What Is RPM? - Slide 3

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The flight from Boston to Cincinnati takes off in 24 hours and notice has gone out that the meeting has been pushed back to the following week.

  1. With an RPM solution – When the airline is notified of this change, it reads the last-minute update as an event and is able to help the customer change other downline reservations such as car rentals and hotels, acting on behalf of the customer.
  2. Without an RPM solution – The airline is ill-equipped to handle this change and the customer is on their own to notify any reservations made prior to the change.
  3. How this affects IT –The IT department is able read this event and instantly respond with a tailored response, such as a new flight reservation for high-value customers or a coupon for average value customers. Because the IT organization has previously worked with the business users to map out and pre-program the rules and processes for such an event, they can instantly take action with an ‘automated,’ yet tailored, opportunity for rebooking flights, hotels, etc. for high-value customers.

What is RPM? Responsive Process Management (RPM) allows an organization to sense and respond to changing conditions and customer interactions as they occur, enabling these businesses to analyze and track what is about to happen as opposed to what has already happened.

For example, we can see RPM’s impact in routine activities such as flight operations management and customer experience within an airline. This slideshow will explain how an RPM solution benefits the airline by examining a scenario of traveling for a business meeting from Boston, connecting through Cincinnati, and landing in San Francisco.  Each situation will show a common event in air travel and describe the result if that airline has or does not have an RPM solution in place. Finally, it will illustrate what it could mean for the IT department.

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