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Business Process Management

Business Process Management Company in Mumbai

We map how work really moves through your business, fix the slow and risky steps, then build the workflow software, approvals, dashboards and automation around the fixed process. We are a software company, not a BPO: we do not supply call-centre or back-office staff.

Process MappingApproval WorkflowsTally, Zoho & WhatsApp LinksDashboardsAI Where It HelpsMumbai · Navi Mumbai · Thane · Pune
The Short Answer

What a BPM Company Does, and Which Kind We Are

Business process management (BPM) means finding the steps your team repeats, such as approving a purchase, turning an enquiry into a quote or onboarding a vendor, then measuring them, fixing them and running them in a controlled way. Gartner’s definition, quoted by IBM, describes it as methods to “discover, model, analyze, measure, improve and optimize” business processes.

Infoways does BPM through software. We sit with your team, draw the process as it runs today, agree a better version, and then build the screens, approval rules, reminders, integrations and reports that make the better version the normal way of working. Where AI genuinely saves effort, for example reading an invoice or drafting a reply, we add it with a person approving.

We are not a BPO. We do not run outsourced call centres, back-office teams or data-entry staff. If you need people to do the work for you, an outsourcing firm is the right call, and the comparison below explains when.

We are based in Mahape, Navi Mumbai, and work with businesses across Mumbai, Navi Mumbai, Thane and Pune, and remotely across India.

Business Process Management Company in Mumbai — Infoways, Navi Mumbai
Work With Infoways

Business Process Management Company, done properly.

A Navi Mumbai team, one clear plan, and work you fully own.

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Business Process Management Company by Infoways, Navi Mumbai
Why This Search Is Confusing

Search “BPM company in Mumbai” and Google shows two different industries. Know which one you need.

3kinds of firm

answer this one search: outsourcing operators, BPM platform implementers, and custom workflow builders like us.

In India, “BPM” is widely used for the outsourcing industry, the firms that hire teams to run your customer service, finance back office or claims processing. The same letters also mean the discipline of designing and automating processes with software. Both show up side by side for the same search.

Neither is better. They solve different problems. A shortage of hands needs an outsourcing partner. A process that is slow, unclear or impossible to track needs better workflow and software. Many businesses need the second one before they can usefully do the first.

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Real searches, taken from Google search suggestions for India in October 2026.

Ready to get started with Business Process Management?

Book a free process walkthrough. We will map one process with your team and tell you honestly whether it needs custom software, a ready platform, or neither.

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Choose the Right Partner

Types of Business Process Management Companies in Mumbai

Three kinds of firm compete for the same search. Here is what each one actually delivers and when it is the right answer, including when it is not us.

1Outsourcing BPM / BPO firms2BPM platform implementers3Custom workflow software and automation builders
What they doRun a business function for you with their own trained staff: customer support, finance and accounting operations, claims, collections.Set up and configure a ready BPM or low-code platform, then build your processes on it.Map and fix your process, then build software shaped around it, connected to the tools you already use.
Names you will seeLarge operators such as Firstsource, Datamatics and WNS (now part of Capgemini), which describe themselves as running operations and transforming processes for enterprises.Partners of platforms such as Pega, Appian, Camunda, Microsoft Power Automate and Zoho Creator.Software and automation companies such as Infoways.
Fits best whenYou need more people to handle volume, round-the-clock cover, or a specialist operation you do not want to build in-house.Your process fits the platform well, your team already uses that ecosystem (Microsoft 365 or Zoho), and per-user licences suit your size.Your process is specific to your trade, crosses several tools (Tally, WhatsApp, a CRM), or users outside your company (dealers, vendors, customers) must take part.
What you own at the endA service contract. The people and often the tools belong to the provider.Your configuration on a platform you keep licensing.The software, source code and data, in your own accounts.
Watch out forOutsourcing a broken process moves the problem; it does not fix it.Licence terms per user or per run, and limits when the process outgrows the platform.You need a builder who maps the process first and will tell you when a ready tool is enough.
1Outsourcing BPM / BPO firms
What they do
Run a business function for you with their own trained staff: customer support, finance and accounting operations, claims, collections.
Names you will see
Large operators such as Firstsource, Datamatics and WNS (now part of Capgemini), which describe themselves as running operations and transforming processes for enterprises.
Fits best when
You need more people to handle volume, round-the-clock cover, or a specialist operation you do not want to build in-house.
What you own at the end
A service contract. The people and often the tools belong to the provider.
Watch out for
Outsourcing a broken process moves the problem; it does not fix it.
2BPM platform implementers
What they do
Set up and configure a ready BPM or low-code platform, then build your processes on it.
Names you will see
Partners of platforms such as Pega, Appian, Camunda, Microsoft Power Automate and Zoho Creator.
Fits best when
Your process fits the platform well, your team already uses that ecosystem (Microsoft 365 or Zoho), and per-user licences suit your size.
What you own at the end
Your configuration on a platform you keep licensing.
Watch out for
Licence terms per user or per run, and limits when the process outgrows the platform.
3Custom workflow software and automation builders
What they do
Map and fix your process, then build software shaped around it, connected to the tools you already use.
Names you will see
Software and automation companies such as Infoways.
Fits best when
Your process is specific to your trade, crosses several tools (Tally, WhatsApp, a CRM), or users outside your company (dealers, vendors, customers) must take part.
What you own at the end
The software, source code and data, in your own accounts.
Watch out for
You need a builder who maps the process first and will tell you when a ready tool is enough.

