Few industries, like aviation and e-commerce, are already making use of BPM in enhancing their customer experience, while others such as utilities, healthcare and insurance are optimizing these processes in parts. For example, a lot of airline companies are partnering with online retailers to provide customers with the ease of buying things on-the-go. Not only that, in case of any cancellations or rescheduling of flights, travelers who booked with these online retailers are getting intimated along with others who made direct bookings with the airline because the retailers have back-end associations with airlines to ensure seamless customer service. In the banking space, several banks are providing its users the benefits of banking on-the-move. The banking applications allows users to open fixed or recurring deposit, order a cheque book, stop a cheque payment, and upgrade debit card, along with other non-financial activities like viewing account summary and credit card details.
Advantages of implementing BPM in organizations are considerable. These range from the obvious such as greater customer satisfaction and reduced churn, smooth flow of accurate and complete information, to the gradual, such as effective sales by automating inventory and promotions planning, better monitoring of vendors and compliance systems, ensuring timely deliveries of goods, and consolidation of disparate channels of reaching out to customers. However, the actual long-term success will depend on how well organizations synchronize enterprise-wide social media monetization strategies, with the agility of their internal business processes and human interaction management.