Reaching your strategic goals and generating value for customers are both dependent on two things: meeting performance targets and the effectiveness of your services.

In turn, performance is reliant on processes operating correctly as the conduits through which value is exchanged between you and your customers.

Using recognised design and process modelling practices, Ascentia can help you think things through, see what’s important and ask the right questions when aligning services and processes to your strategy and customer needs.

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For your business

• Visualise your end-to-end processes as part of optimising performance – positive bottom-line impact and grow your market share

• Focus on what is important – achieve more with less effort. Reduce costs, service cycle-times, and prevent errors and duplication of tasks

• Map out your customers’ digital footprints as they interact with your processes and systems to quickly identify bottlenecks and constraints

• Zero in to eliminate inefficient processes across the business that should be redesigned or automated using process mining techniques

• Simplify compliance, with full audit trails – enable continuous improvement

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For your customers

• Increased customer satisfaction when you build a single unified view of your customer journeys, their personas, purchases, interactions, and behaviours

• Improve quality of service – gain the ability to influence your customer behaviours and interaction when analysing and tracking your own service and process performance

• Enhance customer experience by streamlining communications and reducing service defects resulting in faster service turnaround times

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For your people

• Less stress and stronger sense of purpose and achievement when people focus on value-add services rather than fixing problems

• People relate more to their key performance indicators (KPIs) when processes are mapped out and communicated

• Stronger collaboration between your people, customers, partners, and suppliers with seamless interaction between services, processes, and systems

• Service design and end-to-end process maps complement People Capability Maturity Model (People CMM) analysis to identify changes to people management practices when transitioning to new services and systems