Skip to the main content.
ICX-LOGO-1

What We Offer

We drive business growth by improving operational efficiency through process optimization, smart automation, and cost control. Our approach boosts productivity, reduces expenses, and increases profitability with scalable, sustainable solutions

Customer Experience

We design memorable, customer-centered experiences that drive loyalty, enhance support, and optimize every stage of the journey. From maturity frameworks and experience maps to loyalty programs, service design, and feedback analysis, we help brands deeply connect with users and grow sustainably.

Marketing & Sales

We drive marketing and sales strategies that combine technology, creativity, and analytics to accelerate growth. From value proposition design and AI-driven automation to inbound, ABM, and sales enablement strategies, we help businesses attract, convert, and retain customers effectively and profitably.

Pricing & Revenue

We optimize pricing and revenue through data-driven strategies and integrated planning. From profitability modeling and margin analysis to demand management and sales forecasting, we help maximize financial performance and business competitiveness.

Digital Transformation

We accelerate digital transformation by aligning strategy, processes and technology. From operating model definition and intelligent automation to CRM implementation, artificial intelligence and digital channels, we help organizations adapt, scale and lead in changing and competitive environments.

 

 

Operational Efficiency  

We enhance operational efficiency through process optimization, intelligent automation, and cost control. From cost reduction strategies and process redesign to RPA and value analysis, we help businesses boost productivity, agility, and sustainable profitability.

Customer Experience

chevron-right-1

Marketing & Sales

chevron-right-1

Pricing & Revenue

chevron-right-1

Digital Transformation

chevron-right-1

Operational Efficiency 

chevron-right-1

3 min read

Basic guide to Business Processes

3 min read

Basic guide to Business Processes

What's the first thing that comes to mind when you hear the word processes? We all have a basic notion about what processes are since we run different processes daily. In business, we must go one step further and think about process improvement; that is, how to perform them more efficiently to increase productivity.

However, to improve the processes and have a direct impact on the results of our business, we must identify and differentiate the critical processes of the business models from the support processes. While this may seem like an easy task, analyzing the context and determining the best way to approach said analysis requires expertise. Organizations must be proactive in identifying, evaluating, improving, and controlling the processes that contribute to competitive advantage. 

Why is continuous process improvement important?

In most cases, the critical capabilities and resources of companies tend to be generic or very easy to copy. The most exclusive thing a company has is its processes, so if an organization does not improve on them continuously, it becomes prey to the competition. At least one competitor - not to mention everyone - makes improvements to their processes regularly, since they understand that to succeed in today's business world they must be able to generate their value proposition more efficiently.

If you face the following scenarios, you should consider analyzing your processes.


Recurring customer complaints

Badly designed or poorly executed processes negatively impact efficiency and customer experience. Products or services of poor quality, breaches in delivery times, among others, will result in dissatisfied customers. An unsatisfied customer means the loss of a valuable opportunity to generate good references, in addition to losing the possibility of making recurring sales.

Unmotivated collaborators

Inefficient processes discourage collaborators. Who wants to be part of a system that induces frustration? Poorly designed processes may cause the morale of your employees to decline since they may feel that all their efforts are offset by the typical inefficiencies in the processes. These inefficiencies, among others, are duplicate jobs, unidentified bottlenecks, and the possibility to have nobody know where his or her responsibilities start and end.


Loss of productivity and efficiency

Do your costs increase over time? Inefficient processes cause a waste of resources and loss of productivity. Bottlenecks, inefficient workflows, and ignorance of the inputs required to execute the process may all take place if you have inefficient processes.


Loss of competitive advantage

Do you feel you are losing the battle with your competition? Most likely, your processes do not permit you to create a sustainable competitive advantage over time, which is probably why you are failing to move faster and taking longer than your competition to achieve results.


What types of processes can be improved?

Any type of process can be improved, from the most strategic one in the value chain, to the support processes. It is important to make a difference in the formality of the processes since they are always present in every organization, formally or informally.

Formal processes are those that are identified and documented in such a way that each activity is detailed. They are especially important as they are associated with customer or employee safety considerations, legal issues, financial considerations, and other critical functions. In these cases, it is important to follow particular steps to execute your work.

Informal processes, on the other hand, are created by individuals and groups within the organization to complete certain tasks. These processes are not documented but are important to achieve the company's goals.


What are some of the best practices for process improvement?

Having the intention to improve your company's processes is not enough. You need to execute certain activities correctly. Here are some good practices to gradually improve processes over time:


Map the process

Once you determine which process should improve, document each activity by using a flow chart or any other tool. Identify each key step in the process by exploring each phase in detail, since each activity includes particular tasks. Involve people who run the process regularly so that no detail is left uncovered.


Analyze the process

Use the map of your process and evaluate the following factors:

  • What issues cause frustration in employees and customers?
  • What tasks generate bottlenecks?
  • What causes an increase in costs or a decrease in quality?


Design the process

Once the process is analyzed, it is time to make changes that eliminate the identified problems. Work with people who are directly involved with the process as they always have the best suggestions to improve it. Involving staff is beneficial since they will feel more empowered and have less resistance to change. At this point, it is worth mentioning that depending on the complexity of the process, it may make sense to make an impact analysis to understand all the effects of improving the process.


Acquire resources

The next step is to acquire the necessary resources to implement the new process. Make a list of everything you need, including guidance from senior management or colleagues from other departments such as finance, IT, and human resources. Contact each group to make sure they understand how the new process will benefit the organization.


Implement and communicate the change

Improving business processes may require changes in current systems and equipment. Consider taking a pilot test that allows you to learn about potential problems. Keep in mind that changes are not simple for employees or teams, so you may face resistance to change.


Evaluate the process

Once the new process is implemented, follow up to verify that the improvements have the expected performance. Monitoring the process allows you to anticipate any problems that may occur. Review with the people involved in the new process how it works and if new changes are required.

 

Consultoría-gratis-modelo-negocio

GET SESSION 

Content added to ICX Folder
Default Save Save Article Quit Article

Save for later

Print-Icon Default Print-Icon Hover

Print

Subscribe-Icon Default Subscribe-Icon Hover

Subscribe

Start-Icon Default Start-Icon Hover

Start here

Suggested Insights For You

What is Business Process Model and Notation - BPMN?

What is Business Process Model and Notation - BPMN?

When it comes to graphically capturing operational flows in a company, many people are faced with a dilemma when choosing a methodology.

What is a Business Process Manager (BPM) and what is it for?

What is a Business Process Manager (BPM) and what is it for?

In today’s business world, where everything changes at lightning speed and adaptability is essential, effective process management has become...

Map your business processes and boost business efficiency

Map your business processes and boost business efficiency

Picture this: your business is a bustling city, full of energy and potential, but somewhere beneath the surface, the roads are tangled, traffic is...

ICX SUBSCRIPTION
Come and be part of the latest specific insights provided by our experts

What’s next?

ARE YOU READY?