Efficient contact centre
BPMonline CRM Agent Desktop puts all the necessary tools and functions right at the fingertips of the contact centre staff. Working in special all-in-one environment the agents get a consolidated view of all the information they need. All communication channels — phone, email, social media — harnessed under a single process.
When handling a call or arranging call-backs the agents can instantly search for a contact by phone number, email, name, etc. Detailed contact summary pops-up on the agent’s screen mapping aggregated parameters such as the customer’s segment, satisfaction, loyalty.
For each request handled by the contact centre an agent has the possibility of prompt access to the detailed information about the products, invoices, marketing campaigns and knowledge base articles with the ability to email the information.
After processing a customer’s request the contact centre software will automatically propose an agent a relevant follow-up action.
Use incoming emails, calls and other data streams to set up customer requests both manually and automatically. The software can also draw data from a customer’s social networking sites and use this to set up a relevant case within the system. Provide a more personable and accurate approach, whilst cutting down on manual process time. Use BPMonline process designer to define specific business processes in order to resolve cases with more efficiency.
Have all your mass mail campaign information integrated with your customer details and preferences, effectively manage your email/snail mail projects and social media campaigns; take greater control over your outbound calls by adding the appropriate agents to a prospective call list and creating additional target audiences for your campaigns. Also get the ability to closely study your target market with detailed analysis showing how your product or service relates to different sections of your audience.
BPMonline Agent Desktop has all the tools that a call management software should provide. It lets you monitor and organize your calls, customers and agents. View detailed reports of individual employee performance; manage incoming phone queues and assign calls to specific agents, keeping the full control of your daily operations.
Business Process Management
A heart of the contact centre solution on BPMonline platform is a process designer that allows for process modeling and process automation. Any action can begin a pre-defined business process. This approach provides incredible flexibility for business analysts and enables them to pinpoint problem areas and make corrections on the fly.
The business logic is defined by processes which can be changed when needed. Implementing a new process is as simple as modifying of a pre-set one – you simply draw a process diagram and save it - system treats all processes the same.
Business processes management and automation tools provided by the BPMonline CRM Agent Desktop software solution drastically boost performance.
Customer Data Management
The system consolidates data for all companies you work with. It enables managers to get a multi-dimensional view of your customers, partners, vendors, and competitors.
With BPMonline CRM Agent Desktop you can find any piece of data in a matter of seconds.. A complete history of face-to-face meetings, mailings, calls and customer requests is at your fingertips. At the same time, you can restrict access to confidential information.
BPMonline CRM Agent Desktop software solution provides great tools for customer segmentation and customer lifecycle management: you can rapidly sift the data by any criteria to pinpoint specific groups. As a result you will easily improve customer loyalty and collaboration.
BPMonline has a practical interface for contact management: you can instantly find customer data and employee information. It has outstanding performance in processing of huge data volumes and it can store any information you may possibly need.
Built-in tools of BPMonline CRM Agent Desktop allow you to import data from MS Excel or synchronize with Google Contacts. Tight integration with social networks enables you to manage customer relationships using Facebook, LinkedIn and Twitter.
Promotion tracking, as well as monitoring of relations between companies and contacts can be really useful – all this insight will help improve collaboration with customers, colleagues and partners.
Manage leads more effectively – indicate customer’s interest in your product or services; use lead qualification and disqualification capabilities. Register full set of information provided by the lead. Qualify the lead as a new customer by creating associated account, contact. The system performs and automatic search and if the lead is a duplicate entry it is qualified as a customer. Irrelevant leads (e.g. leads with invalid contact information) can be disqualified.
Time Management and Communications
In order to build outstanding customer relationships you should be prompt, accurate and punctual. To help sales managers perform their best, BPMonline CRM Agent Desktop delivers a great time-saver – a single window for management of the most critical activities – sending e-mail, making calls, handling tasks.
All the activities are placed in a single list or displayed as a schedule, so you can instantly arrange daily activities according to their priority, due date, or customer. BPMonline CRM Agent Desktop can be used to plan, forecast and analyze daily routines. Likewise it can be used to track all activities related to a specific customer, partner or supplier. If along with BPMonline CRM Agent Desktop you use Google services for email and task scheduling, you can synchronize the data.
BPMonline CRM Agent Desktop software solution helps manage day-to-day activities and monitor the completion rate of delegated tasks. Other practical tools for improving performance include built-in analytics and business process automation.
BPMonline CRM Agent Desktop harnesses primary sales management tools in one window – list of invoices, sales, a personal organizer, and a search interface. This window allows staff to schedule a meeting or make a call to remind customer about an outstanding payment. It displays information about invoices and contains a search area creating a comfortable working environment to help staff maximize time and do more business.
The CRM solution enables development of the customer relationship from the moment of first contact. It helps staff manage deals during entire customer lifecycle revealing new opportunities for mutual collaboration.
