BMC Helix Business Workflows

Product Description:

BMC Helix Business Workflows is an intelligent service management solution for Lines of Business that empowers business leaders to manage, automate, and scale service delivery to drive peak efficiency.

Business challenge:

In today’s professional environment, the new, challenging capital is an engaged workforce and higher customer experience. Companies are capitalising in learning how to liberate their workforce’s time, talent, and drive to unleash their organization’s productive knowledge. Complicating this is the brawl to create volume and scale in services, standardize and streamlines processes, and achieve service quality. Common hurdles for HR and other business units include inefficient ways to track cases, share knowledge, and automate workflow without using further visualization resources. Organizations want to realize long-term operational cost savings and create an employee-centric, omni-channel experience that controls continuous improvement.

Product Detail

HR, Finance, and other Lines of Business can leverage cognitive capabilities like intelligent case categorization and optimized knowledge recommendations. Business leaders can build workflows without writing code to streamline processes and automate tasks easily without the help of IT.

Virtual assistants and chatbots recognize natural-language requests and deliver immersive experiences to end users with BMC Helix Digital Workplace and BMC Helix Chatbot integrations.

BMC Helix Business Workflows External Cloud

Key Features:

Transform the way you manage and scale services:

Omni-channel engagement that extends traditional channels to include chatbots
Self-service – Provides a service catalog to employees via a universal browser or mobile app
Case management – Manages case lifecycles with templates, tasks, & resources
Knowledge management – Creates and maintains knowledge across the organization
Service targets – Defines and tracks service level targets

BMC Helix Business Workflows Key Features

Key Benefits:

Intuitive user experiences make it easier and quicker to find resources and solutions
Manages a case throughout its lifecycle, and provides agents and managers the ability to efficiently create, update, and solve cases
Creates and maintains a knowledge base that can be referred to when working on a case with integrated knowledge management
Automatically displays knowledge articles when an agent sees the problem, reducing the time required to locate that information
Monitors and measures performance with easily configured service targets