancing business processes. Through the use of Infowise components along with enhanced custom coding from Crow Canyon, we are able to extend the power of native SharePoint. Our SharePoint applications are adaptable and flexible enough to provide a wide range of Business Process Automation capabilities. Our customers are able to provide better service, quicker turnaround times, higher productivity, and more satisfied employees and customers while lowering costs.
Scott Restivo
Crow Canyon Software
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