Case 2: BPR for the complaint reduction
Client Description
- Industry
- Real estate
- Task Category
- Call center
- Team Size
- Approximately 10 people
- Applicable Model
- BtoC, BtoB
- Task Description
- Customer reception by telephone and sharing of information with sales representatives
Background
Information sharing was delayed due to inefficient business processes.
Although communications with customers were handled without any problems, delays in subsequent information sharing to sales representatives resulted in numerous complaints from sales representatives themselves.
Solutions
Optimize business processes and task assignments.
Utilize BPMN
It clarified which parts of the operational systems were difficult to use. In addition, unnecessary duplication of processes and non-optimal task assignments were found to exist.
Reassign tasks
Each staff member’s AHT (Average Handling Time) in each process was measured, and tasks were reassigned according to their areas of expertise. In addition, unnecessary processes were reduced by changing operational systems.
Service Used
BPRescue
Consulting service which identifies issues and analyzes the causes of such issues using BPMN* to suggest improvement measures most appropriate for the client.
*BPMN (Business Process Model and Notation) is a method of representing business processes in diagram form.
