Retail

How BPM systems support the retail industry

Business processes related to the various aspects of retail and e-commerce can be literally counted in the hundreds. The lynchpin of the sector is customer service, which needs to be consistently first-class, regardless of the products being sold.

With WEBCON BPS-based workflows, retail companies can have their systems, departments and branches work in unison for seamless integration. Every business process related to retail and e-commerce can be handled within the WEBCON BPS system, with a focus on cost-efficiency and customer satisfaction. This kind of flexibility ensures that back-office automation and streamlined management becomes a reality.

With WEBCON BPS, companies in the retail sector can create custom, context-specific workflows to radically improve their day-to-day operations for the better. Some examples include:

  • Opening new shops – one of WEBCON’s retail clients uses the system to streamline the process of opening new facilities in shopping centers. From negotiating with the facility operator, designing and realizing its layout, stocking goods, recruiting staff, and even the grand opening is handled smoothly every time.
  • Employee turnover – another retail client tackles the challenge of managing human resources using WEBCON BPS workflows. This allows them to keep track of lay-offs, new hires, absences and more.
  • Mystery shopping – quality of service is monitored by clients using WEBCON BPS to process assessment cards filled in by contracted mystery shoppers.
  • Ticket processing optimization – WEBCON BPS is used by retail clients to optimize the processing of customer claims and requests. Specific focus is paid to their type, importance and time of submission, ensuring a high level of customer satisfaction.
  • Taking control – in retail, daily turnover often comprises a vast number of fairly small transactions. Clients can easily use WEBCON BPS-based workflows to monitor and manage their daily revenues.
  • Internal knowledge database – one major retailer uses WEBCON BPS to manage all the company information and resources needed for day-to-day customer service operations.

That’s not all, however. The benefits of WEBCON BPS extend to all departments found within a retail organization, including:

FINANCE & ACCOUNTING

  • Invoice processing (all types)
  • Pricing
  • Payment approval
  • Debt recovery
  • Bank credit application & processing
  • Business trips with a complex cost acceptance procedure

HR

  • Task management
  • Employee life cycle
  • Leave requests
  • Employee evaluation

IT

  • New workflow ticketing
  • Troubleshooting
  • Equipment request

BUSINESS ORGANIZATION & SUPPORT

  • Correspondence processing
  • Omnichannel Customer Service Process
  • Document and correspondence management process
  • Fleet acquisition, management and disposal

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