Next generation CRM: All about business process excellence
What is bpm’online CRM?
Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service.
It is intended for SMEs and large corporations and offers scalable features.
The solution gives users the ability to view marketing, sales and service activities through a single CRM platform. Bpm’online provides three integrated products, which can be used separately or in a single CRM bundle.
Likewise, it is accessible through the bpm’online CRM Mobile, maintaining its look and feel across different phone and tablet platforms. It also works with popular productivity tools such as Google Calendar, MS Outlook, and MS Word. The software can be integrated with your own apps in different ways such as web services, .Net managed assemblies, and COM or DLL.
Why bpm’online CRM?
Enjoy both BPM and CRM functions in one solution
- Design, automate, track, and manage business processes
- View detailed customers’ buying behavior
- Forecast sales plans more accurately
- Supervise marketing events and activities
- Calendar tasks and monitor employee deliverables
- Simplify document processing
- Better analytics and measurements for business results
Bpm’online products include a set of best practice processes for marketing, sales, and customer service. Ready-to-go processes guide users through the most effective actions and make it easy for clients to jumpstart using the system, bringing industry best practices to their work.
Customization is easy
Enjoy a complete set of tools to fine tune an application, such as: a wizard to add objects, fields and links; an integrated component library to customize without coding; and processes to change business logic.
Integrate smoothly with Open Configuration
Developers can rebuild, tweak, and extend bpm’online CRM modules, business logic and functionality using the latest web-based technologies.
Greater flexibility with Agile Deployment
Deploy an on-demand (SaaS) or on-site solution to meet company policy. The on-demand platform includes CRM updates and technical support, while the on-site version requires one-time payment and offers a lifetime license for the CRM software and maintenance services for the first year of purchase.
A complete view of the customer journey
Bpm’online delivers end-to-end processes to manage the complete customer journey from lead to order and continued account maintenance. Connecting the dots between marketing, sales, and customer service allows companies to effectively manage every stage of their customer interactions.
Engaging interface that users love!
Bpm’online applications have an engaging interface and a social look and feel, which makes working with the software easy and ensures an increase in overall user adoption rates. The system provides a consistent user experience on all devices: phone, tablet, desktop, and laptop.
Gain the agility to change processes in the CRM faster than ever.
Bpm’online products include a set of best practice processes for marketing, sales and customer service. Ready-to-go processes guide users through the most effective actions and make it easy to jump start using the system and bring industry best practices to their work. Changing processes in bpm’online is easy – you don’t need to be a technology specialist and there is no coding.
Bpm’online offers the agility to continually test, modify, and improve processes to stay tuned to the new business environment. There are no interruptions of the user work when a process needs to be updated. This helps with the process modification and testing in response to the immediate needs of the business, on the fly and in the cloud.
Align marketing, sales and service on a single CRM platform
Bpm’online provides its customers with comprehensive full-fledge applications for marketing, sales and service management on one platform that can be deployed as standalone products, or as a CRM bundle. Thus, the system delivers end-to-end processes to manage the complete customer journey – from lead to order to continued service excellence, allows companies to effectively manage every stage of the customers’ interactions.
Bpm’online marketing is a robust marketing automation software that helps to gain demand generation excellence through identifying customers’ needs and nurturing their interests until they are successfully transformed into opportunities.
Easily manage each step of customer demand generation by following pre-defined processes – from lead qualification to hand-off to sales.
Use bpm’online analytics to track new leads, evaluate the level of engagement and efficiency of different channels.
Use bpm’online marketing to build your target audience and send bulk emails with just a few clicks of a mouse.
Automate and improve marketing processes
bpm’online marketing is one of the rare samples of this kind that allows users to change operations without coding. It is an agile and flexible system which compares marketing channels to distinguish the ones that generate the best leads, and does the same with prospects to select sales-ready ones, and to assign them to the right users. The very same platform can be used to modify marketing streams, as well as test and improve processes whenever the business environment is changing.
Cover all advanced lead nurturing practices
Being an omnichannel product, bpm’online leverages the best lead nurturing practices, so that leads would be automatically routed from one sales stage to the other, be it acquisition, qualification, or distribution. These practices make the most of the marketer’s creativity, as he can create his own, brand-specific papers, e-books, events, seminars, or even video interviews. If you’re not that much into personalizing communication, and wish to skip using the in-built content creator, you can simply access the assets library and use some of its templates.
Maintain a constant dialogue with your customers
Use email-marketing tools to establish and maintain personalized communications with every customer. Optimize your communication strategy based on mass mail responses.
Offer end-to-end lead management
Tightly connected to the bpm’s service module, this marketing tool makes it possible to manage and nurture leads until a deal is concluded. Experienced professionals made sure that the product will cover all the best practices or effective lead management, and incorporate strategies that summarize lead information, and prioritize the most probable customers. The best part about this process is that it eliminates the need to consider leads’ location, scale, or industry, but focuses solely on their behavior to determine their status. It is worth to note that bpm’online management uses profile data, sophisticated mapping to existing customers, website sessions, and other important parameters to ensure accurate customer segmentation.
Website behavior tracking
Website event tracking
From the first visit to a site, the visitor’s web browser gathers information about pages visited, website paths and time spent on the site. When registering, all the information in the visitor’s cookie files is sent to bpm’online marketing and added to a lead’s profile.
