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bpm'online

Vendor Information

Background

Bpm’online is a premium vendor of process-driven cloud based software for marketing, sales and service automation. The beauty and core value of bpm’online products are the out-of-the-box processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant.

Products

 

Bpm'online CRM by bpm'online

Bpm’online CRM is a fully integrated CRM suite comprised of Marketing, Sales and Customer service applications designed to connect the dots between marketing, sales and customer service, efficiently managing the complete customer journey – from lead to order, and to ongoing account maintenance.

Unique features of bpm’online CRM solutions:

Out-of-the-box best practice Processes

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 jump start using the system, bringing industry best practices to their work.

 

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 customers’ 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 no matter what device you use: phone, tablet, desktop or laptop.

 

Bpm’online products are backed by a robust business process management platform based on BPMN standards. Working with business processes in bpm’online is easy - no need to be a technology specialist and there is no coding. The built-in visual process designer allows users to easily modify any pre-set processes or build new ones tuning the logic of bpm’online application to their business needs.

 

Bpm'online customer service by bpm'online

Bpm'online customer service is a robust application to deliver omnichannel customer service and support providing you with the following features:

1) 360° customer view: manage accounts and contacts, segment customers, enrich data through social media, search for and merge duplicates, analyze dublicates;

2) Omnichannel communications: make calls and receive messages directly in the system, provide your customers with comprehensive self-service capabilities and 24x7 access to their case history and knowledge base, engage, collaborate, and share information using enterprise social network, and analyze productivity of service staff;

3) Agent workplace: manage your daily tasks more effectively using a pre-configured single window interface, control and manage inbound and outbound communications easily with bpm’online customer engagement center;

4) Case management: accumulate all cases from your customers and partners in one section of the system, manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service, manage case history, your activities, calls and tasks easily with bpm’online intelligent time management tools;

5) Knowledge management: accumulate the knowledge of your company in a unified knowledge base, enable your agents to rate articles, post comments and regularly update articles;

6)Service catalogue: create a unified database of services to facilitate the work of your service agents, manage service categories, setup service calendars and regulate resolution deadlines for each service, identify the services with the highest priorities and track case histories for these services;

7) Business process management: automate any customer service processes – from case management to problem resolution;

8) Synchronization and integration: employ a built-in utility for data importto and from Excel to quickly import or export data on accounts and contacts, product catalogue, documents and invoices into bpm’online customer service, enjoy seamless integration with Microsoft Exchange that synchronizes email, contacts, and tasks with a click of a mouse, keep the entire history of communications with the customer in the bpm’online application, regardless of the mail provider;

9) System designer: use System Designer to setup workplaces, show or hide system sections for different user roles, or personalize the application by adding company's logo and applying your corporate color scheme; customize bpm’online customer service to fit the unique business needs and requirements.

What makes bpm'online customer service unique?

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.

Engaging interface that users love

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.

 

Bpm'online service by bpm'online

Bpm'online service is a cloud application with out-of-the-box processesfor 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.

Engaging interface that users love - work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important. 

 

Bpm’online marketing by bpm'online

A holistic multichannel marketing management software powered by out-of-the-box best practice processes delivering demand generation excellence.

Use out-of-the-box processes for lead managementBpm’online marketing provides best practice processes for efficient lead management – from demand generation to lead nurturing, to final hand-off to sales. Make sure your sales team focuses only on qualified and sales-ready leads.

Maintain a constant dialogue with your customersUse email-marketing tools to establish and maintain personalized communications with every customer. Optimize your communication strategy based on mass mail responses.

Engaging interface that users love!Enjoy working with the modern, streamlined user interface that is free from redundant information, keeping you focused only on what’s relevant. The bpm’online marketing application has a social look and feel and delivers the same user experience no matter what device it is used on: laptop, tablet or smartphone.

Product overview

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.

1. Easily manage each step of customer demand generation by following pre-defined processes – from lead qualification to hand-off to sales.

