7 min read

How to self-manage business processes

Por Susana Matamoros | Nov 14, 2023

Business Process

7 min read

How to self-manage business processes

Por Susana Matamoros | Nov 14, 2023

Business Process

Self-management in business processes is not just a passing trend; it is a revolution that is transforming the industry in real-time. In a global study on the implementation of self-management in business processes, it was found that companies adopting self-management strategies experienced an average increase of 63% in operational efficiency and a remarkable 70% boost in customer retention. These figures reveal a radical shift in how organizations approach their business operations and strengthen their relationship with customers.

Table of Contents:

What is self-management in business processes, and why is it important?
Evolution of consumer expectations
Benefits of self-management for customers
Benefits of self-management for the company
Self-management tools
Keys to designing a successful self-management experience

What is self-management in business processes, and why is it important?

Self-management refers to the ability of customers and consumers to make decisions about their own purchasing experience, using the channels and information provided by a company to carry out transactions autonomously. Currently, customers seek and prefer to have control over their purchases or inquiries and expect the flexibility to choose how, when, and where to carry them out.

Self-management transforms the interaction between companies and customers by allowing them to take control of their purchasing experience. This strengthens the relationship and fosters long-term loyalty.

Evolution of consumer expectations

Not long ago, interacting with a company mostly involved one-way communication from the company to the customer. Decisions and information originated from the company and were transmitted to consumers, who played a passive role in the purchasing process. Expectations were rather straightforward: friendly and efficient service was expected, but rarely was personalization or active engagement anticipated.

However, the digital age changed everything. Consumers found themselves with almost unlimited access to information and options. Having multiple channels to seek information, such as social media and even Google itself, opened the doors for them to research products and services, compare prices, read reviews, and make informed decisions without the need to interact with a company.

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Consumers desired the ability to schedule appointments, purchase products, and get answers to their questions on their own terms and schedules. With consumer expectations so high, companies had to adapt and provide options that allowed customers to take control of their purchasing experience. In the end, they realized that to stay competitive and meet their customers' demands, they needed to offer the ability to self-manage appointments, purchases, and other aspects of the purchasing experience.

This shift is not just about providing more convenient service but adapting to the mindset of the modern consumer, who values autonomy and personalization. Companies that embraced self-management recognized that by empowering customers, they could strengthen relationships and foster long-term loyalty.

Benefits of self-management for customers

Self-management in business processes goes beyond offering simple convenience; it provides a range of benefits that redefine the purchasing experience for customers.

1. Flexibility and Personalized Control:
The ability for customers to interact with companies on their terms. Flexibility to schedule appointments, place orders, or manage inquiries at any time of the day provides unprecedented control over the purchasing experience.

2. Personalized Experience:
To achieve this, it is essential to have information about our potential buyers. Gathering valuable data about customer preferences and behaviors allows us to offer personalized experiences, from product recommendations to exclusive offers, thereby improving relevance and establishing a deeper emotional connection.

3. Agility and Instant Responses:
The ability to get immediate answers through chatbots, reservation platforms, and other self-management mechanisms enhances efficiency. Quick resolution of queries and decision-making strengthens customer satisfaction.

4. Empowerment and Transparency:
Providing customers with clear and accurate information about their transactions gives them power and confidence in their interactions. From shipment tracking to account management, customers feel empowered and secure with access to this transparent information.

5. Autonomy in Decision-Making:
By allowing customers to make informed decisions and transact independently, self-management fosters autonomy. This not only streamlines the purchasing process but also strengthens customer trust in the brand.

Exploring these benefits reveals that self-management redefines the customer-company interaction. From increased flexibility to the delivery of personalized experiences, self-management not only responds to modern consumer expectations but exceeds them, creating a stronger bond between customers and companies. This shift in dynamics not only improves operational efficiency but also establishes a solid foundation for customer loyalty and long-term business growth.

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Benefits of self-management for the company

The implementation of self-management in business processes offers a series of benefits for companies. These not only contribute to operational efficiency but can also have a positive impact on profitability and customer satisfaction. Here are some of the key benefits that companies can gain by adopting self-management:

Reduction of Operational Costs:

Automating routine tasks and business processes is crucial for saving time and resources. By eliminating the need for manual intervention at each stage, labor costs are reduced, and human errors are minimized. This not only increases efficiency and long-term profitability but also allows companies to focus on strategic and higher-value activities.

Increased Availability and Speed:

24/7 availability means that customers can interact with the company whenever they want. This not only increases customer satisfaction but also enables the company to reach a global audience and markets that would otherwise be challenging to access.

Personalization and Segmentation:

Obtaining valuable information about customer tastes and preferences allows for the customization of their experience and the provision of specific recommendations, resulting in higher retention and sales. Additionally, by segmenting groups according to interests, targeted and effective marketing campaigns can be conducted.

Data Collection and Advanced Analysis:

A wealth of information is collected about customer interactions with the company. This data is a valuable tool for conducting detailed analyses that allow for a better understanding of customer needs and desires. The collected information becomes a strategic resource for decision-making and product or service development.

Optimization of Employee Productivity:

With the automation of processes through self-management, employees can focus on more strategic and higher-value tasks. This can improve employee morale and overall productivity.

