Cloud-based CRM systems deliver automated business processes to manage the complete customer journey – from lead nurturing to opportunity management, and continued account maintenance. Best-in-class cloud CRM solutions enable users to connect the dots between marketing, sales and customer service, allowing companies to efficiently manage customer interactions throughout the entire customer journey.
Benefits of CRM in the cloud
No need to deploy servers
Unlike on-site applications that are hosted on the in-house servers of the company, the actual database of cloud CRM solution is hosted remotely which means you don’t have to buy costly hardware or hire extra staff – all you need is a steady internet connection and a web-browser.
Reduction of operational costs
Cloud CRM systems require significantly less involvement of IT staff enabling business owners to spend less money on IT infrastructure maintenance. The responsibility for the health of a CRM in cloud lies on the software vendor, whose obligation is to provide all the necessary updates in time, fix the bugs in case they appear, in a word, to make amendments ensuring smooth software operation.
The flexibility of CRM in cloud makes the software available whenever you need it. Moreover, you can also have access to cloud CRM software from any device: advanced cloud-based CRM systems have mobile apps for Android, iOS and Windows Phone. They fully synchronize with desktop version of the system to drive productivity without being tied up to your laptop or PC.
If a CRM is deployed on cloud, there is an ability to monitor the system operation online and immediately react in case any problems appear.
High level of security
The best cloud CRM applications provide you the ability to safely store valuable information on the remote datacenter. The chance of unauthorized access is eliminated thanks to the superior level of security. Host servers of CRM in cloud apply additional security measures and cutting-edge technology to monitor the safety of your data. Moreover, all the data stored in cloud is backed up regularly, thus decreasing the accidental loss of data due to some technical issues. The CRM vendor takes the majority of the risks for data security and safety.
Cloud CRM solutions provide the ability to virtually instantly scale up or down depending on the specific needs of the company, which allows buyer to pay only for the resources used at a particular time. Functionality of software products is now so wide that complex usage of the software can lead to the waste of time for unnecessary processes.
Points to consider while choosing Cloud CRM
The price matters, especially when it comes to small-sized companies. Cloud CRM vendors usually offer pricing model that supposes monthly subscription. The costs include constant updates, and technical support and maintenance, which significantly minimizes money spent for IT staff in future.
Determine what functionality you need to meet your business targets and choose the system that meets you requirements.
Check if the system has all the required tools to manage the basic needs, as for example tools to manage communications via email, phone and chat. There is no doubt that it’s much more convenient to have access to all important tools from a single interface, not switching between multiple applications.
The smooth software operation doesn’t depend only on the configuration, but on the responsiveness and professionalism of technical support.
Check the reviews of vendor’s customers and the recent reports of the most reputable analysts. In the reviews, you will be able to see what was expected, and what customers got eventually, how this influenced their business in terms of sales volume and productivity. Analysts’ reports will provide you insights to compare the top vendors and check if the vendor is able to meet the exact requirements of your business.
Cloud-based bpm’online CRM
Bpm’online is a powerful automation solution meant to align all the processes related to marketing, sales and customer service on a single platform. The vendor provides three flagship products that can be used both together and separately, which enables businesses to buy exactly the functionality it requires to meet the business goals as well as align marketing, sales and service processes on a single platform. Bpm’online provides a lot of powerful features for business processes automation which are similar for every product that include:
Business process management
Manage all types of business processes, both structured and unstructured ones, with bpm’online. The system contains pre-built best practice processes, and business process designer has pre-configured elements for users to create their own custom processes as well. Dynamic Case Management helps to manage unstructured processes, enabling to select the best path to achieve the required results faster. With drag’n’drop tools, you can easily change stages and steps as well as add or delete the elements with no effort.
360-degree customer view
Effectively manage the data of your customers, leads and opportunities with bpm’online cloud CRM. Database stores all the account and contact information in a single place. Smart data scientist enriches the profiles of your customers with the data from the open sources. All the history of customer interactions that entails orders, calls, messages and complaints is stored in the customer profile as well, eliminating the necessity to search for the required information in several different places.
The system enables its users to communicate with customers and within the team right from the app. Bpm’online allows for collaborating via multiple channels including phone and email. The system will notify you on the most important updates, latest deals and projects with the help of enterprise social network (ESN). Thanks to the integration with PBX system, users can receive and make calls directly from the system, and integration with MS Outlook provides tools to manage your contacts, opportunities and leads from the email box, even without logging in to the system.