Sometimes the honest answer is a BPO or a ready platform. If a Zoho Creator app or a Power Automate flow will do the job, we will say so in the first call.

Plain Positioning

We Are a BPM Company. We Are Not a BPO.

What Infoways does

  • Maps your process as it runs today, step by step
  • Agrees a simpler, faster version with your team
  • Builds approval workflows, portals and dashboards
  • Connects Tally, Zoho, WhatsApp, email and SMS
  • Adds AI for reading, sorting and drafting, with a person approving
  • Measures cycle time, rework and pending approvals

What we do not do

  • Outsourced call centres or customer-support desks
  • Back-office or data-entry staffing
  • Running your finance or HR operations with our people
  • Selling a platform licence we earn commission on
  • Automating a process nobody has agreed on yet

The difference matters for what you buy. A BPO contract buys hours of other people’s time. A project with us buys a working system your own team runs, which keeps working after we leave.

Not Sure Which Kind of Partner You Need?

Describe the process that is causing trouble, in a few lines. We will tell you honestly whether it needs software, a ready platform, or an outsourcing firm.

Ask for an honest view WhatsApp
Processes We Digitise

Nine Processes Indian Businesses Ask Us to Fix

Most BPM work in a small or mid-size firm starts with one of these. Each card shows how it usually runs before, what changes after, and what we build.

Purchase requests and approvals

Money & PurchaseCommon process

BeforeRequests come on WhatsApp or email, approvals sit in someone’s inbox, and nobody can see what is pending or why an order was delayed.

AfterEach request goes through set approval levels by amount and department, with reminders, a clear status and a full trail of who approved what and when.

  • Web and mobile form
  • Email
  • WhatsApp alerts
  • Tally

What we build: A request form, approval rules by value and cost centre, escalation when an approval waits too long, and a pending-approvals dashboard for the owner.

Order to cash

Money & PurchaseCommon process

BeforeOrders are retyped from WhatsApp into Tally, dispatch and invoicing are not linked, and dues are chased from memory.

AfterOne order record moves from confirmation to dispatch, invoice and payment, with the invoice posted to Tally and payment reminders sent on schedule.

  • TallyPrime
  • WhatsApp Business Platform
  • SMS (DLT)
  • UPI links

What we build: Order screens, stage rules, Tally posting through its integration interface, and reminder messages using approved templates.

Lead to quote

SalesCommon process

BeforeLeads from the website, IndiaMART and calls land in different places, quotes are made in Excel, and price errors slip through.

AfterLeads land in one list with an owner and next action, quotes are built from a price list, and quotes above a limit go to a manager for approval.

  • Website forms
  • CRM
  • PDF quotes
  • Email

What we build: Lead capture, stage rules with time limits, a quote builder with approval, and a sales dashboard. We built this pattern for Tristar Leasing.

Vendor onboarding

Money & PurchaseCommon process

BeforeGST certificates, PAN and bank details arrive by email in pieces, get saved in folders, and the vendor is created in Tally with typos.

AfterVendors fill one secure form, documents are checked against a checklist, approval is recorded, and the vendor master is created once.

  • Vendor portal
  • Document upload
  • Tally or Zoho Books

What we build: A vendor self-service form, a document checklist, approval by purchase and accounts, and a single clean vendor master.

