I always say that our job is about finding the right solution for the customer’s business pain.
I’ve been to customers that need case management, but are implementing a BPM solution. I’ve seen companies using ECM software to build workflows, CRM used as a HR system, and HR systems used for finance.
Total disasters, but part of the fun of corporate life .
ACM solutions suit a specific business process requirement – dynamic routing.
They’re not built for strict processes like finance and legal processes, but they are perfect for call centre processes and internal organisational communication where you want to allow the end-users to have the flexibility to change the process route. I’m sure the ACM guys can give additional areas where ACM fits customers like a glove.
These are use cases where I feel ACM provides a better solution than the traditional BPM solutions.
I’ve also added scenarios where I feel ACM would not provide a better solution than the traditional BPM solutions.
A good fit for ACM
Use Case A
The customer support team is an enthusiastic, smart and experienced team dedicated to solving customer problems quickly.
Customer problems have an impact on company revenue. Not all the problems have the same solution
They need a dynamic support process
Use Case B
The Pre-Sales team receives dozens of tenders and RFIs to answer.
Tenders can take hours or even days to fill in and respond.
Sometimes, due to time constrictions, one presale guy will reallocate the task of answering the tender to another collogue. Sometimes a decision needs to be made to drop a tender opportunity in the middle to deal with a better tender opportunity
They need a dynamic presale process
Use Case C
The development team receives lots of software change requests from department managers.
Some of the requests are easy to implement. Some require additional budgeting approval, some require additional resources, some require clarification and agreement multiple parties.
They need a dynamic change request process
Use Case D
The sales team are smart bunch of guys and girls. All focused on the money.
The sales manager wants control of the Leads-to-Sales process – All leads must be handed out equally to the sales team.
But sometimes leads need to given to a specific sales guy. Sometimes its a high value lead that needs to be dealt with by the most experienced sales guy. Sometimes a new lead comes in from someone in a company, that another sales guy is already dealing with.
They need a dynamic sales process
A ‘not so good fit’ for ACM
Use Case E
Johan works in a pharmaceutical company.
He has spent the last 10 years working on a new wonder medicine that will save the world (and also make him very rich)
Unfortunately, the test patient that he has injected with the medicine has just died.
Johan goes to his computer and fills out a SUSAR report. The system asks him who he would like to send the report to.
Johan looks at the corpse, then looks out of the window at his old car.
He then turns back to the computer. Hmmm
Use Case F
Tim has been called in for a chat with his manager.
You’ve taken 44 days off this year. I didn’t approve them. How did you do it?
The system asked me who would be the best person to send it to for approval, Tim replied.
I thought the best person to make that decision would be my wife.
Use Case G
Simon works in a government office.
He gets a bonus for completing a fixed number of tasks per month.
His colleagues in his office also get the same productivity bonus.
The manager looks at the monthly report. For some strange reason the number of tasks to complete an end-to-end process has tripled.
Simon and his collogues are smiling…
Use Case H
Jeremy has joined the company as the new finance manager.
His last job was in a company called Elron
Jeremy is looking for a system to run the financial business processes.
But without having to go to jail again…