Bpm’online provides a knowledge base, a library that contains all the important guidelines, scripts and documents for new and current employees. Users may also use knowledge base to share ideas and comments.
Document flow automation
The software contains specific tools to manage different types of documents, including several built-in templates. The system records all the history of document approvals and chronology of activities for each document. What is more, bpm’online allows for setting the relationship between documents and quickly switch from one to another.
Bpm‘online has pre-built integrations with MS Outlook, MS Exchange, PBX telephony and Google services. However, thanks to the open configuration, the system may be integrated with almost anything.
Off-the-shelf mobile application
Ready-to-use mobile application enables users to access all the important data no matter where they are. The app can be used both offline and online, and regardless of the mode you choose, the required information will be accessible.
Marketing in cloud CRM
CRM tools help the marketing department work faster with the following features:
Customer database segmentation
Bpm’online segmentation wizard enables users to segment the database based on various parameters that include the history of customer interactions, interests, needs, budget, etc. Users can create data selections of any complexity to achieve more personalized approach to their customers. The system allows users to create both dynamic and static groups using filters.
Marketing campaign automation
Thanks to intuitive visual campaign designer of bpm’online, users can create multichannel marketing campaigns. Bpm’online system gives the ability to set specific conditions for passing between the campaign stages, allowing to foresee all possible scenarios of customer behavior. The progress is easy to control in real-time mode, and users can immediately change campaign logic.
Lead generation and distribution
Bpm’online marketing provides its users with advanced analytic tools that enable to identify the most effective marketing channels. Users may easily assess the efficiency of lead generation sources with the help of dashboards and target their attention on the most effective ones to optimize existing and future campaigns.
Email marketing tools
Enjoy countless opportunities to launch email marketing campaigns. Bpm’online marketing enables to send bulk emails to multiple recipients with one click with the help of the integration with the top-notch email service providers – Elastic and UniOne. Moreover, users can easily track responses, click rates and analyze the overall email marketing campaign efficiency.
Event management in bpm’online marketing requires significantly less efforts than in other marketing automation solutions. Smart system will help users to set deadlines for every stage and track the in-time completion of each step. Managers can easily assign tasks to the entire team or to each marketing agent separately, plan event budget, set dates and locations, and track event-related responses. Progressive analytic tools allow for deep analytics of event efficiency.
Sales in cloud CRM
Bpm’online’s cloud-based sales software will help to take your sales to a brand new level. Upgrade your sales department with the following key features:
With bpm’online cloud sales CRM, it is much easier to acquire and track leads. Users can instantly qualify leads depending on their readiness to sale, which enables your sales reps to work only with the sales ready leads. The system allows to easily assign the lead to the relevant agent, basing on various factors that include geography, budget and industry.
Sales forecasting tools
With bpm’online’s powerful analytic tools, you may accurately forecast the sales volume and compare indicators across periods. This allows for assessing the probability of meeting sales quotas and sales team efficiency.
The system stores the whole opportunity history and guides the users through the most efficient actions to turn opportunity into customer. Having all the data in one place and completing the necessary actions step-by-step significantly increase the chances of sales manager to successfully close the deal.
Field force automation
Create an individual schedule for every sales rep, monitor the visits, view locations and analyze the overall performance based on this data.
Service in cloud CRM
Achieve better customer experience with the following features:
Contact center automation
Bpm’online service gives multiple opportunities for contact center management with the ability to manage cases across various communication channels. Supervisor can analyze employees’ performance tracking their daily activities, manage agents’ workload and take part in some activities. Customer service agents can share information via ESN, manage queues taking into account priorities, and follow up his/her own performance.
Enjoy the advanced tools to manage cases, which are stored in a single part of the software. Agents can classify the cases in incidents, service requests and advisory requests. Bpm’online service will help you to efficiently manage each case, enabling to set case deadlines and monitor in-time completion. The system notifies on any important events, making sure customer support delivers the excellent customer service according to SLA standards. Extensive analytic tools allow to track the efficiency of case resolution and helps to identify the bottlenecks. The system is also capable to automatically route cases to the most relevant agents based on the case context or team workload.
Service catalogue management
You can be sure that regardless of the complexity of your IT infrastructure, all your products and services will be stored in a unified database. With the service catalogue management feature, it will be easier to track customer’s subscriptions to various services, the dynamics of new service operations and regulate basic processes.
Service level management
You may register all types of agreements right in the system and formalize the terms of cooperation with both customers (SLA) and Service Desk units (OLA).
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.