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More Efficient Processes & Optimized Workflows

Reduce frictional losses and complexity. Increase performance.

Laptop workstation with project plan and time chart as a symbolic representation of more efficient processes and optimized workflows.

Many companies do a lot for their customers – but internal processes in particular often cost more time, money, and energy than necessary.

Project steering in an automated production facility with industrial robots to illustrate more efficient processes and optimized workflows in production.
  • Processes have grown historically and are difficult to oversee.
  • Media discontinuities and manual steps slow down the workflow.
  • Responsibilities are unclear or duplicated.
  • Systems do not support the workflow to their full potential.
  • Improvements fizzle out or remain selective.

Efficiency does not result from individual measures.

It is the result of clear structures, meaningful processes, and a clean interaction between organization, systems, and people.

This sounds familiar

We make processes efficient & economical

As a boutique management consultancy with special expertise in data-supported process and organizational analysis, we help companies to:

  • fully understand and simplify processes
  • reduce unnecessary effort and interfaces
  • create clear responsibilities and workflows.
  • and sustainably improve operational performance.

Our approach is pragmatic, transparent, and implementation-oriented. No process models for the drawer – but practical solutions that work in everyday life.

Our approach is pragmatic, transparent, and implementation-oriented. No process models for the drawer – but practical solutions that work in everyday life.

BCM. Management-Team: Astrid Hamele, Dr. Markus Guthier, Jana Hirte, Thomas Hamele
BCM. Management-Team: Astrid Hamele, Dr. Markus Guthier, Jana Hirte, Thomas Hamele

High effort – low impact?

Perhaps these situations sound familiar to you:

  • Your employees work with commitment but constantly hit process boundaries.
  • Workflows differ by department, person, or system.
  • Decisions take too long or fizzle out completely.
  • Digitization and AI constantly bring new tools, but no real relief.
  • There is a lack of clarity: What is necessary – and what can be omitted?

We create order, clarity, and a reliable foundation for efficient work.

Let's talk

Our Solutions – modular, structured, and practical

From the analysis of existing workflows to sustainable implementation, we support you in optimizing processes in a targeted manner. Our services are specifically designed to interlock and can be flexibly adapted to the requirements of your company.

Icon with gear, checkbox, and pie chart as a symbolic image for process management

Prozess-Management & Prozess-Optimierung​​

Process Management & Process Optimization

We analyze your customer-related processes and business workflows and create the foundation for more efficient procedures and better customer experiences with a clear process map.

AI-Strategy & AI-Use Cases in Customer Management (CM)

Together, we identify relevant AI use cases in customer management and develop an actionable AI strategy with a clearly prioritized implementation roadmap.
Icon with AI symbol representing AI Strategy & AI Use Cases in Customer Management (CM)

AI-Strategy & AI-Use Cases in Customer Management (CM)

Business Analysis, Requirements Management & Functional Design

We translate business goals into understandable requirements and resilient functional designs – as a stable foundation for processes, systems, and sustainable success.
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Business Analysis, Requirements Management & Functional Design

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Project Steering & Implementation Management

Project Steering & Implementation Management

We ensure that CRM and CX projects do not get lost in daily business, but are managed cleanly, accepted, and implemented effectively.

Strategy & Digitalization

Defining the right guardlines for your business success
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Data-driven Decisions & AI

Deriving and leveraging insights from your data with AI and data organization
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Tool Evaluations

Structured BCM methodology for vendor-independent evaluation of CRM, CX, AI, and ERP tools
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Enterprise Resource Planning

ERP transformation for effective corporate management
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Business Consulting, Tool Implementation & Project Management

Expert consulting and efficient steering of your project initiatives
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Best Practice:
More Efficient Processes & Optimized Workflows

"Methodologically sound approach and partnership-based cooperation"

“In our joint project, the BCM. team convinced us with both a content-related and methodologically sound approach, partnership-based cooperation, and adherence to the tight timeline.”
Profilbild von Frederik Dahlke
Frederik Dahlke
Project Manager Operations Cockpit
R+V Versicherung AG

"Foundation for more digitalization and customer centricity."

