Business Process Automation

Business process automation (BPA) is defined as the automation of complex business processes and functions beyond conventional data manipulation and record-keeping activities, usually through the use of advanced technologies listed below.

Business process automation, also known as business automation or digital transformation, is the technology-enabled automation of complex business processes. It can streamline a business for simplicity, achieve digital transformation, increase service quality, improve service delivery or contain costs.

Customer service workflow scenarios

Why improve customer service processes?

Workflow automation provides the following benefits in Customer Engagement Management.

  • 90% greater year-over-year increase in first contact resolution rate.

  • 83% greater year-over-year increase in customer satisfaction rate.

  • 62% greater annual improvement in average customer profit margin.

  • 3.1x greater annual increase in employee engagement rate.

Improve call centre ticket resolution

Outstanding customer service requires customer contact centre's to be highly responsive to customer issues, thorough and quick to achieve resolution. By automating call centre processes, organizations can ensure that tickets are resolved in a timely, attentive and respectful way.
Use the Nintex Workflow Platform to:

  • Quickly capture relevant information on a customer issue and route tickets to the appropriate specialist.

  • Quickly locate, assess and update the status of support tickets.

  • Integrate with knowledge bases to provide faster and more accurate responses.

Optimize call centre processes

Contact centre's are made up of labour intensive, repetitive, high volume processes. Lost seconds on every call translates to higher costs, frustrated inbound callers, inconsistent customer service and lost sales. Use the Nintex Workflow Platform to:

  • Build a knowledge management system for the call center staff to research and resolve customer issues including identity verification, question clarification and issue escalation.

  • Assign tasks to employees.

  • Forecast call volumes, make service level adjustments and schedule service employees.

Capture feedback

Survey results from customers, partners, or employees provide organizations with invaluable information, yet paper-based surveys can easily be lost or inadvertently thrown away. Automating a survey or feedback process ensures that insights and feedback are digitally captured and sent to the right people in the organization. Use the Nintex Workflow Platform to:

  • Create and schedule Net Promoter Score surveys that capture feedback on a regular cadence (i.e. 60/90 days post-purchase).

  • Route survey information to the right people in the organization.

  • Store the survey data in a central, secure repository.

Improve constituent engagement with streamlined communications

Cutting through the communications clutter that constituents and agencies are exposed to regularly is no easy task and can require a customized communications strategy. Improve constituent engagement by targeting communications and addressing audiences in a timely manner. Use the Nintex Workflow Platform to:

  • Streamline document management systems.

  • Protect confidential information.

  • Reduce manual, paper-based communications.

Low code process automation

Rapid Forms Development for Data Capture

Business User driven Workflow platform

Business Process Automation - Casestudy

Majid Al Futtaim - Business
Process Automation Project


Technologies We Used in
Business Process Automation

Knowledge Base

How it Works

Business process automation is the use of technology to execute recurring tasks or processes in a business where manual effort can be replaced. It is done to minimize costs, increase efficiency, and streamline processes.

Automate Processes, Forms, and Rules. No Coding. Drag & Drop. Get Started for Free! Increase Productivity. Reduce Paperwork. Streamline Processes. Improve Compliance. Smart Alert/Notifications. Competitive Pricing. Save Time and Cost.

Applying BPM can ensure that standard procedures are defined and followed for common day‐to‐day activities, and can help manage the soft resources (information, data, labor assignment) and hard resources (equipment, material) that are relevant to those activities. BPM can also help automate routine yet repetitive tasks or support the individuals whose expertise is required for non‐routine tasks. For example, organizations often generate large amounts of paperwork from routine internal activities since data must be generated, shared, and stored on a regular basis. The processes involved can be quite complex and add yet another complication to new employee training.