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
Form cross-department teams for end-to-end case handling.
Elevate physical constraints by applying new technology
Replace underlying resources with eco-friendly alternatives
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Reassign tasks along the organisational hierarchy
Allocate task based on collaborative experience: handover time, interactions, diversity
Distribute tasks by interdepartmental interactions to enable or restrict involvement