Flexibility and Scalability:

Self-management solutions can be easily adapted and scaled as the company grows or as business needs change. This ensures that the company can stay agile and competitive in an ever-evolving business environment.

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Self-Management Tools

Self-management in business processes is achieved through a set of innovative tools that allow customers to take control of their interactions and experiences. Two of the most valuable tools are appointment booking platforms and chatbots, but we will also look at other key self-management tools for any buyer. These technologies not only facilitate self-management but also enhance efficiency and customer satisfaction.

Appointment Booking Platforms or Meeting Schedulers

Appointment booking platforms allow customers to schedule appointments, meetings, or visits at their convenience. These tools offer customers the ability to select the date and time that best suits their schedule, all autonomously. This not only provides convenience to customers but also reduces the workload on sales and customer service teams. Automatic notifications, reminders, and confirmations ensure that appointments are kept in order. Examples of the use of these platforms go beyond the real estate sector; airlines use them to schedule flights, medical clinics allow patients to schedule appointments, and educational institutions facilitate scheduling tutorials and conferences.

Chatbots and their Role in Self-Management

Chatbots:

Chatbots are software programs that use artificial intelligence to interact with customers. They provide a personalized experience by offering instant responses to common questions and guiding customers through the purchasing process. Chatbots are present in various industries. For example, in e-commerce, they can assist customers in finding products and placing orders. In the banking sector, they can respond to inquiries about balances and transactions. Even in customer service, chatbots can offer real-time assistance to resolve issues and provide relevant information.

Chatbot

E-commerce Platforms and Mobile Applications

E-commerce platforms and mobile applications are self-management tools due to their ability to allow customers to conduct transactions and manage their interactions independently. These platforms offer features such as searching and purchasing products, order tracking, account management, and payment options. By providing an interactive and accessible environment 24/7, they enable customers to take full control of their purchasing experience, customizing their choices and actions based on their needs and preferences.

Self-Service Platforms

Self-service platforms in customer service are tools that enable customers to solve problems and obtain information independently. They provide an intuitive interface to access FAQs, tutorials, and address common queries. This efficient approach enhances customer satisfaction by providing 24/7 access, reducing the workload of customer service, and offering autonomy to users. By facilitating the quick resolution of issues, these platforms optimize business processes, allowing customers to have greater control over their experience and improving operational efficiency.

Customized Customer Portals

Customized customer portals are tools that allow customers to access and control their data, purchase history, and preferences independently. Providing a centralized platform enables users to customize their experience, update information, and track orders. This personalized access not only improves transparency and operational efficiency by reducing dependence on staff but also gives customers autonomy and control over their interaction with the company.

Automated Email Response Systems

Automated email response systems provide predefined answers to common queries without human intervention. This allows customers to obtain instant information 24/7, improving efficiency and reducing the workload on customer service teams. By providing quick responses, they contribute to customer satisfaction, offering an agile and convenient experience.

Shipment Tracking Tools

These tools allow customers to independently track the progress and location of their orders in real-time. By offering operational transparency, they empower customers, reduce inquiries to customer service, and enhance efficiency. This self-management strengthens customer satisfaction by providing a more transparent and efficient experience.

Automated Feedback Systems

Automated feedback systems allow customers to provide feedback independently. They automate the sending of surveys, facilitating the efficient collection of customer opinions. This not only empowers customers to express their experiences without direct intervention but also streamlines the acquisition of real-time data.

Keys to Designing a Successful Self-Management Experience

Intuitive Design of Booking Processes:
The interface and flow of the booking process should be simple and easy to understand. Customers should be able to navigate the self-management process intuitively without complications. Minimize the number of necessary steps and provide clear instructions at each stage.

Offering Multiple Communication Channels:
Self-management should not be limited to a single communication channel. Provide customers with multiple channels such as live chat, email, phone, and chatbot, allowing them to choose the method that best suits their preferences and needs.

Clarity in Availability Schedules:
Customers should be able to transparently view the availability of time slots or dates for their bookings. Use a clear and updated calendar that displays available options, avoiding confusion and overbookings.

24/7 Availability:
Self-management should be available at all times, 24/7. This allows customers to make reservations or take actions at any time that is convenient for them, without depending on the company's business hours.

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Information Updates:
Ensure that the information in your self-management system is always up-to-date. This includes contact details, prices, availability, and any other information relevant to customers. Lack of updated information can lead to customer dissatisfaction.

Automatic Reminders and Confirmations:
Implement automatic reminders for bookings and actions performed through self-management. Scheduled appointment reminders and confirmations help reduce cancellations and improve customer punctuality.

Collection of Feedback and Suggestions:
Offer customers the opportunity to provide feedback on their self-management experience. Through surveys or feedback forms, you can gain valuable insights to help improve and optimize the experience.

Self-management in business processes has become an essential need in today's business landscape. The implementation of technological solutions not only improves operational efficiency and customer loyalty but also positions companies favorably to meet the growing expectations of consumers.

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To succeed in this changing environment, businesses must embrace self-management and adopt the technological solutions that support it. By doing so, they will not only benefit from efficiency and customer loyalty but will also be at the forefront of business innovation.

We invite you to take advantage of these tools and be the architect of your own transformation. The future of self-management is here, and those who embrace it will not only survive but thrive in this new era of business interactions.