Presentation on theme: "BPM+CRM synergy to boost business efficiency"— Presentation transcript:
1 BPM+CRM synergy to boost business efficiency @Helen_BPMonline
2 Why companies buy a CRM solution? Discover new customers and increase customer revenueSimplify marketing and sales processCross sell products more effectivelyProvide better customer serviceMake call centers more efficientWhat 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!BPMonlineTo 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 processAnd 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 + CRMAnd we created BPMonline - the merger of Business process management and CRM.
8 CRM Features Account and Contact Management Lead and Opportunity ManagementAutomation and Tracking of Selling Processes and Sales OperationsCampaign ManagementCase /Incident ManagementKnowledge ManagementDashboards/AnalyticsContact Centre ManagementDocuments 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 customersCreate detailed customer profilesDeliver instant, company-wide access to customer interaction historyProvide employees with all the information they need at their fingertips
10 CRM Features Sales Management Deliver greater opportunity for data collectionEasily differentiate and segment customersExpand opportunities for cross salesNimbly manage sales team with sales pipelineStandardize sales process across organization
11 CRM Features Campaign Management Use multiple metrics to segment customersPlan and launch more targeted campaignsMeasure response and revenue from campaignImprove marketing team coordinationFacilitate product and campaign feedback
12 CRM Features Incidents Management Use Knowledge Base to increase first time resolutionGet real-time analytics to measure performanceTrack state of incidents to reduce overdue onesEfficiently route and escalate incidents to accelerate resolutionAutomate service delivery through all channels
13 CRM Features Time Management Organize all types of activities (tasks, calls, s) in a single windowUse Invisible CRM for a seamless MS Outlook integrationPlan, assign and monitor employee workloadAssign regular recurring tasksEmploy reminders to optimize timelinessDeploy business processes to assign tasks and resources to team members
14 CRM Features Document Management Enter data once and automate data conversionGenerate documents automatically merging data with templatesArchive all document versionsApprove documents onlineCreate a well-structured e-Library for all materialsAutomate documentary process
15 Contact Centre Features Agent Capabilities and Benefits:Deliver a single point of access for agentsShorten response time by automating routineUse scripts and call scenariosLog all communicationsSupport for multiple channels, including phone, , and web interactions.Get agent activity reportsIntegrate with the popular call centers: Cisco, Avaya, Nortel
16 BPM Features Under Development Process Design Process Execution: Code Generation, Compilation and ExecutionUser Interface DesignerContent ManagementEAI Tools: Web Services, Direct DB Access, Third-Party Software ConnectorsBI (basic functionality)BAM (basic functionality)BRMSimulation and OptimizationBI (extended functionality)BAM (extended functionality)Under Development
17 BPM Features WYSIWYE Business Process Designer Create and execute processes on-the-flyOptimize processes in a consistent wayUse standard processes as a foundationLeverage the BPMN benefits
18 BPM Features Automation of the CRM Processes: Customer Acquisition Customer DevelopmentMarketing ManagementCustomer Lifecycle ManagementCross SalesIncident ManagementDocuments ApprovalKnowledge Base Managementetc.
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.