bpm’online service Review

Why use bpm’online service? The system brings customer care to perfection with a variety of advanced features and best industry practices, introducing at the same time a more personalized approach to core service operations. The system works in synergy with the company’s CRM and sales bundle, and can thus be applied to control the complete customer life-cycle. Here are the main benefits commonly associated with using bpm’online service:

Customer center benefits:

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.

Omnichannel communication

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.

Case management

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.

Service Enterprise:

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.