Leave and expense claims

PeopleCommon process

BeforeLeave is asked on WhatsApp, expense bills are handed over in an envelope, and month-end salary and reimbursements take days to settle.

AfterStaff apply and claim from their phone with photos of bills, managers approve in one tap, and approved amounts flow to payroll and accounts.

  • Mobile app
  • Photo upload
  • Payroll
  • Tally

What we build: Leave and expense workflows with policy limits. For many firms our own iPresent app already covers this without custom work.

Service tickets and complaints

OperationsCommon process

BeforeComplaints arrive by phone, email and WhatsApp. Some are answered twice, some never, and nobody knows how long customers waited.

AfterEvery complaint becomes a ticket with an owner, a priority and a deadline, and breaches are flagged before the customer calls again.

  • Email
  • WhatsApp
  • Web form
  • Ticket dashboard

What we build: Ticket intake from each channel, assignment rules, deadline (SLA) timers and escalation, plus a weekly report of the most common causes.

Inventory and material requests

OperationsCommon process

BeforeSites and departments ask the store for material by phone, stock is issued without a record, and the store finds out about shortages late.

AfterRequests are raised against real stock, approved by the right person, issued with a record, and low stock triggers a purchase request automatically.

  • Mobile form
  • Stock data from Tally
  • Alerts

What we build: Material request and issue screens, approval rules, reorder alerts, and a link back to your stock records.

Document workflows

OperationsCommon process

BeforeAgreements, NOCs and letters are drafted from old Word files, sent around for signature, and the latest version is hard to find.

AfterDocuments are generated from approved templates with the right data, routed for review and sign-off, and stored with their version history.

  • Templates
  • PDF generation
  • Email
  • Cloud storage

What we build: Template-based document generation, a review and approval route, and a searchable record of every version.

Compliance checklists

OperationsCommon process

BeforeStatutory dates, audits and safety checks live in a diary or a shared Excel file that only one person updates.

AfterEach check has an owner, a due date and proof attached, reminders go out in advance, and the owner sees what is overdue at a glance.

  • Checklist app
  • Email and SMS reminders
  • Photo proof

What we build: Recurring checklists with due dates, evidence upload, reminders and an overdue report. Legal advice stays with your CA or lawyer.

How We Work

Map It. Fix It. Then Build It.

  1. Week one

    Discover

    We talk to the people who actually do the work, not just the managers, and collect the forms, sheets and messages the process runs on today.

  2. As-is

    Map the process as it runs today

    We draw every step, hand-off, wait and approval, including the workarounds. This map alone often shows where time and errors come from.

  3. To-be

    Fix the process before writing code

    With your team we remove steps, set approval limits, decide who owns each stage, and agree what “done” means. Software comes after this, not before.

  4. Build

    Build the workflow software

    Screens, approval rules, reminders and dashboards, delivered in small usable pieces so your team can try each one on real work.

  5. Integrate

    Connect your existing tools

    Tally through its XML and ODBC interfaces, Zoho through its APIs, WhatsApp through the Business Platform, email, and SMS sent through a sender, header and templates registered on TRAI’s DLT system.

  6. Train

    Train your team

    Short sessions for each role, in English, Hindi or Marathi, plus a one-page guide. The process is not live until the people running it are confident.

  7. Measure

    Measure and improve

    We track cycle time, rework, pending approvals and deadline breaches from the system itself, review them with you, and adjust the process.

Buy or Build

Ready BPM Platform or Custom Workflow Software?

Both are valid. The right one depends on how standard your process is and who has to use it. We build custom software, and we still recommend a platform when it is the better fit.

