1. BPM+CRM synergy to boost business efficiency
@Helen_BPMonline

2. Why companies buy a CRM solution?
Discover new customers and increase customer revenue
Simplify marketing and sales process
Cross sell products more effectively
Provide better customer service
Make call centers more efficient
What you see now is the list of tasks that companies name as a reason for buying CRM solution. And a lot of companies after a while search for a new CRM solution or try to do something with the existing one as they still cannot achieve their goals in full.
We set up a question – What’s CRM-application should be to really solve tasks and not to be just another software for data collection.

3. Take action!
BPMonline
To achieve a goal we have to accomplish a set of certain actions. In other words – to get something we have to do something. We need this ACTION.

4. Action is a process
And what is Action? Action is a Process. It is an understanding of what should be done and how it should be done to get expected speed and quality. Those who lead companies have their goals, tasks and ideas that they need to distribute across the organization and make it work. And they need a tool to create necessary processes and implement them.

5. The next gen of business apps
But also we have those who do a lot of different everyday tasks to make management dreams come true. A solution should help them. How? Just to offer the best next action according to previous results, collected data and available options.

6. CRM is powered by processes
And we came to the idea of CRM-system that allows not only search data quickly, make reports or track Sales Reps KPIs but actually help people to make correct decisions, choose the best way in the sales, marketing or customer service process.

7. Industry Tailored BPM + CRM=
Industry Tailored BPM + CRM
And we created BPMonline - the merger of Business process management and CRM.

8. CRM Features Account and Contact Management
Lead and Opportunity Management
Automation and Tracking of Selling Processes and Sales Operations
Campaign Management
Case /Incident Management
Knowledge Management
Dashboards/Analytics
Contact Centre Management
Documents and Order Management

9. CRM Features Customer Data Management
Collect vital customer data from , phone, website, etc.
Merge data from facebook.com, linkedin.com and twitter.com to have a complete picture of your customers
Create detailed customer profiles
Deliver instant, company-wide access to customer interaction history
Provide employees with all the information they need at their fingertips

10. CRM Features Sales Management
Deliver greater opportunity for data collection
Easily differentiate and segment customers
Expand opportunities for cross sales
Nimbly manage sales team with sales pipeline
Standardize sales process across organization

11. CRM Features Campaign Management
Use multiple metrics to segment customers
Plan and launch more targeted campaigns
Measure response and revenue from campaign
Improve marketing team coordination
Facilitate product and campaign feedback

12. CRM Features Incidents Management
Use Knowledge Base to increase first time resolution
Get real-time analytics to measure performance
Track state of incidents to reduce overdue ones
Efficiently route and escalate incidents to accelerate resolution
Automate service delivery through all channels

13. CRM Features Time Management
Organize all types of activities (tasks, calls, s) in a single window
Use Invisible CRM for a seamless MS Outlook integration
Plan, assign and monitor employee workload
Assign regular recurring tasks
Employ reminders to optimize timeliness
Deploy business processes to assign tasks and resources to team members

14. CRM Features Document Management
Enter data once and automate data conversion
Generate documents automatically merging data with templates
Archive all document versions
Approve documents online
Create a well-structured e-Library for all materials
Automate documentary process

15. Contact Centre Features
Agent Capabilities and Benefits:
Deliver a single point of access for agents
Shorten response time by automating routine
Use scripts and call scenarios
Log all communications
Support for multiple channels, including phone, , and web interactions.
Get agent activity reports
Integrate with the popular call centers: Cisco, Avaya, Nortel

16. BPM Features Under Development Process Design
Process Execution: Code Generation, Compilation and Execution
User Interface Designer
Content Management
EAI Tools: Web Services, Direct DB Access, Third-Party Software Connectors
BI (basic functionality)
BAM (basic functionality)
BRM
Simulation and Optimization
BI (extended functionality)
BAM (extended functionality)
Under Development

17. BPM Features WYSIWYE Business Process Designer
Create and execute processes on-the-fly
Optimize processes in a consistent way
Use standard processes as a foundation
Leverage the BPMN benefits

18. BPM Features Automation of the CRM Processes: Customer Acquisition
Customer Development
Marketing Management
Customer Lifecycle Management
Cross Sales
Incident Management
Documents Approval
Knowledge Base Management
etc.

19. Because it works! Why BPMonline CRM?
All the features shown above are just great and cover all the necessary CRM solution points. And let’s now talk about business benefits it can provide to a business owner and employees. We identified 5 key benefits of Business Process Management in CRM solution.

20. 1. Drive Innovations

21. 2. Best Practices

22. 3. Communication

23. 4. Save time

24. 5. CX

25. Key Differentiation: BPM+CRM Fusion Achievements:
Customers:
users
500+ users
150 users
10 users