Process management software is a computer program that helps businesses to manage the tasks that must be completed in order for the work to get done. Every business has a set of steps, or processes, necessary for the service or product to be delivered to the end-user, either the customer or a client. While the employees or the business owner may know what these steps are, process management software generally helps the organization to manage these steps more efficiently and effectively.
To use process management software, business managers and employees usually first have to identify what the tasks or steps are that are part of each process. This typically starts when customers first become aware of the product or service, and then flows through, until after the customer buys the item or service offered. The process management software allows the steps to be entered into the program, and automates it from there.
For example, assume there are three steps to the process — the prospective client receives a company brochure and calls the toll-free number to request more information; the call is assigned to a sales representative; and, finally, the sales representative converts the prospect into a customer. The process management software that conducts these steps would typically have the customer service representative log the prospect's information into the system when the call comes in. The software would then assign a call-back to the sales representative. This task would pop up on the sales representative’s computer screen, as a duty to complete for the day. When the representative calls the prospect, he or she can answer questions and provide information to the prospect on the product or service in question.
When the sale is made, the representative logs this into the system and the software sends an alert to the shipping department of the company. Shipping can also log when the order is sent, in the process management software system, and an alert is sent to the sales representative. This rep can then schedule a follow-up conversation on his or her task list.
Before entering the entire process into a software program, company representatives usually have to map out the processes involved. This work of determining the processes that need to go into the computer can also allow staff members to identify areas in the overall work flow that need to be modified, deleted, or added. This streamlining can also enhance or improve the process itself and the company's overall efficiency and effectiveness.