Impeccable customer service is what separates the leaders from the followers in the Business Process Outsourcing (BPO) market. Only BPOs that have mechanisms to collaboratively track operational baselines and easily configure business processes, while consistently measuring and aligning process performance to contractual obligations, will build unmatched customer loyalty and trust. To do this, BPOs need to standardize their operations on a business platform that ensures quick scalability as well as high flexibility to meet specific client needs, rather than building business solutions on the same rigid platforms of their customers.

SmartBPO™, based on Pegasystems award winning SmartBPM® Suite, has revolutionized the management of end-to-end service offerings for BPOs. Its state of the art process management technology has been proven to eliminate the costs and risks associated with managing and monitoring a BPO service chain. As a recognized leader in both BPM and business rules, Pegasystems empowers BPOs to move quickly, invent better ideas, and offer better ways of operating.

These benefits are based on the following principles:

Build Higher Quality of Service at Lower Price Points

With SmartBPO, service integration costs can be reduced by 40% on average. SmartBPO provides this advantage through its high productivity development tools and accelerators, which empower BPOs to electronically capture customer business objectives and dynamically execute them.

Differentiate Service Offerings with Build for Change Technology

Analyst estimate that 80% of all BPO offerings are highly customized, incurring significant development costs. With SmartBPO procedures and policies are published and subscribed in its asset repository , enabling the reuse of corporate assets to offer highly cost-effective and repeatable product solutions.

SmartBPO’s layer cake approach

Through SmartBPO’s layer cake approach to managing rule sets, BPO organizations can quickly provision service lines and scale their operations without replicating established intellectual property.

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Increase Customer Retention by Managing to Contractual Obligations

Misalignment of expectations is a top reason why customers end service contracts. SmartBPO offers process optimization tools and event-driven business rules that govern process executions and give BPOs the confidence to offer guaranteed service levels with measurable improvements.

Straight-Through Processing of Work

The biggest source of cost associated with any process (insourced or outsourced) is related to humans tasked with process execution. Through rule driven processing automation, based on Pegasystems’ SmartBPM Suite, SmartBPO focuses on completing work versus creating work. SmartBPO only routs tasks to precious resources when business rules detect work exceptions outside the realm of operations.

Continuous Improvement

It is estimated that 75% of operational costs are traceable to managing business processes. With its Business Activity Monitoring dashboards and Model-Driven Development environment, SmartBPO dynamically identifies process improvement opportunities. This capability empowers service providers to intelligently evolve and optimize their processes and procedures as market demands and customer demands shift.