Government CRM

Boost operational efficiency, provide exceptional level of service to citizens, centralize data and increase transparency with bpm’online’s process-driven CRM for government

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Customer relationship management solution to build people-centric relations with citizens

Bpm’online offers a vertical CRM solution that enables governmental organizations to streamline key business processes and enhance customer experience. Governmental organizations leverage bpm’online CRM to meet the ever-increasing expectations of digitally-native individuals and organizations as well as to enhance the data management, information sharing and collaboration across departments.

  • Unified and secure database to manage sensitive data

    A comprehensive CRM database allows for keeping a complete history of all communications in one place:

    • Account and contact management
    • Interactions and communication history
    • Smart duplicate search and merge to keep data clean and up-to-date
    • Complete history of interactions with clients
    • A unified database with fast and convenient access to services and information
    • Integrating data from multiple sources and channels
    • Data enrichment through social media
  • Advanced case management capabilities

    Bpm'online offers a set of tools to effectively manage cases and customer requests:

    • Complex multistage, multi-organizational case management with sophisticated queueing, routing and escalation capabilities
    • Skill and role-based assignment
    • Monitoring the status and duration of the case resolution
    • Next-best-action capabilities with real time decision support
    • Pre-defined business rules for case management and resolution, which includes automated resolution for certain categories of escalation rules
    • Enterprise social network with social activity stream to collaborate on the case
  • Omnichannel communications

    Leverage omnichannel communications with consistent experiences across various channels for staff, citizens and partner organizations:

    • Tools to effectively engage customers in various channels: web, social, chat, email, mobile, phone, in-person communications
    • Access from the field through mobile devices
    • Enterprise Social Network (ESN) to keep track of the latest updates and notifications on the projects, cases, requests or even contacts from various channels
  • Project management and collaboration

    Tools to efficiently collaborate on projects, set project deadlines, manage costs and assign tasks to owners or teams:

    • Capabilities to plan workload, deploy business processes to assign tasks and resources
    • Fees calculation based on employee internal and external rates
    • Automatic calculation of service costs with an ability to track all additional expenses and analyze project’s profitability
    • Comprehensive workflows and collaboration tools to improve coordination among case teams, agencies, and partner organizations.
    • Collaborative capabilities to help local agencies synchronize the resolution of citizen inquiries
  • Human resource management

    Use bpm’online to keep all information about your staff and teams in one place:

    • Tools to create and maintain a complete employee database
    • User-friendly team schedules
    • Staff activities, workloads and project roles monitoring
    • Employee performance monitoring
  • Business process management

    Automate key business processes with bpm’online:

    • Automated case management processes, out-of-the-box processes
    • Automated processes behind licensing and permitting requests and approvals
    • Client-facing processes and back-office tasks management
    • Daily routine and workflows automation
    • User-friendly visual process designer to design and optimize processes
  • Enhanced customer service

    Provide more efficient and effective service with an accurate and complete view of your customers:

    • Contact center automation
    • Omnichannel service management
    • Service level management: personalized approach for each citizen thanks to segmentation and assignment of relevant service level for each segment
    • Automated correspondence management
    • Service analytics dashboards
  • Sophisticated document and knowledge management

    Document and knowledge management to organize and easily retrieve critical information:

    • Templates, document categories management with an option to enable version control
    • Document management capabilities to specify document type and link them to citizens, cases, etc.
    • Automated multi-tier review and approval process
    • Instant access to a centrally stored information library, including practices description, recommendations, document templates, etc.
    • History of approvals and chronology of activities for each document; relationship between documents; version control.
    • Capabilities to manage service entitlements and SLA’s.

Contact us and let us demonstrate how your business can benefit from bpm’online CRM