“The project significantly helped TTBL to lay an important foundation for more digitalization and customer centricity. This allows us to now continue working continuously and systematically on the implementation of our vision: to increase the relevance of table tennis.”
Profilbild von Thomas Hamele mit Nico Stehle
Nico Stehle
Managing Director
TTBL Sport GmbH

"Customer focus is an absolute must."

“We were able to carry out the assessment of the CX ValueRator from BCM., and the comprehensive and very detailed report provided us with a lot of new information. Through the professional support from BCM., we received individual feedback that perfectly complemented the results of the report.”
Profilbild von Friedrich Schandalik
Friedrich Schandalik
Brand & CX Project Manager
Ivoclar Vivadent AG

"A helpful and practice-oriented tool for companies"

“A helpful and practice-oriented tool for companies – whether they want to take the first steps toward customer-centric transformation or are already further along the path and want to determine their position.”
Profilbild von Markus Seydaack
Markus Seydaack
Sales Manager
Emuge-Werk
Richard Glimpel GmbH & Co.KG

"A significant milestone was reached with the go-live of SugarCRM."

“The contribution from BCM. significantly supported the transformation process of the CHT Group toward an even more digitalized and customer-oriented organization. Furthermore, Thomas Hamele provided valuable advice, business insights, and best practices from other reference projects and industries.”
Profilbild von Dr. Annegret Vester
Dr. Annegret Vester
CSO
CHT Group

"The future CRM ecosystem will create the prerequisite for addressing and serving DB customers even more according to their needs, individually and more purposefully."

Logo der Deutschen Bahn
Christian Schaudinn
General Project Manager
DB Fernverkehr AG.

"Valuable advice, business insights and best practices"

BCM’s contribution has greatly supported Dexcom to execute the Automation & RPA Program in time and requested quality.
Profilbild von Mirco Vacilotto
Mirco Vacilotto
Head of Projects & Business Insight
Dexcom

"Globally uniform 'state of the art' IT systems and processes"

“The project significantly helped TENTE to select the tool components best suited for existing requirements. This allows TENTE to take care of its customers even more intensively in the future and to use globally uniform ‘state of the art’ IT systems and processes.”
Profilbild von Ralph Meyndt
Ralph Meyndt
Head of Corporate IT
TENTE-ROLLEN GMBH

"Always one step ahead of the market"

“I have always experienced Thomas Hamele as very professional, always one step ahead of the market. Due to his positive and powerful manner, it was always a pleasure to solve challenging topics with him.”
Profilbild von René Philipp Schmidt
René Philipp Schmidt
Information Technology Project Management
HDI Group

"Positive business acumen and full commitment"

“This collaboration has always been characterized by high professionalism, know-how, experience, and trust. His positive business acumen and the full commitment that Thomas brings to his projects, his team, and his company are what set him apart.”
Profilbild von Stephan Romeder
Stephan Romeder
Vice President Global Business Development
Magic Software Enterprises

"In-depth CRM and customer know-how"

“The in-depth CRM and customer know-how allowed to depict the current and desired future state in a concise way which was a „big plus“ during the implementation phase. “
Profilbild von Benny Gasser
Benny Gasser
Global Accounts Director
Avaloq

"Goal-oriented impulses and support services for the organization"

“Thomas Hamele and his BCM team use their extensive experience in CRM, customer analytics, customer segmentation, and B2B sales to bring goal-oriented impulses and support services to the organization.”
Profilbild von Renier van Lill
Renier van Lill
Marketing Manager – Business Steering & Strategic Marketing
VERBUND Energy4Business
More success stories

Further Use Cases for Our Solutions

Customer Acquisition & Retention

Lack of customer insights complicates acquisition and retention. We provide the insights needed for targeted, successful measures.

