Process and journey modeling with SAP Signavio.

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Published on April 12, 2022 – Johannes Strasser, Solutions Consultant SAP S/4HANA Finance & Business Process Intelligence at Westernacher

Ensuring transparency into various stages of a customer journey and processes that are involved in the steps with least satisfaction, process compliance and as well as handling the impact of a given change to the process landscape are just a few of the challenges companies are facing today when it comes to their business process management. In this context, standardized process practices, ensuring high-quality of modeling standards, leveraging the wisdom of the crowd, involving key stakeholders in the transformation process, ensuring conformance to governance standards with process approval workflows, understanding the journey of customers, suppliers and employees as well as understanding how changes will impact process outcomes through process simulation are parts of the solutions that come with Business Process Intelligence (BPI) from SAP.

To get a generic overview about the subject, the figure below illustrates the powerful solutions for process and journey modeling with SAP Signavio: SAP Signavio Process Manager and SAP Signavio Journey Modeler:

Increase business performance at scale with SAP Signavio Process Manager.

SAP Signavio Process Manager is an intuitive business process management (BPM) solution for advanced process modeling, supporting you to model, analyze, simulate, and optimize your business processes at scale. With this solution, you can gain the capabilities to build and monitor the business processes that underpin the way your organization works. From finance and HR, to manufacturing and sales, you reap the opportunities of efficiency and effectiveness that arise from one single coherent business process landscape that crosses IT system boundaries. As a result, the processes become accessible within the entire organization. This supports company-wide transparency and makes process and decision modeling possible for everyone within the company. SAP Signavio Process Manager allows you to connect business processes towards upgraded customer journeys for an increased customer experience. And turbocharged customer experience is just one benefit of this powerful solution and represents only the very tip of the iceberg.

SAP Signavio Process Manager comes with numerous benefits and opportunities for you as a company. It enables you to ensure deep insights into all business areas, to increase productivity and reduce costs, to better connect processes with the overall strategy, to implement a strategic business plan at scale as well as quickly respond to regulatory change. All these fruitful capabilities make an enterprise more sustainable. The solution provides an effective way to improve operational activities through simplified model creation. Business processes can easily be created, new activities added, edited, and then reviewed before publishing the process model. You stay in control and improve the process output with holistic editing functionalities, no matter how many thousands of processes you have.

Collaborative input and feedback raise the standard of the way the organization works. You can instantly share your expertise and get the support you need right away. What does it look like? Simple. People involved can add comments to task notifications and respond in real time to colleagues across departments and sites. They may further ask for feedback and drive conversations that lead to faster and better outcomes. Operating this way allows you to stay on top of your game by knocking out silos and driving performance instead. In order to prepare for alternative business scenarios, you can simulate your processes via SAP Signavio Process Manager. It involves the creation of a what-if environment to quantify and predict the potential ROI of change. As a business leader, you can dive into the tasks that are most relevant to you by kick-starting process simulation through setting and monitoring case scenarios. You may consequently uncover hidden opportunities and find your best alternatives for complex projects.

Reach the summit of customer excellence with SAP Signavio Journey Modeler.

SAP Signavio Journey Modeler represents another helpful process transformation solution included in the holistic suite of SAP BPI. With this solution, you may operationalize customer experiences by linking your business processes with the way customers actually experience them, then adapt your organizational systems, metrics, and roles to support the best customer experience possible. SAP Signavio Journey Modeler provides you with the gear to perform three major things: quickly and easily design beautiful journey models, manage those journey models effectively within the Signavio Business Transformation Suite, and most significantly, connect your journey models with your business processes.

The journey models themselves illustrate an outside-in view of your company – from the perspective of a customer, employee, supplier, or any other party engaging with the business. This time, we are focusing on the customer scenario in order to narrow the scope, even if the principal idea of journey models remains the same. As they distinguish themselves from classic business processes mapped with BPMN, it is important to highlight the difference between the notation of business processes compared to customer experience. Business processes are documented via process diagrams from the inside-out perspective. Customer experience is documented via customer journeys from the outside-in perspective. The game changer: Merge inside-out operational excellence and outside-in customer experience practices, providing a solid connection between journeys, processes and data to delight customers at scale with SAP Signavio Journey Modeler.

What to document Business Processes Customer Experience
Perspective Inside-out Outside-in
Way of expression Process diagram Customer journey
Recommended tool SAP Signavio Process Manager SAP Signavio Journey Modeler
Game changer Merge inside-out operational excellence and outside-in customer experience practices, providing a solid connection between journeys, processes and data to delight customers at scale with SAP Signavio Journey Modeler.

The business processes of a company are best expressed in a process diagram using SAP Signavio Process Manager, while the customer experience on the receiving end of the business process is best expressed as a journey using SAP Signavio Journey Modeler. In this context, any business processes already modeled in SAP Signavio Process Manager can be linked to SAP Signavio Journey Modeler.

This includes the process model mapping to SAP Signavio Journey Modeler on a specific step or task level. Moreover, linked processes can be opened directly in the SAP Signavio Collaboration Hub. The customer journey can be captured in a tabular structure, describing the stages of the journey in detail. By applying SAP Signavio Journey Modeler, you can list all touchpoints, visualize the sentiment for each stage, link process maps and add data visualizations as widgets. Such widgets can further be directly embedded from SAP Signavio Process Intelligence. By integrating operational and external data with customer journeys, you may discover opportunities for improvement, and ensure they are reaching the peak of customer excellence. Customer excellence is all about the combination of inside-out and outside-in thinking: which of the business processes have customer touchpoints, and more crucially, how do customers perceive those touchpoints? Such insights lead to various benefits.

With SAP Signavio Journey Modeler, you now have a direct way to operationalize new customer experiences. It enables you to translate customer experience when engaging with certain business processes into quantifiable and manageable information, so you can adapt quickly to changes in customer expectations and delight customers consistently. This also leads to smarter decision-making about exactly which customers to serve, when, and how. The solution supports you to develop a centralized, real-time view of customer experience by linking journeys with business processes, related IT applications, integration points and data flows. Companies can align your organization behind critical customer outcomes by leveraging journey analytics and sentiment analysis. Furthermore, you can better understand the interdependencies between customer sentiment, moments of truth, and underlying process operations.

This includes the process model mapping to SAP Signavio Journey Modeler on a specific step or task level. Moreover, linked processes can be opened directly in the SAP Signavio Collaboration Hub. The customer journey can be captured in a tabular structure, describing the stages of the journey in detail. By applying SAP Signavio Journey Modeler, you can list all touchpoints, visualize the sentiment for each stage, link process maps and add data visualizations as widgets. Such widgets can further be directly embedded from SAP Signavio Process Intelligence. By integrating operational and external data with customer journeys, you may discover opportunities for improvement, and ensure they are reaching the peak of customer excellence. Customer excellence is all about the combination of inside-out and outside-in thinking: which of the business processes have customer touchpoints, and more crucially, how do customers perceive those touchpoints? Such insights lead to various benefits.

Wrap-up
As outlined, SAP Signavio with its solutions SAP Signavio Process Manager and SAP Signavio Journey Modeler offers a wide range of support for seamless process and journey modeling in order to cope with today’s challenges and we at Westernacher help you on the journey towards it. As SAP Gold Partner and thought leader in the digitalization area, we will listen to your specific plans, challenges and strategy and build an individual roadmap together with you.

In our next post, we will focus on the workflow and automation execution part of SAP Signavio in more detail. Stay tuned.

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