BPM specialist MatsSoft – the people behind process automation, communication enhancement and customer experience improvement in many global businesses – established its US headquarters in Atlanta in 2013 to serve the needs of US clients and to grow the network of channel partners.

MatsSoft CEO Martin Scovell said: “We already have excellent US reseller relationships with Vodafone Global Enterprise, Reteligence, Junction Solutions and XcelPros, so our US base now enables us to offer on-the-spot support.”

At a time when markets are stifled by prevailing economic conditions, price competition is fierce and customers are exercising their right to switch allegiance between brands more than ever before, companies can no longer rely on operational efficiency or product innovation as the only routes to success.

“The key is for organizations to appraise and improve the interactions they have with their customers” explained MrScovell,  “because these interactions determine the customer’s perception of value, and the way in which they will share that experience, not just with immediate friends, contacts and colleagues but increasingly with the wider public via social media.”

The importance of customer experience is clear. But the challenge now transcends multiple channels, says MrScovell: “Organizations that want to deliver great customer experience need to improve processes that transcend multiple communication channels including call centers, web and mobile devices.  That’s something that Business Process Management software like MATS^® is ideally suited for.”

MATS^® is a highly scalable, user configurable software platform upon which business applications are rapidly built and deployed. Adopted globally by organizations as a toolkit to simplify and enhance business processes, MATS^® combines the reliability of a scalable and proven enterprise platform with low-cost delivery, meaning that small teams and departments within companies can collaborate and innovate in a risk-free environment.

“Next-generation BPM technology (which Gartner has termed ‘iBPM’) has a critical role to play in customer experience solutions, connecting and engaging people, both internally between staff and departments, and externally between organizations and their customers and partners,” says MrScovell. “iBPM clarifies the visibility of business processes that might have been obscured, improves the flow of information where there might have been blockages and delivers contextual management information in real time to support better decision-making.

“The key lies in connecting people with processes – marrying operational rigor with the empowerment of staff, managers and customers, through a better flow of information and a greater level of control.  This approach, exemplified by the MATS^® platform, brings process to life so that the true value gained from iBPM can be realized in terms of better business performance. Proven results range from improved conversion of sales enquiries to greater retention of customers, as well as error reduction and lower staff turnover. One of the most important contributors to these objectives is customer experience management; this is an area where CIOs are increasingly focusing their attention, supporting initiatives that enhance the customer experience.”

MatsSoft are leading a workshop at the Process Excellence Week conference, Orlando, Florida January 20 – 22, 2014. 

The workshop explores how to achieve improved customer experience and better business outcomes through an empowered approach to managing business process. More details about the conference and the workshop are available at www.pexweek.com.