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Secure and Increase
Revenue & Profit

A lack of transparency regarding KPIs reduces revenue and profit. We create the basis for decision-making to ensure sustainable earnings growth.

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Increase Market Share &
Acquire New Customers

Unclear target groups and market positioning hinder your growth. We create the focus needed for successful new customer acquisition.

View solution

We look forward to your inquiry

Whether it’s an initial idea or a specific project: we listen, think along with you, and develop tailor-made solutions together. Talk to us about your goals – we look forward to getting to know and supporting you.

Or give us a call

at +49 (0) 172 4142 255

We look forward to meeting you!
Yours, Thomas Hamele

We look forward to meeting you!
Yours, Thomas Hamele

Profile pic of Thomas Hamele, BCM. GmbH

Prozess-Management & Prozess-Optimierung

Viele Unternehmen leisten viel für Ihre Kund:innen – doch insbesondere interne Abläufe kosten oft mehr Zeit, Geld und Energie als nötig.

Dabei sind gut funktionierende, kundenbezogene Prozesse und Geschäftsprozesse eine wichtige Grundlage für die Qualität des Customer Managements und die reibungslose Orchestrierung Ihrer Geschäftsaktivitäten. Sie stellen wichtige „Moments of Truth“ dar und sind eine bedeutende Basis für Kundenzufriedenheit und -loyalität und bieten signifikante Effizienz- und Kostenpotenziale.

Im Themenfeld Prozess-Management & Prozess-Optimierung sichten wir Ihre bestehenden Prozesse und Prozess-Dokumentationen und erarbeiten eine Process-Map als Überblick über Ihre kundenbezogenen Prozesse und Geschäftsprozesse. 

Infografik mit Pyramidenmodell zum Thema Prozessmanagement und Implementierung
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Eine Prozessanalyse zeigt Pain-Points & Gaps und Ansätze für die Automatisierung und Digitalisierung sowie Optimierungspotenziale Ihrer Prozesse auf, die wir gemeinsam mit Ihnen umsetzen.

Mit schlanken, digitalen und optimierten kundenbezogenen Prozessen und Geschäftsprozessen fokussieren Sie sich auf das Wesentliche – Ihre Kund:innen und Mitarbeiter:innen – und bieten eine erstklassige Customer Experience und optimale Unterstützung ohne “alten Ballast” in Form von Medienbrüchen, manuellen Arbeitsschritten, unklaren Verantwortlichkeiten und unnötiger Komplexität. 

AI-Strategie & AI-Use Cases im Customer Management (CM)

Eine hohe Kundenzentrierung und hohe Customer Experience kann zulasten der Aufwände bei den internen Abläufen und Prozessen gehen. Daneben sind kundenbezogene Prozesse und Geschäftsprozesse oftmals “historisch gewachsen”, mit hoher Komplexität versehen und durch manuelle Arbeitsschritte gekennzeichnet.

Gerade der Einsatz von AI kann hier Abhilfe schaffen und eine hohe Customer Experience bei gleichzeitig effizienten und kostengünstigen kundenbezogenen Prozessen und Geschäftsprozessen sicherstellen.

Für eine zielgerichtete Transformation ist jedoch eine geeignete und umsetzbare AI-Strategie erforderlich. 

Infografik von unser AI-Strategie und AI-Use Case Canvas
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Mit ihrer Hilfe können die relevanten Anwendungsfälle identifiziert und die notwendigen Datengrundlagen und -plattformen sowie die prozessualen, organisatorischen und technischen Voraussetzungen für eine datengetriebene Transformation geschaffen werden.

Auf Grundlage Ihrer priorisierten AI-Use Cases und der zuvor klar definierten strategischen Leitplanken wird dann die AI-Strategie ausgearbeitet und detailliert. Über eine Umsetzungs-Roadmap und die Planung der Umsetzungsinitiativen werden die Voraussetzungen für eine konsequente und planvolle Implementierung der definierten Maßnahmen und Ziele geschaffen. 

