Many companies who focus on process improvement look to technology as the silver bullet. They immediately look for how technology can improve the process. Consultants help promote this idea because so many large consulting companies want their share of this huge business potential.
However, when you start with technology, you lose sight of potential lower cost alternatives. Begin by understanding the steps involved in the process, so you can look to remove roadblocks and non-value added steps (steps the customer does not care about, nor wants to pay for, if they knew about the step). Use technology after you implement process changes.
Think about the people involved in the process and how you can adjust what employees and vendors do. Evaluating the efficiency of people involved in delivering the results of the process adds to the people/process/technology puzzle. Use technology after you implement people changes.
All three components (people, process, and technology) play a role in improving a business process; just save the cost of implementing technology until after you have the most efficient process possible.