Let customers interact with your organization whenever they want to.
Frank, L., Poll, R., Röglinger, M., & Lea, R. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6)
Companies should analyze at which times customers want to get in touch and adjust their business processes accordingly. From a customer perspective, the implementation of this heuristic will be perceived as the possibility to interact with the company whenever customers want.
The grocery store REWE extended its opening hours until late in the evening, as its customers prefer to do their shopping after work. In addition, the call center of National Bank, which is responsible for blocking credit cards, is available 24/7, as in the case of a lost or stolen credit card customers expect immediate assistance. In case no employee is available, a phone service or chatbot can be used.
Selected source. This heuristic has been derived from Strohle et al. (2018).
Individuated interaction capability, empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Form cross-department teams for end-to-end case handling.
If capacity is insufficient, consider increasing the available number of resources
Order knock-outs by least effort and highest termination probability first.
Consider whether activities may be executed in parallel
Let products appear greener
Automate for environmental impact
Implement automation in a sustainable way
Offer customers the possibility to choose among privacy settings