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Process Management &
Operational Excellence

Visualization of a structured process flow representing process management and operational excellence to optimize business processes.

Efficient design of your business processes with a positive customer experience

Smooth and well-functioning processes are essential factors for business success. Inefficiencies in customer-related and business processes—whether in the form of manual and paper-based processes, media breaks, long process lead times, poor data quality, or unclear roles and responsibilities—can have serious impacts.

From the customers’ perspective, they lead to a poor customer experience and, consequently, low customer satisfaction and loyalty. Employees are sub-optimally supported in their activities and tasks and may use too much of their resources for handling repetitive standard tasks. From a corporate perspective, poorly orchestrated processes lead to cost disadvantages and missed opportunities.

In the area of Process Management & Operational Excellence, we help you optimally design your customer-related and business processes with Process Management & Process Optimization. When it comes to making adjustments to functional domains and IT systems based on your optimized processes, we support you with Business Analysis, Requirements Management & Functional Design.

Process Management & Process Optimization

Well-functioning, customer-related processes and business processes are an important foundation for the quality of customer management and the orchestration of your business activities.

For customers, they represent important “Moments of Truth” and are a significant basis for customer satisfaction and loyalty. Employees are supported in the best possible way in their tasks through optimized processes and workflows, and for companies, digital & lean processes offer significant efficiency and cost potential.

In the field of Process Management & Process Optimization, we review your existing processes and process documentation and develop a process map as an overview of your customer-related and business processes.

Infographic with pyramid model on the topic of process management and implementation
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A process analysis reveals pain points & gaps as well as approaches for the automation and digitalization of your processes and optimization potential. Through lean, digital processes, customer satisfaction can demonstrably be increased and significant cost optimization potential can be leveraged. Clear roles and responsibilities remain decisive for a smooth orchestration of your customer-related and business processes.

We bring the appropriate “methodological toolkit” to optimally design your processes together with you (e.g., process workshops, best practice processes, process profiles, process modeling with BPMN, RACI for defining roles and responsibilities).

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Make your processes a true success factor.
In a first conversation, we’ll discuss your current process landscape and show you how efficiency, quality, and customer experience can be improved in a targeted way.

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Business Analysis, Requirements Management & Functional Design

A lack of clarity and structure regarding goals & requirements endangers the success of projects and investments. Through structured business analysis, holistic requirements management, and targeted functional design, a common understanding is created among all project participants, enabling efficient implementation with measurable business value.

In this field, we support you with 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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Based on the business analysis of functional processes and domains, we derive holistic requirements and support you in requirements management. Furthermore, we work with you to create a rough IT target architecture with data flows and develop functional data models.

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.

Let's talk

Machen Sie Ihre Prozesse zu einem echten Erfolgsfaktor.
In einem ersten Gespräch besprechen wir Ihre aktuelle Prozesslandschaft und zeigen auf, wie Effizienz, Qualität und Customer Experience gezielt verbessert werden können.

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Further relevant services in the field of Process Management & Operational Excellence

  • AI-Strategie & AI-Use Cases in Customer Management
  • BCM. Reifegrad Assessment Data-driven Organization
  • Business Case Calculation & Return on Ignorance
  • Change Management
  • Customer Journey & Customer Touchpoint Management
  • Customer Service Excellence
  • Data Quality Management and Data Governance
  • Marketing Excellence
  • Project Steering & Implementation Management
  • Sales Excellence
  • Target Operating Model Customer Management
  • Target Operating Model Data-driven Organization
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"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

More services

Strategy & Digitalization

Defining the right guardlines for your business success
View solution

Customer Relationship Management &
Customer Experience Management

The foundation for your company's customer-centric alignment
View solution

Data-driven Decisions & AI

Deriving and leveraging insights from your data with AI and data organization
View solution

Enterprise Resource Planning

ERP transformation for effective corporate management
View solution

Tool Evaluations

Structured BCM. methodology for vendor-independent evaluation of CRM, CX, AI, and ERP tools
View solution

Business Consulting,
Tool Implementation &,
Project Management

Expert consulting and efficient steering of your project initiatives
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

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.

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. 

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.