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bpm’online service Review

bpm’online service
Our score: 8.6 User satisfaction: 100%

What is bpm’online service?

Bpm’online service is intelligent service management platform to accelerate service delivery and customer delight. Bpm’online offers out-of-the-box processes for full-cycle service management based on industry best practices.

Bpm’online service enables organizations to deliver end-to-end omnichannel customer service improving the speed of request resolution while providing high-touch customer experiences. It also offers functionalities that will allow you to tackle customer requests more efficiently by automating service operations. Just program the application to follow your operational process for customer care, and you’re good to go. 

The product is delivered in two different editions:

  • Customer centera set of tools to deliver excellent customer service and manage omnichannel communications.
  • Service enterprisesophisticated tools to manage a complete service cycle and support customers and internal users. The best choice for medium and large companies looking to deliver high-level service across multiple communication channels.

Overview of bpm’online service Benefits

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.

Overview of bpm’online service Features

Customer Center:
  • 360° customer view
  • Omnichannel communications
  • Contact center
  • Case management
  • Knowledge management
  • Service catalogue
  • Business process management
  • Synchronization and integration
  • System designer
Service Enterprise:
  • Unified customer database
  • Omnichannel communications
  • Contact center
  • Business process management
  • Request management
  • Problem management
  • Change management
  • Release management
  • Service catalogue
  • Service level management
  • Configuration management
  • Knowledge management
  • Synchronization and integration
  • System designer

bpm’online service Position In Our Categories

Knowing that companies have unique business-related demands, it is sensible they avoid buying an all-encompassing, “perfect” system. Having said that, it would be futile to stumble on such application even among widely used software systems. The practicable step to undertake would be to tabulate the different critical factors that merit consideration like crucial features, price plans, skill capability of staff, business size, etc. The second step is, you must double down on your product research systematically. Go over these bpm’online service evaluations and explore each of the software programs in your list in detail. Such comprehensive research guarantee you avoid ill-fitting applications and pay for the one that meets all the features your company requires.

Position of bpm’online service in our main categories:

It is important to realize that virtually no software in the Service Desk Software category will be an ideal solution that can fulfill all the goals of all company types, sizes and industries. It may be a good idea to read a few bpm’online service Service Desk Software reviews first as some solutions might dominate just in a really narrow group of applications or be designed with a really specific industry in mind. Others might function with an idea of being easy and intuitive and therefore lack advanced elements needed by more experienced users. You can also come across solutions that focus on a large group of customers and provide a powerful feature toolbox, but that in most cases comes at a higher cost of such a software. Be certain that you're aware of your requirements so that you choose a solution that offers specifically the elements you look for.

How Much Does bpm’online service Cost?

bpm’online service Pricing Plans:

Free Trial

Customer Center

$35/user/month

Service Enterprise

$50/user/month

bpm’online service offers two enterprise pricing editions, depending on whether you’re running a small business and looking to establish a simple customer center; or leading a large enterprise in need of a proficient service desk. Here are the details for each:

Customer Center – $35/user/month

  • Unified customer database
  • Omnichannel communications
  • Service catalogue
  • Business process management
  • Contact center
  • Case management
  • Knowledge management
  • Synchronization and integrations
  • System designer

Service Enterprise – $50/user/month

  • All features from the Customer Center edition
  • Service level management
  • Configuration management
  • Request management
  • Problem management
  • Change management
  • Release management

User Satisfaction

Positive Social Media Mentions 1
Negative Social Media Mentions 0

We realize that when you make a decision to buy Service Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and bpm’online service reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with bpm’online service. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are bpm’online service pricing details?

bpm’online service Pricing Plans:

Free Trial

Customer Center

$35/user/month

Service Enterprise

$50/user/month

bpm’online service offers two enterprise pricing editions, depending on whether you’re running a small business and looking to establish a simple customer center; or leading a large enterprise in need of a proficient service desk. Here are the details for each:

Customer Center – $35/user/month

  • Unified customer database
  • Omnichannel communications
  • Service catalogue
  • Business process management
  • Contact center
  • Case management
  • Knowledge management
  • Synchronization and integrations
  • System designer

Service Enterprise – $50/user/month

  • All features from the Customer Center edition
  • Service level management
  • Configuration management
  • Request management
  • Problem management
  • Change management
  • Release management

What integrations are available for bpm’online service?

bpm’online service integrates with the following business systems and applications:

  • MS Excel
  • MS Exchange
  • MS Outlook
  • Google
  • PBX and cloud telephony services
  • Mail integration via IMAP/SMTP
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Reviewed By Nestor Gilbert
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