2. Use bpm’online analytics to track new leads, evaluate the level of engagement and efficiency of different channels. 

3. Use bpm’online marketing to build your target audience and send bulk emails with just a few clicks of a mouse.

 

Bpm'online service by bpm'online

Bpm'online customer service is a robust application to deliver omnichannel customer service and support providing you with the following features:

1) 360° customer view: manage accounts and contacts, segment customers, enrich data through social media, search for and merge duplicates, analyze dublicates;

2) Omnichannel communications: make calls and receive messages directly in the system, provide your customers with comprehensive self-service capabilities and 24x7 access to their case history and knowledge base, engage, collaborate, and share information using enterprise social network, and analyze productivity of service staff;

3) Agent workplace: manage your daily tasks more effectively using a pre-configured single window interface, control and manage inbound and outbound communications easily with bpm’online customer engagement center;

4) Case management: accumulate all cases from your customers and partners in one section of the system, manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service, manage case history, your activities, calls and tasks easily with bpm’online intelligent time management tools;

5) Knowledge management: accumulate the knowledge of your company in a unified knowledge base, enable your agents to rate articles, post comments and regularly update articles;

6)Service catalogue: create a unified database of services to facilitate the work of your service agents, manage service categories, setup service calendars and regulate resolution deadlines for each service, identify the services with the highest priorities and track case histories for these services;

7) Business process management: automate any customer service processes – from case management to problem resolution;

8) Synchronization and integration: employ a built-in utility for data importto and from Excel to quickly import or export data on accounts and contacts, product catalogue, documents and invoices into bpm’online customer service, enjoy seamless integration with Microsoft Exchange that synchronizes email, contacts, and tasks with a click of a mouse, keep the entire history of communications with the customer in the bpm’online application, regardless of the mail provider;

9) System designer: use System Designer to setup workplaces, show or hide system sections for different user roles, or personalize the application by adding company's logo and applying your corporate color scheme; customize bpm’online customer service to fit the unique business needs and requirements.

What makes bpm'online customer service unique?

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.

Engaging interface that users love

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.

 

Bpm'online ITIL service by bpm'online

Bpm'online ITIL service is a innovative software with a comprehensive set of processes designed in compliance with ITIL best practices:

1) Business process management: automate key business processes using a powerful yet simple to use visual process designer. Model processes in BPMN using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services.

2) Unified customer database: access a complete customer profile in the bpm’online ITIL service, including contact data, social profiles, history of interactions, cases submitted. Having a 360-degree customer view will help you build service strategy and improve your service delivery.

3) Single point of contact: use bpm’online’s communication panel to make calls and receive messages directly in the system. 

4) Agent workplace: manage your daily tasks more effectively using the pre-configured single window interface.

5) Service catalogue: regardless of the complexity of your IT infrastructure and the size of your Service Desk, be certain you can store all services in a single unified environment of bpm’online ITIL service.

6) Service level management: register in bpm’online all types of service agreements needed to service your customers according to different service levels. You can formalize the terms of cooperation with both, customers (SLA) and Service Desk units (OLA).

7) Configuration management: run a single database of all company’s configuration items (CI) and service assets. Bpm’online ITIL service helps to keep records on hardware, software, licenses, network components and documentation necessary for the seamless service provision.

8) Incident and request management: register all customer cases in bpm’online ITIL service. Arrange cases by categories: incidents, service requests, advisory services.

9) Problem management: store all identified problems in the infrastructure and service processes in bpm’online ITIL service. The system helps preventing recurring mass incidents and proactively informs customers about known errors.

10) Knowledge management: combine knowledge about all services, CIs and known errors in a unified knowledge base in bpm’online ITIL service. 

11) Change management: plan all changes in bpm’online ITIL service in order to eliminate known errors in the infrastructure and improve overall quality of IT services. 

12) Release management: store a complete information about planned and implemented releases in bpm’online ITIL service.

What makes bpm'online ITIL service unique?

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.

Engaging interface that users love

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.

 

Bpm’online sales by bpm'online

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 entire sales cycle!

Out-of-the-box processesBpm’online sales includes referenced processes that serve as best practices for lead management, opportunity management, quote management,as well as order and invoice management. Following pre-defined processes makes it easy for companies to jump start the system adoption and bring industry best practices to their work. Thousands of bpm’online sales users prove that blueprint processes guarantee excellent results!

A complete view of the customer journeyBpm’online sales delivers end-to-end sales processes to manage the complete customer journey – from lead to order, and continued account maintenance. Best-in class technology enables the system to connect the dots between marketing, sales and customer service, allowing companies to effectively manage every stage of customer interactions.

Engaging interface that users love!

Bpm’online interface has a social look and feel, which makes it quick to learn and easy to navigate. Users love the elegant design that is free from redundant information which keeps them focused on what is relevant. The system provides a consistent user experience no matter what device you use: phone, tablet, desktop or laptop.

The cutting-edge sales force automation productBpm’online sales is the cutting-edge end-to-end sales cycle management software which drives customer acquisition, development and retention. Take advantage of the ready-to-go sales processes that guide you through the most effective actions to make the most of your sales pipeline, minimizing missteps and boosting results.