Solutions

User Process Improvement Solutions


Overview

The people that make up an enterprise are at once its greatest operating expense and its ultimate source of activity and revenue. Every measure taken to improve user processes can increase revenues and improve customer and employee satisfaction, and decrease frustration, errors, and fraud.

Due to the costly and time consuming nature of user process improvement initiatives, most organizations have yet to implement them on a broad basis. Typically, only organizations with large customer-facing user populations's and an unusually high number of repetitive user processes have implemented Business Process Management (BPM) software. Further, while BPM is delivering value to the enterprise, the question remains - are the right high impact user processes being selected for improvements. Many key “User” processes have been neglected, at great operating expense to the business.

Discover, Measure, Improve: How OpenSpan Works

User Process Improvement is a systematic approach to optimizing how individual users work. These “people processes” are the actual work performed inside an organization. They are the most expensive — and important — process flows in an enterprise, yet they are often the least understood, measured and managed.

With this approach, an organization first baselines current user activities and processes, identifies variations and inefficiencies in user processes, and then addresses them via data integration and process automation. OpenSpan provides User Process Improvement software that enables organizations to rapidly and economically undertake a user process improvement initiative, paving the way to increased efficiency and often exponential business ROI.

OpenSpan's unique User Process Improvement software enables organizations to monitor, analyze and automate user processes.

With OpenSpan, any application that executes on a Windows desktop — including Cloud/Web-based, Java, .net, mainframe, legacy client/server and virtualized or Citrix-hosted applications — can be instrumented to generate user event and process data. OpenSpan can monitor simple “clickstream” application navigation, data entry and user interface events, and “custom” events that span and correlate user process activity across multiple applications. This information can be readily leveraged by existing Business Process Management, Business Activity Monitoring, Business Intelligence or Complex Events Processing infrastructure for analysis. It also acts as an audit trail for documentation and compliance purposes.

With the fresh perspective afforded by data that was previously beyond the reach of predominantly transaction-oriented and server-side monitoring software, organizations can readily identify user inefficiencies, process bottlenecks, and potential user process compliance risks. The findings represent process improvement opportunities, which can be addressed through application and interface enhancements, task automation, contextual user guidance or other application modification, using OpenSpan's process automation capabilities or other incumbent software infrastructure.

How OpenSpan is Used

OpenSpan's User Process Improvement software is used across the enterprise to improve the efficiency and quality of user processes. Process improvement commonly yields optimized use of enterprise applications to maximize human resource capacity and capital asset utilization, minimize business fraud and compliance risks, and improve customer service delivery levels.

Customer Service

  • Implement user activity monitoring to understand how users interact with applications, perform tasks and solve problems
  • Collect user event information at the desktop for audit trail purposes
  • Improve the customer experience by streamlining processes and providing agents with rapid access to relevant customer information across disparate applications
  • Identify best practices and replicate them across the frontline
  • Improve sales figures by providing customer-facing users with real-time up-sell and cross-sell offers
  • Enable single sign-on to simplify the user experience and save time during customers calls
  • Eliminate or automate repetitive, manual tasks, such as copying and pasting of data

Enterprise Applications

  • Improve the efficiency of users that interact with your CRM, ERP, HRMS, Financials, Billing and other enterprise applications
  • Ensure process consistency through automation and contextual user guidance
  • Enforce adherence to enterprise procedures or regulatory policy
  • Eliminate or automate repetitive, manual tasks, such as copying and pasting of data
  • Monitor application usage patterns
  • Enable single sign-on
  • Provide rapid access to relevant customer information across applications
  • Lower training costs through streamlined user processes

Risk, Fraud & Compliance

  • Implement user event-driven audit logging to support compliance requirements and forensic investigation activity.
  • Send user process events to enterprise risk management engines in real time.
  • Monitor user processes for fraudulent patters of activity
  • Generate alerts to warn of potential adverse actions

OpenSpan Products

OpenSpan Desktop Analytics

OpenSpan Desktop Analytics is a lightweight desktop runtime that passively and securely collects and analyzes desktop events. By capturing and analyzing information on user activity, OpenSpan Desktop Analytics provides unprecedented visibility into how your users interact with individual software applications, and how they perform processes that span multiple applications

OpenSpan Desktop Automation

OpenSpan Desktop Automation is a small but powerful desktop agent that can execute process automation commands built with the OpenSpan Studio development environment.

OpenSpan Studio

OpenSpan Studio is a highly intuitive visual design environment. It enables organizations to monitor and collect user events and to rapidly build automation solutions to improve the productivity of business users. OpenSpan Studio is available as a free downloadable integrated development environment.

OpenSpan also offers the OpenSpan Plug-in for Visual Studio for developers who prefer to work inside Microsoft® Visual Studio

OpenSpan Automation Broker

OpenSpan Automation Broker is an optional server-side component that allows IT organizations to deploy solutions as services in a server environment, instead of across enterprise desktops

 

Who Uses OpenSpan?


Customers Customers Customers Customers Customers Customers