Customer service management with bpm’online
: easy way to build customer loyalty
In the world of the constant wars for the client attention, dedicate more time to save and multiply the number of loyal clients, providing them with the service they could not stand to refuse.
Loyalty programs, personal approach, and timely resolution of even minor issues are simple factors of the successful service desk. How to manage the great implementation of those are a totally different question.
First thing you can do is to get more support, but it is hardly possible to have as many support agents as you have clients, even ratio of 1:5 or even 1:10 not always can do the trick, not mentioning the cost of such personalization.
Here we are with the implementation of the tool to increase customer satisfaction without additional cost. Bpm’online service tool can help you develop profitable loyalty system and it can help with the timely resolution of any issues preventing the half of them before actually occurring.
Bpm'online service: provides out-of-the-box processes for full-cycle service management
Bpm’online as the best service management software
It is high time to make your Service Desk time-effective with the CRM tool that can help with time management, providing unified database of different information and segmentation tools to group customers, issues and assign them to the experts in the field.
Building a good support team is difficult. As practice shows, it is one of the highest personnel turnover in any company. So, why waste time on onboarding for difficult system if you can just show them several steps and with little help from colleagues, you will get the same result with intuitive system.
Service is all about customer satisfaction and human relationships and that takes time to build, so let the system take care of all the details that you can automate and give representatives more time to work with clients.
Delving deeper into bpm’online service functionality
Here is the functionality that bpm’online service provides:
Unified customer database
Focus all the customer information in one place for easy access and management, make use of the intelligent data enrichment tool in case you are missing any information. Group the clients according to multiple parameters and make it easier to deal with. Use history and analytics to make sure your particular approach is working the way you want.
Communicate with your client and colleagues from the system. Use the communication panel to keep your hand on the pulse of the working process.
Organize your working day, let the system follow your task and adjust the agent’s desk to the particular needs of the person to ensure effective and timely work.
Business process management
Rule the workflow of your company, devise new processes using the best practices from the ones you already have at hand and perfect them to work for your company. Monitor the analytics to make sure the operations are profitable for you.
Collect all the cases in joined database have the possibility to assign teams and correlate the time of resolution. Organize your Service Desk to increase the productivity.
Store all the information of any incidents and issue in the consolidated database that will allow the system to prevent and resolve the recurring problems. Systematically run the diagnostics to figure out the root of the incidents and find the best suitable resolution.
Personalize communications with your clients using bpm’online service.
Even more features from bpm’online service
Plan all the changes that need to be implemented in your system beforehand. Register all the incidents and track the correlation to improve the IT service within the company.
Keep all the details about releases in your system, keeping track of all the changes and issues that occur. Monitor the list of impending changes to track the workload and uninterrupted workflows.
Create the consolidated working environment to store all the services in order to ensure easy access for their update and monitoring. Join configuration items with the corresponding service agreements and assign cases according to the expertise of the engineers.
Establish parameters of the service agreements, set dates and objectives and the system will monitor the rest for you. Define different service levels and the system will distribute and deal with them according to your provisions.
Register all the configuration items in the unified database to run the inventory of all the items necessary for the smooth running of your company starting from pencils and up to the documentation. Use analytics to make sure all the items in the list are used cost-effectively.
Arrange the all-inclusive database so that your employees could use any product or service information they might need. Consolidate all the documents and interesting facts about the company services, products or developments so that the unexpected question from customers or prospects would not create an awkward silent moment.
Import and export the data without any difficulties in and out of the system. Integrate Google, Outlook and Cloud to work seamlessly from the system and set comfortable work environment for cooperation between department s and among partners.