At Zingtree, we do our best to create well-thought-out processes in order to ensure that common tasks are getting done properly, consistently. But, what kind of damage can occur when a process no longer works or is somehow fated to fail from the beginning? This issue of broken processes is one that many organizations are faced with every day, which can be using Zingtree decision tree technology.
Our friends at ICMI recently covered this topic perfectly, diving into the topic of how businesses and call centers can fix broken processes that hurt organizations in the long-term. According to their definition, “broken processes are often exposed in missed KPIs, inefficiencies, bottlenecks, lack of trust, or complaints from customers and employees. Your employees may also feel like they are working harder than ever to accomplish a basic task. If you experience any of these things, chances are you have a broken process.”
Identifying a Broken Process
Knowing that you have process bottlenecks and other issues is one thing, but knowing how and when to act and find a solution is an entirely different venture. ICMI recommends that when a broken process is identified, it’s important to sit down with your team and take down some ideas based on some key brainstorming questions:
- What is the current process?
- What doesn’t work about this process?
- Do we have supporting data?
- What are some things that could make the process better?
- Are there tools or resources that might help with the resolution?
- What have we tried before that has worked?
- What have we tried before that hasn’t worked?
- What other alternatives exist?
Fixing a Broken Process
With the right questions being answered by everyone experiencing issues from your broken process, you’ll be able to move on to the next step: finding the right solution so that the process can be fixed. It’s important to find a fix that works for everyone affected, while having as few barriers in place as possible. When implementing a new tool or process, any change can be softened when everyone is on board.
We built Zingtree to be that all-encompassing solution that can fix a broken process in a standardized, easy-to-use, and quickly implemented way. Interactive decision trees are the perfect solution to make it easy for all employees to follow standard processes in a user-friendly manner. Plus, these processes can be updated and adjusted as needed by non-techncal people.
Our Zingtree customers have told us they like our solution because:
- It’s a no-code-necessary tool that’s simple to get up-and-running with.
- It’s effective for mapping out processes in a visual way, so you can truly SEE how a flow works.
- It’s easy to include photos, videos, documents, and other types of media.
- It’s flexible for integrating with CRM tools and embed into web pages.
As ICMI says, “mending broken processes takes time and focus on the short-term, the outcome will be more engaged employees who yield better results and more satisfied customers.” With the right tools to fix your broken or bottlenecked processes, you’ll be in great shape to tackle improving KPI’s, customer satisfaction, and other key areas of your organization.
Check out some specific decision tree examples to see how call centers, retailers, and other organizations are using Zingtree to streamline and mend processes.