Morphis BV

Customer Process Management

Customer Process Management is a management approach dedicated to optimizing customer contact processes. It covers customer interaction events and subsequent workflow processes and results in customer satisfaction. CPM manages customer processes that reach deep into back- office applications and extend across departments. It supports constant change and business agility. You could say CPM is the convergence of CRM and BPM.

Morphis
The software company Morphis provides a Customer Process Management platform that allows organizations to optimize their customer processes. This platform is called ProcessRunner. With the help of ProcessRunner, employees can handle customer contacts and underlying processes easily and effectively. The result? Improved customer satisfaction and higher profitability.

Vision
The platform ProcessRunner has been created because customers are becoming increasingly critical and the contact processes increasingly complex. Driving up the costs and effort involved in servicing clients well. However, simultaneously, increasing competition tightens the squeeze on profit margins.

The challenge
These developments are pushing businesses into a corner. They are faced with demanding customers and increasing costs on one hand and vulnerable customer satisfaction and decreasing profit margins on the other. Whatever happens, continuity must not end up paying the price for this. If these expectations are to be met, a different approach is required: a dual approach. Employing smart software that can help to harness the costs and, at the same time, putting the customer processes center stage. Proper settlement has a direct effect on customer satisfaction and therefore customer loyalty.