Why we implemented a BPM system and recommend it to others

The main business trend for the next 5 years is process digitalization.

Even the most "traditional" companies have realized that working with Excel, the phone and fax machines is a thing of the past.

You have to change so clients don't leave for more advanced competitors. kt.team does extensive work customizing systems for the B2B sector.

After analyzing and comparing the features of various CRM and BPM systems, we chose the latter for our own use. Why? A CRM covered only client relationships: such a system suits the sales department but not the whole company. ERP is "not our field" — we are not a manufacturer.

The BPM concept of managing business processes fits best with how work is organized at kt.team.

We needed a transparent system for assigning and tracking tasks, logging time and coordinating several offices across CIS. The BPMS clearly met our needs.

We integrated the management system into the work of every unit, from sales to development.

The first results are already clear: after the BPM rollout, life got easier for management, staff and clients.

The obvious benefits of BPM can be found on the website of any integrator or developer of business process management systems.

For ourselves, we identified three non-obvious but important advantages that people usually forget to mention.

Think about yourself: how much do you enjoy dealing with sales managers?

First negotiating with them by phone, then exchanging files (contracts, specifications, invoices, acceptance certificates, delivery notes, etc.).

Your client also doesn't want to spend time and energy on all of this.

There's no need to lead him by the hand through your catalog and bury him in faxes.

He has long been used to buying the goods he needs in online stores, calling a taxi and ordering food through apps.

He knows where to go and what to click.

Unnecessary interaction with a manager only annoys the client, especially when the ordering procedure repeats every month and they have to go in circles.

It's easier for him to go to your portal, order the batch of goods he needs on his own, submit his details and receive an automatically generated set of documents. A BPM system gives him this option. As a result, you get a more satisfied client and free up hundreds of person-hours per month.

When a new person joins the company, they have to absorb a huge amount of necessary information. "Who do I contact to…", "what do I click if…", "what do I tell the client when…" Whether you hired an intern or an experienced professional, they will have to learn your business processes either way. A BPM system fully replaces a mentor.

Once you have documented your business processes, you won't have to explain them to staff every time and hope that no one forgets anything.

All actions and responsible parties are already in the system, and every step is clear.

Even if a business process changes — for example, procurement now also requires approval from the CFO — you only need to add this step once.

Employees will receive an automatic notification, and from that moment procurement will follow the new algorithm without lengthy retraining.

At the startup stage there is more enthusiasm than a systematic approach.

An employee may perform several functions at once. The company's business processes are only taking shape — still flexible and unpolished.

Deploying a BPMS at this stage makes no sense.

It makes sense once the organization has clearly defined roles and functions, plus stable business processes that can actually be managed. That is when a BPM system helps you and your staff save time and nerves and boost client loyalty.