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Service Desk Software

Bpm’online offers you high quality service desk software with out-of-the-box processes to cover the full-cycle service management in your company based on the industry’s best practices.


With the rapid development of service desk, cloud-based solutions took the lead on the market. By following predefined processes for customer care excellence, bpm’online servicedesk software enables you to automate service operations and manage customer requests.

Benefits of Service Desk in the Cloud

No Additional Hardware or Staff Required

On-site applications are hosted on in-house servers. The entire base of the service desk is hosted remotely on bpm’online servers. This means that you don’t have to invest into expensive hardware nor to hire full time, pricey IT experts to install and maintain your software. The only requirements to use it are an internet connection and a web browser.

Significantly Reduced Operational Costs

Our obligation is to provide complete maintenance. This includes updates, fixing any bugs if they appear and make other amendments, ensuring flawless servicedesk operations.

Mobile Access

Our service desk service software is made to be flexible. This means that you can access it whenever you need it. Our service desk software is developed to be completely mobile friendly. Besides being able to access it via any web browser, you will also have access to our dedicated mobile apps, both for Android and iOS devices.

Online Control

With online control, you will have the opportunity to monitor your delivered services on the go and in real-time. This practice will allow you to identify problems early on and immediately react. We have designed our desk services to retain all functionality across all devices and platforms.

High Level of Security

The best IT service desk software enables you to safely store valuable information on a remote server. In order to keep your data safe and secure, bpm’online utilizes the latest cutting-edge technology and additional security layers. The servers are monitored 24/7. Additionally, all your data will be backed up regularly. This minimizes the risk of data loss due to any unexpected technical issues.


Our solutions are carefully tailored to meet the needs and goals of business of all sizes. Service desk software has the ability to scale up or down depending on your specific needs. By doing so we have made sure that you only pay for the resources used at a specific time.

Boost your marketing, sales and service performance with bpm’online!

Points to Consider While Choosing Cloud Service Desk


Cloud-based bpm’online Service Desk Software

Bpm’online service desk is a powerful solution designed to help you manage omnichannel communications and deliver a high-level service across multiple communication channels. Bpm’online provides two flagship products which come with a different set of features. This enables businesses to buy the functionalities that best suit their needs and requirements. Bpm’online service desk provides a lot of powerful features.

Customer Center

Service Enterprise

Customer Service in cloud Service Desk

marketing screen

CRM tools help the marketing department work faster with the following features:

Servicedesk tools are built to help the customer service department work efficiently and faster with the following features:

360° Customer View

This feature will enable you to build customer service processes and relationships by keeping track of the complete history of customer-business communications. With complete customer data at your disposal, you can ensure the most delightful experience for you customers. In addition, you will have access to powerful customer database analytics that help you keep track various indicators, such as the number of requests in regards to the period/request frequency, which is crucial for building a better customer service.

Unified Customer Database

The unified customer database enables you to keep all customer data in one place - submitted cases, contact information, social profiles, and history of interactions. By basing your future service strategies on all this data, you will be able to improve your service quality and delivery.

On top of that, you will be able to reap the power of automatic smart data enrichment. With the assistance of bpm’online’s data scientist, you will be able to gather valuable customer information from open sources, thus getting complete and up-to-date customer data automatically.

Service Level Management

With service level management, you can create and register all types of service agreements. You can define different service levels based on different types of customers. Additionally, you can formalize the terms of cooperation with customers and Service Desk units.

Use analytics to assess the quality of the service provided. This feature makes the customer feedback and satisfaction rate assessments streamlined and easy. You can also monitor service agreement violations by reviewing all cases that have passed the deadline.

Problem Management

Bpm’online’s ITIL service enables you to store all problems related to service processes and infrastructure. This system will help you prevent recurring problems and known errors. Additionally, you can use it to proactively inform your customers that you are aware of the current errors and that you are currently working on fixing them.

Use problem diagnostics to analyze the problems, identify the reasons and find solutions. Immediately assign assets to resolve the problem and initiate changes in your company’s infrastructure to fix the same problem from occurring again.

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;
The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017;
The Forrester Wave™: Dynamic Case Management, Q1 2018
and The Forrester Wave™: Digital Process Automation for Wide Deployments, Q1 2019.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2018, 2017, 2016 and the Gartner Magic Quadrant for CRM Lead Management, 2017, 2016; 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, recognized bpm'online as a Leader in the Midmarket CRM Suite and Sales Force Automation categories, as well as named the One to Watch in the Enterprise CRM Suite in the CRM Market Awards 2018. This is the fourth year in a row that bpm'online made it onto the leaderboard in the Midmarket CRM Suite category, with superb 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 as Leader in CRM Software and Business Process Management Grid® Reports by G2 Crowd, Summer 2018.

Bpm’online has been recognized as a winner in the CRM Watchlist 2019 award

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Bpm’online offers a number of various editions and pricing,
which allows you to select the edition that best fits your business model.

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