The drawbacks to having fragmented systems are clear: development complexity, redundancy, cost, and security risks are all factors that could be affected in a business if systems aren’t able to effectively communicate and transfer data. BPM Institute even warns of a greater threat: “in extreme cases, the loss of value is deadly and businesses go extinct… workflows become a complex series of handoffs between functions, jobs and information systems. Each handoff represents an opportunity to introduce error, delay and added cost”. Additionally, fragmentation can amplify bad customer service; if businesses are required to spend more time dealing with complex and disparate systems, it cuts down on valuable time needed to help customers.

For example, most banks have disparate systems which contribute to clients experiencing sub-optimal user journeys, adding friction in the process of completing tasks and doing business. Many banking customers utilize multiple financial products from their bank, such as a savings account, credit card, or a loan. The bank holds data on different products, as well as customer earning and spending habits; however, should the client apply for a new product like a mortgage, the bank will need to ask them unnecessary repeat questions. This is a process that occurs due to fragmented back-end systems. In this example, removing a large percentage of repeat questions from a mortgage application process will simplify and accelerate outcomes and drive revenue, whilst also providing the applicant with a smoother interaction.