Mit AI-basiertem Customer Management kann die Reduktion von Kostentreibern ohne Einschränkungen der Qualität Ihrer Leistungen und ohne Einbußen bei der Customer Experience erfolgen. Dadurch schaffen Sie schlanke und optimierte Prozesse und Abläufe, die Ihre Kund:innen begeistern und dabei zugleich wirtschaftlich attraktiv sind.

Business-Analyse, Anforderungsmanagement & Fachkonzeption

Fehlende Klarheit und Struktur über Ziele & Anforderungen gefährden die Umsetzung und den Erfolg von Maßnahmen zur Etablierung schlanker und effizienter Prozesse mit klaren Verantwortlichkeiten sowie die Generierung von messbarem Business Value.

Auf der Grundlage der Business-Analyse von Fachprozessen und Fachdomänen leiten wir ganzheitlich Anforderungen ab und unterstützen Sie im Anforderungsmanagement. Hierbei bringen wir einen breiten „Methodenbaukasten“ ein, den wir situativ anwenden und in Ihre verwendete, präferierte Projektmethodik (klassisch, hybrid oder agil) einbetten.

Infografik zur Darstellung der eingesetzten Projektmethodiken: klassisch, hybrid, agil – im Rahmen unserer Angebote für Business-Analyse, Anforderungsmanagement & Fachkonzeption.
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Die Detaillierung Ihrer Anforderungen für die Umsetzung erfolgt je nach eingesetzter Projektmethodik und Vorgehensweise entweder über Fachkonzepte, fachliche Spezifikationen oder Epics und User Stories.

Damit schaffen wir gemeinsam mit Ihnen die Basis für die prozessuale, organisatorische und technische Implementierung aufeinander abgestimmter Maßnahmen. Dadurch setzen Sie schlanke und optimierte Prozesse und Abläufe um, die Ihre Kund:innen begeistern, Mitarbeiter:innen optimal unterstützen und dabei zugleich wirtschaftlich attraktiv sind.

Projektsteuerung & Implementierungs-Management

Auch wenn Ihre Anforderungen für Maßnahmen zur Prozessoptimierung bekannt sind und eine “saubere” konzeptionelle Grundlage und Prozessmodellierung besteht, können Umetzungsprojekte ohne eine klare Steuerung von Projektteams aus Fachseite, IT und externen Dienstleistern scheitern.

Im Themenfeld Projektsteuerung & Implementierungs-Management unterstützen wir Sie z.B. bei der Auswahl und Steuerung eines passenden IT-Tool-Implementierungspartners.

Daneben bringen wir gemeinsam mit Ihnen Ihre Anforderungen zur Umsetzungsreife und steuern in enger Abstimmung mit dem Projektteam und dem Implementierungspartner deren Umsetzung im zu implementierenden IT-Tool.

Infografik zum Thema Projektsteuerung und Implementierungsmanagement, bestehend aus Toolanalyse, Konzeption und Implementierung.
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Mit einem kontinuierlichen Change-Management sorgen wir für frühzeitige Nutzereinbindung und fördern damit die Akzeptanz, die für den Projekterfolg von entscheidender Bedeutung ist.

Proaktive Projektsteuerung und ein ganzheitliches Management Ihrer Implementierungsprojekte sorgen dafür, dass Ihre Projekte zur Optimierung Ihrer kundenbezogenen Prozesse und Geschäftsprozesse erfolgreich umgesetzt werden und “zum Fliegen kommen”.

ERP-Toolevaluierung mit dem BCM. Tool-Analyzer

Marktwachstum und der Ausbau eigener Marktanteile erfordert eine Tool-seitige Unterstützung, die Ihnen hilft, Ihre Geschäftsprozesse digital und mit hohem Automatisierungsgrad abzubilden. Nur mit einem leistungsfähigen Backend-System ist eine effiziente Skalierung Ihrer Geschäftsaktivitäten möglich.

