Communications Enabled Business Processes (CEBP) are software enabled systems which businesses can implement in order to optimise their business processes, by reducing the human latency that exists in a process flow. This involves the integration of communications capabilities within a business with software enabled business procedures, applications and technologies.
The capability that CEBP enables is both between applications as well as between applications and humans. Their purpose is to ensure continuous, real-time communication between the employees, customers, and suppliers of a business, while eliminating waste, re-work and delays.
As communication services evolve and become more complex, business often develops bottlenecks in their business processes or workflows which can cause delays in service or product completion. By applying CEBP, an organisation can eliminate these bottlenecks and improve their workflow.
According to a whitepaper from UniComm Consulting some of the drivers for investing in and implementing CEBP include:
- Optimising Resource Utilisation – Resources, particularly human resources, are frequently underutilised or wasted due to communication inefficiencies. Tools such as ‘enhanced presence’ enable stakeholders to immediately see who is available to perform a task or answer a question, which saves time on sending multiple calls and emails.
- Accelerating Transaction Completion – Most businesses process a number of different types of transactions, from producing and shipping a product, to approving a building plan, or processing an insurance policy. By building communications directly into the workflow of the transaction it is possible to eliminate errors, wasted time and delays.
- Increasing Notification Precision – Within an enterprise, actions and processes are often triggered by external events, such as malfunctions or complaints. In these instances there is often a complex set of rules about who needs to be notified an engaged. CEBP can make sure that the right people are notified and track the communications around the alert or incident from start to finish, ensuring it is dealt with efficiently.
- Faster Information Delivery – Many of the communication events within an enterprise are simply requests for information. CEBP makes it possible to create user interfaces that combine communication tools with information access. This enables access to information such as inventory, data, or diagnostic information, while in the field or working remotely. This can result in improved customer service, faster turnaround times and a reduction in errors and rework.
By implementing CEBP in a company, the business is bound to see better communication and productivity, both internally and with customers and suppliers, as workflow is improved and bottlenecks are eliminated.