Tracking lead sources
The system not only helps to track visitor behavior on your website, but also enables you to identify lead generation channels and sources. All information is collected in the lead profiles and is also displayed in dashboard analytics. Track lead sources to evaluate the effectiveness of lead generation channels used in your marketing campaigns and focus your efforts
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Bpm’online sales is a cloud based CRM that drives efficient sales processes and enables total control over the complete customer journey - from lead generation to loyal repeat sales. Employ out-of-the-box processes to manage the sales cycle!
The cutting-edge sales force automation product
Bpm’online marketing is one of the rare samples of this kind that allows users to change operations without coding. It is an agile and flexible system which compares marketing channels to distinguish the ones that generate the best leads, and does the same with prospects to select sales-ready ones, and to assign them to the right users. The very same platform can be used to modify marketing streams, as well as test and improve processes whenever the business environment is changing.
Discover features the system offers to help you sell more and stay ahead of the competition:
As a customer-oriented system, bpm’online sales concentrates most of its functionality around lead & contacts management, giving you a 360-degree view of all customers, and guiding them through the entire sales process. You can keep record of all contact data, track connections between different accounts and relationships within the company’s structure, as well as list all interaction activities related to a particular customer.
Bpm’online sales will also allow you to manage CRM data effortlessly, using a data scientist that identifies contact information, and arranges it in customer profiles. It extracts this and other valuable information from all open sources you’re accessing, and keeps it regularly updated. Another unique possibility is to enrich customer data using Facebook and Twitter profiles, and relying on the system’s pre-built social media integrations. You can then add weight to each and every parameter present in the profile, and appoint a supervisor to evaluate the completeness of the profiles. For missing data, the system will send automated notifications.
Bpm’online sales is designed for teams rather than individuals, and thus allows you to communicate and exchange information with customers and team members. You can plan your works in a handy calendar, and link tasks to agents, opportunities, and deals. The system integrates with leading email providers to ensure that you can manage all vital correspondence from a single platform.
Bpm’online sales gives you a unique opportunity to plan and forecast sales activities by managers, including the possibility to predict volumes based on accounts, managers, and industries. You can easily compare important indicators, and use intelligent filters to deduct information within seconds. This way, managers are able to analyze and measure progress, and compare it to their planned sales quota.
Orders management and smart invoicing
As a sales-first system, bpm’online sales also devotes attention to your order lists, helping you classify orders by accounts, status, budgets, owners, and many other factors. Once all orders are listed in the system, you can monitor their status, and make their processing more efficient. bpm’online sales will process all orders coming from your website, and provide you with ready-to-use templates to invoice your customers.
Document flow automation
Easily manage documents using bpm’online sales. Track documents in the system, specify their type and link them to customers, opportunities, orders, etc. Attach scans and copies of documents, create new documents using the pre-set templates and populate them with data from the system. Save the history of approvals and chronology of activities for each document.
Bpm’online sales offers an automated document approval process. The system will notify the owner when the document is approved. You can also set up parallel or sequential approval flows, and the rules for approval delegation.
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Bpm'online service is a cloud application with out-of-the-box processes for full-cycle service management
Leverage built-in processes
Bpm'online service offers out-of-the-box processes based on industry best practices. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence.
Manage omnichannel communications
Personalize communications with your clients using bpm’online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.
The best fit for companies that are looking to manage omnichannel communications.
360-degree customer view
Bpm’online service allows you to gather all contacts under the same roof, and track their contact data and interaction history. The dedicated customer profiles will cover phone numbers, email correspondence, relationship structures, social media profiles, and complete service history. With this system, you will also be able to automate data enrichment, and identify additional contact information coming from various external sources (social profiles in particular). Another smart function of bpm’online service is customer segmentation, which is again performed with minimal effort by your side.
With bpm’online service, you will be able to manage all communication channels from a single dashboard. The system offers a special Communication panel from where you can make and receive calls, manage emails, send and accept social media requests and respond to messages, and edit contact information. bpm’online service will also put in place an intelligent notification system.
Bpm’online service doesn’t only unify contacts, but also the cases you’ve solved for them and for your partners. Basically, all of your work is collated and organized in a single system, and you can assign it to the appropriate agent and set due dates with a single click.
The best choice for medium and large companies looking to deliver high-level service across multiple communication channels.
Problem, change & release management
As a Service Enterprise user, you will be able to store, identify and classify all service and system problems, so that you can refer to them in future and avoid bigger incidents. The system will also allow you to prioritize problems that must be solved immediately, and to choose the configuration items for the purpose. bpm’online service is also equipped for change management, meaning that it will plan and monitor changes in your ITIL service, and make it easier for you to supervise quality and appoint deadlines. Last, but not least, bpm’online service offers release management features, and helps you keep track of workloads, teams and deadlines connected to releases.
Business process management
One of the most competitive advantages of this system is its ability to automate a wide variety of internal business processes other than service-related ones. For instance, you can use it to effectively manage process modelling, monitoring, execution, and analysis of core operations, and boost the efficiency of the entire team using a single system.
Well-organized service catalogs
Service catalogs will be available to both Customer Center and Service Enterprise users, regardless of the size and complexity of their IT service workload. What bpm’online service will do here is to unite all types of services in a single catalog which will be available to customers to subscribe for a particular service. The system’s powerful service designer will in the meanwhile arrange the technical specifications and timeframes for each service, and make sure it is always assigned to the most skilled agent.
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