Mit einer ERP-Toolevaluierung mit dem BCM. Tool-Analyzer erhalten Sie eine strukturierte und objektivierte Entscheidungsunterstützung, um das für Sie passende ERP-Tool zu finden und einzuführen.

In einer ganzheitlichen Anforderungsanalyse validieren wir den Anforderungskatalog im BCM. Tool-Analyzer und individualisieren diesen auf Ihre spezifischen Bedürfnisse. Auf dieser Grundlage begleiten wir einen RFI-Prozess (Request for Information) mit geeigneten Tool-Anbietern.

Infografik zum Thema ERP-Toolevaluierung, bestehend aus vier Dimensionen, die als Puzzlesteine dargestellt sind: strategisch, funtional, ökonomisch und technisch.
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Die Vendoren führen anschließend eine Tool-Demo bzw. einen Proof of Concept (PoC) auf Basis zuvor definierter Use Cases durch. Abschließend erfolgt die finale Auswertung und Ergebniskonsolidierung aus dem RFI und aus Tool-Demo bzw. PoC.

Durch die ERP-Toolevaluierung mit dem BCM. Tool-Analyzer erhalten Sie eine transparente und nachvollziehbare Entscheidungsempfehlung für ein für Sie geeignetes ERP-Tool. Damit schaffen Sie die Voraussetzungen, den “Maschinenraum” Ihres Unternehmens skalierbar und zukunftsfähig für Marktwachstum und Neugeschäft aufzustellen.

AI Strategy & AI Use Cases in Customer Management (CM)

Securing and increasing revenue and profitability is often constrained by high costs and inefficiencies in the orchestration of business processes. “Classical” customer management approaches frequently reach their limits here, as conflicts of objectives can arise, for example, between cost efficiency and the creation of a high customer experience.

AI-based customer management can provide a remedy in this regard and resolve these conflicts of objectives. However, a targeted transformation requires a suitable and implementable AI strategy. With its help, relevant use cases can be identified and the necessary data foundations and platforms as well as the procedural, organizational, and technical requirements for a data-driven transformation can be created.

Infographic of our AI strategy and AI use case canvas
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Based on the prioritized AI use cases and the previously clearly defined strategic guardrails, the AI strategy is then elaborated and detailed. An implementation roadmap and the planning of the transformation initiatives then create the prerequisites for a consistent and systematic implementation of the measures and goals defined in the AI strategy.

Mit AI-basiertem Customer Management kann die Reduktion von Kostentreibern ohne Einschränkungen der Qualität Ihrer Leistungen und ohne Einbußen bei der Customer Experience erfolgen. Dadurch schaffen Sie neue Handlungsspielräume für mehr Wachstum und wirtschaftliche Stabilität.

BCM. Maturity Assessment Data-driven Organization

Revenue growth does not automatically mean greater profitability – for example, when it comes with high sales and service costs. In addition, companies often lack a suitable, fact-based decision foundation for focusing on high-value customers.

Data and the resulting insights about customers as well as their needs and preferences, the value of business relationships, and the steering of business processes & corporate goals are therefore more than ever a critical success factor.

Infographic in the form of a process diagram for Data Driven Organization
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In the BCM. Maturity Assessment Data-driven Organization, we work with you in a maturity workshop to develop an as-is and target image for your company as a data-driven organization and conduct a gap analysis. On this basis, measures and recommendations for action are then derived for each maturity dimension. An implementation roadmap locates the measures to be implemented “on the timeline” and serves as the basis for a systematic implementation of the transformation path toward a data-driven organization.

As a data-driven organization, you have the necessary transparency and decision foundation to steer your business. This gives you decisive levers to uncover correlations, focus on high-value, profitable customers, and thereby secure and increase your revenue and profits.