At the same time BPMonline CRM Agent Desktop can be used to track competitor actions, monitor plan completion and share sales materials. A comprehensive set of diagrams may reveal hidden trends or discrepancies, but if you feel that you need additional analytical information a list of diagrams can be easily extended.
The solution can be used to automate document management. Any kind of a document circulating in a company, like contract or regulation, can be stored in BPMonline CRM Agent Desktop. All document records are kept in a structured manner and can be downloaded in a matter of seconds.
You can define subordinate documents, securely share materials, attach files – all these outstanding features coupled with great performance deliver an unprecedented user experience.
The solution provides simple but efficient tools to manage orders. Printing an order right from the CRM solution is done in an instance. Moreover, BPMonline CRM Agent Desktop can track order status and define the most profitable deals.
Knowledge base is a virtual representation of a library that stores all your internal documents in perfectly organized manner: all templates, marketing materials, presentation, technical specifications or regulations can be easily found by tags, shared and updated.
Working with multichannel marketing campaigns has never been easier. Leverage BPMonline CRM Agent Desktop software solution to automate the whole process of campaign organization, starting from budget planning and targeting and ending with tracking the responses by tying every sale back to the original source. Analytical reports can be run to analyze results and calculate ROI to funnel your marketing budget into the activities that generate the highest revenue.
BPMonline CRM Agent Desktop has extended mass e-mailing capabilities. Use macros during e-mail text preparations, to automatically substitute them with necessary information from the CRM system. Add contacts to e-mailing list not only one by one, but by adding a group of contacts. Considering contact’s preferences is important for mass e-mailing – if a contact doesn’t want to receive e-mails, he will be excluded from the list.
Dashboard summarizes key information in a real-time mode. BPMonline CRM Agent Desktop enables you to customize the Dashboard the way you need: you may place tables that contain information from any section of the System, visual diagrams or even web sites. The Dashboard allows for keeping tabs on current situation and help anticipate future changes.
Standard reports allow for a detailed view of business from various points of view. Charts are excellent visual representations of statistical data. Use the report builder to aggregate any statistical information needed.
The BPMonline CRM Agent Desktop administrative tools allow IT staff to add, update and remove user accounts, group user accounts based on organizational structure of business and manage user access rights.
Track changes of records more easily by logging system events. At any moment you can analyze the changes made to the system. You will always know what actions were performed, when and who performed these actions. The information security is under your control.
Administrators may change a structure of BPMonline CRM Agent Desktop. They can organize sections and put them in a different order, change the details in each section, add or remove details or entire sections. Moreover, this toolbox permits creation of new diagrams, reports or templates for different system sections.
This section of BPMonline CRM Agent Desktop contains all lookups that can be used in the solution. It can add lookups and modify content and structure of any pre-built lookup in order to align the application with specific business needs. BPMonline CRM Agent Desktop allows for editing both general lists (e.g. cities) and lists that can change business logic (e.g. account types or document statuses)
This customization tool enables changing the data structure, UI or business logic without programming. When adding a field, changing its position, grouping some fields in a logical block or making any other improvement to user interface – use the visual page designer to make all the changes in a matter of minutes. The object designer facilitates changing default values or defining field rules.
All customization tools that can be found in BPMonline CRM Agent Desktop software solution (object designer, page designer, process designer etc.) are built to implement one fundamental idea – help businesses and developers extend and fine-tune the application in the most efficient manner.
BPMonline Outlook Connector
The BPMonline Outlook Connector enables you to work in the familiar MS Outlook environment while avoiding the need to duplicate data entry.
According to Gartner, 80% of sales manager’s time is spent on routine data entry tasks with only 20% of time left over to work actually moving deals. The BPMonline Outlook Connector simplifies the work of sales managers giving the capability to work in the native MS Outlook environment with all the data from BPMonline CRM Agent Desktop.
There is no need to switch between different windows to view information on sales, customers, accounts or documents because it can be handled directly in Microsoft Outlook. You can edit contact information, create contacts and send email. When you synchronize BPMonline CRM Agent Desktop with Outlook, all the changes made in Outlook will appear in the CRM software solution. Furthermore the sales manager can cut the umbilical cord and work independently of Internet connection since all work done in off-line mode can be reflected in BPMonline CRM Agent Desktop as soon as a connection is restored.
Integration of BPMonline CRM Agent Desktop and QuickBooks helps you to obtain complete customer information and eliminates dual data entry, ensuring data accuracy.
You can seamlessly synchronize customers and accounts data between BPMonline CRM Agent Desktop and QuickBooks. In addition, you can import the data about opportunities, issued and paid invoices from QuickBooks to BPMonline CRM Agent Desktop. Data synchronization can be performed in automatic mode or you can initiate it manually.
Keep important customer financial information under your fingertips to boost your business efficiency.