What is CRM?
CRM system is a software that manages the relationship between an organization and its customers. The abbreviation CRM stands for Customer Relationship Management. The main goal of any CRM is to ensure sales increase by optimizing business processes, improving the quality of goods and services, and effectively communicating with customers (after-sales service and technical support).
CRM captures and analyzes leads, stores information about customers, accepts complaints and offers from these customers and, based on all this information, provides you with the data, which allows for making data-backed decisions. These data is a great way to improve the quality of service and, as a result, increase sales.
Basic functionality of CRM system
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So what are the benefits of CRM system?
CRM system is a highly efficient type of a software solution, which brings billions of advantages. The most essential benefits of CRM include:
Quality of the service/product improvement
Using CRM system, it is possible to make relationships with customers the first priority for your company, which allows for paying more attention to the level of the provided service and customer satisfaction rate.
With the help of CRM software, you can easily track the effectiveness of your employees: set KPIs, delegate tasks, set deadlines, track progress, assign agents and many others.
Increased customer loyalty
Complete information on each client will enable marketing, sales and service agents to deliver truly personalized customer experience, which leads to increased customer loyalty and more sales.
Increased number of customers
Having loyal customers, you can be sure that they will recommend your company to their friends or partners.
Increased sales volume
With the involvement of new customers, the number of sales is also growing, and increasing the loyalty of existing customers leads to repeated sales.
Benefits of using bpm'online CRM
Bpm’online is the most agile CRM platform for midsize and large enterprises to accelerate sales, marketing, service and operations. Developed on top of the intelligent BPM platform, bpm’online CRM provides its users with out-of-the-box tools to manage a complete customer journey, from the first point of contact to customer service. Additionally, bpm’online provides an ecosystem of out-of-the-box processes, templates and apps – bpm’online marketplace, which enables users to accelerate productivity and benefit from extended bpm’online capabilities. All bpm’online products can be used both as stand-alone solutions and as a bundle.
With bpm’online marketing, users are able to consolidate the data on the leads and their interactions history in the single environment. Moreover, users have the ability to segment the lead database based on the necessary parameters, which may include age, demographics, gender and others, to ensure a personalized approach to every lead or segment. With the help of smart website tracking tool, it is easy to track the lead’s behavior on the website and identify the most effective lead generation channels, which allows for focusing the attention on the most efficient ones. With the help of the intuitive campaign designer, users are able to create and run campaigns of any complexity and send personalized trigger emails.
With wide bpm’online sales functionality, sales professionals are able to efficiently manage the complete sales cycle – from initial contact to order, and successful cross and up sales. The system is equipped with a set of built-in best practice sales processes that guide sales reps step-by-step through the most effective actions to liberate sales bottlenecks and get the most out of the sales pipeline. Sales reps can take advantage of the bpm’online powerful features such as sales forecasting and planning, opportunity management and field sales management. Single window for order processing enables to manage orders with no efforts: predefined templates allow sales agents to easily create new orders and invoice the client in a single click.
Bpm’online service keeps the information on all the customers in a unified database, and intelligent data scientist enriches the system with available information from the open sources. Users are also able to automate the contact center, allowing service agents to more effectively manage their daily tasks in a single window interface, and allowing supervisors to easily track the performance of service reps. Service agents can also create static and dynamic queues to manage cases more efficiently. Bpm’online service allows users to easily register all customer cases and follow up the effectiveness and quickness of their resolution. Supervisors may assign case to an appropriate agent or a group of agents, manage communications while resolving it and control on-time case closure.
Boost your marketing, sales and service performance with bpm’online!
Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
as well as included into The Forrester Wave™: Dynamic Case Management, Q1 2018.
Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2017 and the Gartner Magic Quadrant for CRM Lead Management, 2017; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2018, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.
Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.
Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.
CRM Magazine, the leading publication of the industry, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive scores all around.
bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.
In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.
Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.
Bpm’online has been named a Leader in Business Process Management reports by G2 Crowd, Spring 2018; recognized as a High Performer in the CRM Software Grid® Report by G2 Crowd in four categories – all CRM, Enterprise CRM, Mid-market CRM and Small-Business CRM, 2018
Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.