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CIO Review >> Magazine >> July - 2015 issue

Serendebyte: BPM Services through Execution, Evolution and Enablement

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Business Process Management (BPM) which initially started out as work flow management has advanced over the years. Today BPM has become extremely effective in solving critical problems like increasing costs and falling revenues of enterprises. Large institutions and corporations such as Banks, Insurers and telecom firms heavily rely on BPM to accomplish complex business goals like increasing mortgage sales, reducing claims process costs and improving customer retention. However, many enterprises still believe Work Flow Management (WFM) and BPM to be identical. Other components of BPM including EAI (Enterprise Application Integration), BAM (Business Activity Monitoring), simulation and Real time analytics are not being leveraged to their maximum potential. Consequently, enterprises tend to limit themselves in their adoption of BPM. To cater to various BPM needs, Texas headquartered Serendebyte with its global delivery centre at Chennai is positioned in the market to help organizations automate their core business processes and extract value using transformational technologies like Pega and IBM BPM. “We bring a holistic approach to a BPM program by focusing on process engineering, process automation and process optimization. As our client engagement model is based on Execution, Evolution and Enablement, it helps us address our customer’s needs effectively” explains Dilip Balakrishnan, CEO and founder of Serendebyte. This methodology based on the three E’s provides Serendebyte with the right tools not only to build applications for clients but also to lead customers to a path of self-sufficiency. Dilip has over 20 years of experience in business consulting, IT services and large scale program delivery. He has spent 15 years of his career at Cognizant Technology Solutions where he started and built their BPM practice before establishing Serendebyte in 2013.
Serendebyte’s team can engage with clients at any stage of the BPM adoption life cycle whether it is right at the beginning where the client approaches them with a business problem to solve or much later after the client has purchased the BPM product and wants Serendebyteto implement. “Our team of business analysts, industry SMEs and product specialists can help in either of those situations or anywhere in between,” adds Balakrishnan.

Execution Methodology
Before implementing a suitable BPM product, Serendebyte team studies the business problems of the client. The company then determines the processes associated with the identified business problems and analyses them for areas to improve and re-engineer. Subsequently, their team applies the chosen BPM product like Pega or IBM BPM to automate the processes. “Most service providers stop here. We take it a step further by studying the newly automated processes, compare the new metrics against target metrics and look for further opportunities to optimize,” adds Balakrishnan. Through agile approach, Dilip’s team scope out bite-sized functionalities that can be rolled out into production every 3 months. Besides building applications, clients are also trained to use BPM technology effectively.

Role of BPM Ahead
Balakrishnan considers the role of BPM extremely vital in the future owing to major drivers for growth such as globalization of businesses, commoditization of services, need to penetrate newer markets as well as growing importance of building innovative products and services. He also feels that BPM and CRM will converge and thereby deliver superior customer experiences across all major channels – web, social media, contact center and physical branches. Serendebyte is currently targetting North American market; however the company has plans to expand its presence across Europe and Asia in coming years.