1Ready platform (low-code / BPM suite)2Custom workflow software
Best forStandard internal approvals and forms, especially if you already use Microsoft 365 or Zoho.Trade-specific processes, many integrations, or outside users such as dealers, vendors and customers.
Speed to first versionOften quick for simple flows, because the building blocks exist.Starts slower, then fits exactly, without working around platform limits.
Running cost patternRecurring licences, usually per user, app or automation run. Grows with headcount.Hosting and support. Does not grow per user in the same way.
Fit to your processYou adapt the process to what the platform does well.The software is shaped around the agreed process.
IntegrationsStrong inside its own ecosystem; outside it, connectors vary.Built for your exact tools: Tally, WhatsApp, SMS, a specific bank or portal.
OwnershipYour configuration lives on the vendor’s platform.You own the code and data, in your own accounts.
1Ready platform (low-code / BPM suite)
Best for
Standard internal approvals and forms, especially if you already use Microsoft 365 or Zoho.
Speed to first version
Often quick for simple flows, because the building blocks exist.
Running cost pattern
Recurring licences, usually per user, app or automation run. Grows with headcount.
Fit to your process
You adapt the process to what the platform does well.
Integrations
Strong inside its own ecosystem; outside it, connectors vary.
Ownership
Your configuration lives on the vendor’s platform.
2Custom workflow software
Best for
Trade-specific processes, many integrations, or outside users such as dealers, vendors and customers.
Speed to first version
Starts slower, then fits exactly, without working around platform limits.
Running cost pattern
Hosting and support. Does not grow per user in the same way.
Fit to your process
The software is shaped around the agreed process.
Integrations
Built for your exact tools: Tally, WhatsApp, SMS, a specific bank or portal.
Ownership
You own the code and data, in your own accounts.

A common mix: a ready tool for simple internal forms, and custom software for the one process that defines your business. Read more in our guide to custom software vs off-the-shelf.

Metrics to Track

Six Numbers That Show Whether a Process Is Getting Better

We do not quote industry benchmarks, because your baseline is the only one that matters. These are worked out from the timestamps your workflow system records, so you can see the change for yourself.

Cycle time

Time from request raised to request closed, for each item. Track the median and the slowest 10 percent; the slow tail is where customers and staff feel the pain.

Rework rate

Items sent back for correction, divided by items completed, in a period. A high rate usually means the form or the rules are unclear, not that people are careless.

Pending approvals and their age

Count of items waiting for approval right now, grouped by approver and by days waiting. This one number tells an owner where the queue is stuck.

Deadline (SLA) breaches

Items that crossed their agreed time limit, divided by items in the period. Agree the time limit per stage first, then count against it.

Hand-offs per item

How many times an item changes hands before it is done. Every hand-off adds waiting time, so fewer is usually faster.

First-time-right

Items completed without any correction or follow-up question, divided by all items completed. It is the mirror image of rework.

Our Work

Proof From a Live System: Approvals, Stages and Tally in One CRM

The clearest example of how we do BPM is the car leasing CRM we built for Tristar Leasing. Their leads, quotes, purchase orders, fleet costs and accounts ran in separate places. We mapped the lease from first enquiry to end of lease and built it as one system.

The process rules are now in the software. Every quote waits in an approval queue, and a rejection needs one of ten reason codes so the correction is clear. Marking a lead as lost needs two approvals. Leads move through seven stages, each with a time limit. Finance numbers come from TallyPrime, and AI reads repair invoices and drafts quote corrections, with a person approving.

A second example is the daily sales reporting system we built for a Tally Solutions partner: more than 100 sales reps in 20 teams log daily activity and plans in one app, and more than 25 reports that used to be compiled by hand are produced automatically.

Both are custom builds, owned by the client. We list only work we have done; we do not show logos or testimonials we cannot back up.

Process Data and the Law

DPDP Act 2023: What We Build Into Process Data

Workflows carry personal data: staff leave records, vendor bank details, customer phone numbers. The Digital Personal Data Protection Rules, 2025 were notified on 13 November 2025, and most duties for businesses apply 18 months later, in May 2027. We design for them now. This is our build practice, not legal advice.

  • Collect only the fields each step needs, with a clear notice where personal data is collected
  • Role-based access so each person sees only the records their step needs
  • Secure storage with encryption, plus access logs that record who viewed or changed a record
  • Retention rules so personal data is deleted when its purpose is over, unless the law requires keeping it
  • A breach plan: who is told, and how fast, if data is exposed
  • Data kept in accounts you own, with a list of every outside service (email, SMS, WhatsApp, AI) that sees it
Cost and Timeline

What Decides Cost and Timeline. Drivers, Not Packages.

Keeps it lean

What shortens a BPM project

These make the build smaller and the go-live sooner.

  • One process firstStart with the process that hurts most, not the whole company.Scope
  • A process already agreedClear owners and approval limits before build starts.Decisions
  • Clean master dataOne reliable list of items, customers or vendors to start from.Data
  • Internal users onlyStaff-only screens need less than outside portals.Users
Adds time and effort

What makes it bigger

None of these are bad, they just need more work.

