Workflow used in customer service processes

Workflow

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Workflow

CRM

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Key attributes

Processes can be created without software engineering

Ease of changes and monitoring results

Connection with legacy data

Ease of creating screens

Tools to model, simulate and deploy processes

Create work flow based on business logic

Workflow metrics

Many functions within corporations are performed with home grown Excel or database applications. In addition, companies are needing to bring their customers, partners and suppliers into their business processes to gain productivity and speed, but have no way of doing it with their present business system. Traditional ERP & CRM products give the user some flexibility to modify the flow and parameters but they are generally limited in scope and functionality.

There is a class of software that bridges the gaps within and between the defined business systems such as ERP and CRM. Workflow tools provide a set of functions that allow the client to create process flow maps, implement them within a Web database system and create links to share data within the legacy business systems. These tools allow the modeling of the present process, simulating "what if" and creating a process that can be implemented in a short time. The building of the flow map and its attributes creates the documentation and allows for changes to be made. Ease of use and flexibility features work well for creating self correcting processes when used with an empowered work force.

Components	Function
Process modeling & logic tool	Set of work elements that can be reused Graphical display of the flow of work (process map) Create the business logic
Screen & database tools	Create screens for the users Create the database fields Connection to employee directories (LDAP servers)
Electronic Application integration (EAI)	Movement of data from application to application