What is CRM process?

Try bpm’online process-driven CRM to learn how it can help you grow your business

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A perfect fit for small and medium business with direct sales teams


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A perfect fit for medium and large enterprises to automate complete direct and channel sales cycle
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How can CRM improve your business processes?

It is safe to say that the majority of businesses are familiar with CRM. Its overwhelming popularity is backed by the benefits it presents to companies of any scale. Advanced CRM software is capable of enhancing key business processes and improving the productivity of your marketing, sales and customer support teams. Take advantage of industry best practices, as automated business processes in CRM system will help you meet and beat sales quotas while increasing customer loyalty and simplifying administrative routines.

Your marketers will benefit from business process automation, as they will be able to make the most of their communications and run sophisticated marketing campaigns to generate as many high-quality leads as possible with minimal efforts. Business process automation enables your marketing team to automatically qualify the sales-readiness of leads and track the most effective lead generation sources. Moreover, you can get the maximum response to your mass mail campaigns and track responses. You can also segment audiences, run email split testing and schedule bulk emails with a few clicks of a mouse.

Sales representatives spend only 30% of their valuable time actively selling. The rest of their time is lost to time-consuming administrative tasks. Business process automation liberates your sales professionals from these responsibilities and gives them the opportunity to do what they do best – communicating with customers and closing deals. A mobile CRM app is another benefit that improves the productivity of your sales team. They will be able to access critical information on your customers from any device. Sales reps can work with their accounts without having to be glued to the office.

Since customer satisfaction has become one of the most important metrics that define your business’ success, the need to deliver excellent customer support at every stage of the customer journey has never been more transparent. Your customer support agents will appreciate contact management tools that will give them a bird’s-eye view of all their customers and automated processes in CRM will help your customer supports agents to better organize case resolution processes. You will be able to increase customer satisfaction levels, as your agents will be able to deliver excellent customer service in a timely manner regardless of the communication channels your customers choose.

Business processes in bpm’online CRM software give your company a competitive edge!

CRM processes in marketing

Manage omnichannel communications and get a better understanding of your customers by employing out-of-the-box best practice processes for efficient marketing automation - from demand generation to lead nurturing and successful hand-off to sales. CRM tools improve the productivity of marketing department with the following features:

  • Customer database segmentation
  • Marketing campaign automation
  • Lead generation and distribution
  • Email marketing tools
  • Event management
  • Collaboration tools
  • Knowledge management
  • Integration capabilities

CRM processes in sales

Make the most of your sales pipeline and minimize errors while continuously boosting results by implementing automated business processes that guide you through the most effective actions to close more deals faster. The best CRM systems are equipped with the following features:

  • Customer database management
  • Social media integration
  • Lead management
  • Sales forecasting tools
  • Opportunity management
  • Field force automation
  • Document management
  • Mobile sales capabilities
  • Complex data analytics

CRM processes in service

Flawless customer service is the basis of a winning customer experience. Employ business processes that are designed in compliance with ITIL best practices and recommendations. Follow built-in business processes to manage customer requests, service catalogues and SLAs. If you want to deliver superior customer experience, your CRM system should provide:

  • 360° view of customer database
  • Omnichannel communication tools
  • Business process management
  • Contact center automation
  • Case and incident management
  • Service catalog management
  • Service level management
  • Knowledge management

Bpm’online has been widely recognized by key industry analysts and has received multiple prestigious awards

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Breakthrough technology and positive reviews from our customers have inspired 6500+ companies to employ bpm’online products to manage customer-facing processes and deliver amazing customer service.

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