  • Many integrationsEach system to connect (Tally, Zoho, a bank, a portal) adds build and testing.Integrations
  • Outside usersDealer, vendor or customer portals and apps.Reach
  • Several branches and rolesDifferent rules per location, department or value.Rules
  • AI stepsReading documents or drafting replies needs testing on real samples.AI

Every quote is written for your process after a discovery call, so this page shows no figures. You get the scope, timeline and price in writing before anything starts.

Pick One Process. We Will Map It With You.

Tell us the process that causes the most delay or rework. We will walk through it with your team, show you the as-is map, and suggest what to fix first.

Book a process walkthrough WhatsApp
FAQ

Business Process Management: Questions People Ask

Still have a question?

Ask us on WhatsApp. A real person from our Navi Mumbai team replies.

Ask on WhatsApp
What do BPM companies do?

It depends on the kind of firm. Outsourcing BPM companies (often called BPOs) run a business function for you with their own staff, such as customer support or finance operations. BPM platform implementers set up software such as Pega, Appian, Camunda, Power Automate or Zoho Creator. Software builders like Infoways map and fix your processes and then build custom workflow software and automation around them.

What is the difference between BPM and BPO?

BPM, in the strict sense, is the discipline of designing, measuring and improving how work flows through your business, usually with software. BPO means handing a function to an outside company whose people do the work. In India the outsourcing industry is often also called BPM, which is why the terms get mixed. Infoways does BPM through software. We are not a BPO and do not provide staff.

What is business process automation?

Business process automation means using software to do the repeatable steps of a process: routing approvals, sending reminders, moving data between systems, generating documents. It is one part of BPM. BPM first decides what the process should be; automation then makes that agreed process run with less manual effort.

What is business process management in simple words?

Writing down how a job really gets done, finding the slow or error-prone steps, agreeing a better way, and then making that better way the normal way, often with software that guides people through it and shows where things are stuck.

Which BPM software is best for small business in India?

There is no single best one. If you already use Zoho or Microsoft 365, Zoho Creator or Power Automate can handle standard forms and approvals well. Enterprise suites such as Pega, Appian and Camunda suit larger organisations with IT teams. If your process is specific to your trade or must connect Tally, WhatsApp and outside users, custom workflow software is often the better fit. We will tell you honestly which applies.

How long does a BPM project take?

It depends on how many processes, integrations and user types are involved. Discovery and mapping of one process usually takes days rather than weeks. A single approval workflow for internal staff is a much smaller build than a multi-branch process with a vendor portal and Tally integration. You get a written timeline after the discovery call.

What does a BPM project cost?

We do not publish packages, because cost depends on the number of processes, integrations, user roles, outside portals, data clean-up and any AI steps. We give a written quote for your specific scope after the discovery call, before any work starts.

Do you provide back-office, data-entry or call-centre staff?

No. Infoways is a web, app, software and automation company. We build the systems your own team uses. If you need outsourced staff, an outsourcing or BPO firm is the right partner, and the system we build can still give both sides one clear workflow to follow.

Can the workflow connect to Tally, Zoho and WhatsApp?

Usually, yes. TallyPrime supports integration through XML over HTTP and ODBC, Zoho apps have APIs, and WhatsApp messages can be sent through the WhatsApp Business Platform with approved templates. Business SMS in India must go through a sender, header and templates registered on TRAI’s DLT system. We check your exact setup before promising anything.

Where does AI fit in business process management?

AI is useful for steps that involve reading or writing: pulling data from an invoice, sorting incoming requests, drafting a reply or summarising a ticket. We keep a person approving anything that affects money, customers or compliance, and we only add AI where it clearly saves time. Our AI automation service page covers this in more detail.

Do you work outside Mumbai?

Yes. We are based in Mahape, Navi Mumbai, and regularly work with businesses in Mumbai, Thane and Pune, where we can meet your team in person for discovery. Clients elsewhere in India work with us remotely.

Who owns the software and the process maps?

You do. The process maps, the source code, the data and the accounts are yours. There is no lock-in, and we document the system so another competent team could maintain it.

Fix the Process First. Then Build the Software.

Book a free process walkthrough. We will map one process with your team and tell you honestly whether it needs custom software, a ready platform, or neither.

Book a Free Process Walkthrough
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