Business Analysis, Requirements Management & Functional Design

A lack of clarity and structure regarding goals & requirements jeopardizes the implementation and success of measures to acquire attractive new customers and retain valuable existing customers, as well as the generation of measurable business value.

Based on the business analysis of functional processes and domains, we holistically derive requirements and support you in requirements management. We bring a broad “methodological toolkit” that we apply situationally and embed in your preferred project methodology (classical, hybrid, or agile).

Infographic illustrating the project methodologies used: classical, hybrid, agile – within our offerings for Business Analysis, Requirements Management & Functional Design.
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The detailing of your requirements for implementation is carried out via functional concepts, technical specifications, or epics and user stories, depending on the project methodology and approach used.

Together with you, we thereby create the foundation for the procedural, organizational, and technical implementation of coordinated measures for new customer acquisition, loyalty building, and long-term retention of your existing customers.

Project Steering & Implementation Management

Even when your requirements for measures to acquire new customers and retain existing ones are clearly defined and a “clean” conceptual foundation is in place, implementation projects can still fail without clear steering of project teams from the business side, IT, and external service providers.

In the field of Project Steering & Implementation Management, we support you, for example, in the selection and management of a suitable IT tool implementation partner.

In addition, together with you, we bring your requirements to implementation readiness and steer their implementation in the IT tool to be implemented in close coordination with the project team and the implementation partner.

Infographic on the topic of project steering and implementation management, consisting of tool analysis, conception, and implementation.
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Through continuous change management, we ensure early user involvement and thus promote the acceptance that is of decisive importance for the success of the project.

Proactive project steering and a holistic management of your implementation projects ensure that your projects for customer acquisition and retention are successfully implemented and “really take off.”

CRM Tool Evaluation with the BCM Tool Analyzer

Acquiring promising new customers and retaining valuable existing customers requires a suitable CRM ecosystem for operational implementation. The challenge is to find, among the multitude of CRM tools, the right solution that optimally supports you in customer acquisition and retention.

With a CRM tool evaluation, you receive structured, objective decision support to find and implement the right CRM tool for you.

With the BCM. Tool-Analyzer, we first identify fundamentally suitable CRM tool candidates based on your requirements.

Infographic illustrating the BCM. Tool Analyzer for vendor-independent recommendation of a suitable CRM tool.
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On this basis, we accompany an RFI process (Request for Information), during which the providers also conduct a tool demo or a Proof of Concept (PoC) based on previously defined use cases. Through a final evaluation and result consolidation, you receive a transparent, neutral, and comprehensible decision recommendation for a CRM tool or CRM ecosystem that suits you.

A suitable CRM tool or CRM ecosystem is an important foundation for implementing your customer acquisition and retention measures in a goal-oriented, efficient, and automated way – allowing you to achieve your CRM objectives.

BCM. Maturity Assessment Customer Management (CM)

Many companies invest heavily in marketing, sales, and systems – yet the results often fall short of expectations. One difficulty is that while many individual initiatives for customer acquisition and retention exist, a coherent overall picture and a coordinated orchestration are missing.

In the Maturity Assessment Customer Management (CM), we conduct a joint maturity workshop with you to perform a “positioning” of your status quo and define your desired target maturity level. A gap analysis between the current situation and the desired ambition level provides insights into the necessary measures to be implemented in the respective CM dimensions. The derived CM measures for achieving the target maturity level form the basis for a prioritized implementation roadmap.

Infographic illustrating the BCM. maturity model for evaluating existing Customer Management.
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The structured approach of the BCM. Maturity Assessment Customer Management (CM) creates a holistic, shared understanding among the various CM areas and relevant stakeholders, and develops a strategic blueprint. This broadens the perspective from individual measures to a comprehensive overall picture and outlines the necessary steps to ensure that the individual initiatives work together optimally. Through the concerted orchestration of these measures, you lay the foundation for attracting attractive customers and building long-term relationships with your valuable existing customers.