We aim to cater to all client issues and I’m happy that BPM Online is there to help us all the way.

What are the best aspects of this product?

A few years ago, we started the company without any metrics on hand. So there is no way for us to determine our overall performance. One of our challenges was customer satisfaction because we were getting numerous callbacks and complaints about the same issues repeatedly. We figured out that we have to do something drastic to prevent our customers from switching to another provider. So we decided to take the leap and try out what BPM Online has to offer. I am happy that this platform provided us with a set of metrics and reliable reporting that could help us quantify our employee's performance. We now have visibility on the number of open tickets that they get to resolve daily, and the same goes for those unresolved issues.

What aspects are problematic or could work better?

Currently, the is working well on our end. A lot of people are happy, including our external clients.

What specific problems in your company were solved by this product?

One of the best things that BPM Online has to offer to companies is it helps simplifies the processes of both escalation and resolution. Most of our cases have a turn around time of 24 hours, and we are happy that our team is capable of closing them off before the end of the day. We get to receive notifications if something urgent comes up to ensure that everything is covered on our end. Thanks to the system's high-end analytical features, which helps us achieve our goals of providing excellent customer service.

Are you a current user of this product?

Yes