Impact of a digital platform based on process management on the operational and commercial performance in a service company

Abstract

This study analyzes the impact of implementing a digital platform based on Business Process Management (BPM) on the operational and commercial performance of a Peruvian service company. A quantitative, applied approach was adopted using a quasi-experimental pretest–posttest design with a single group, comparing key indicators before and after the technological intervention. The digital solution integrated commercial, logistics, and financial processes through modules oriented toward automation and information traceability. The results show an increase in net operating margin from 11% to 16.5%, an improvement in operational efficiency from 6% to 10%, and a rise in customer satisfaction from 75% to 90%. In addition, functional process integration reached 100%, and the duplication of operational activities was reduced. These findings confirm that structured process digitalization under the BPM approach significantly contributes to competitiveness, efficiency, and customer orientation in service companies. The study provides quantifiable empirical evidence on the effects of digital transformation in local business contexts, serving as a reference for organizational management and future research.