What is CRM?
CRM system is a software that manages the relationship between an organization and its customers. The abbreviation CRM stands for Customer Relationship Management. The main goal of any CRM is to ensure sales increase by optimizing business processes, improving the quality of goods and services, and effectively communicating with customers (after-sales service and technical support).
CRM captures and analyzes leads, stores information about customers, accepts complaints and offers from these customers and, based on all this information, provides you with the data, which allows for making data-backed decisions. These data is a great way to improve the quality of service and, as a result, increase sales.
Basic functionality of CRM system
Good CRM solution provides the ability to interact with customers through all communication channels: phone, email, and even social networks. What’s more, CRM also provides team and team members with the capability to communicate with each other through the single interface.
The ability to conduct a continuous analysis of the information gathered to make data-backed decisions about the future strategy of the organization, forecast sales volume, and detect bottlenecks before they cause serious troubles.
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What are the benefits of CRM system?
Automated and regulated business processes allow you to reduce operational costs by decreasing the amount of routine operations, which your employees were initially to perform manually.
Quality of the service/product improvement
Using CRM system, it is possible to make relationships with customers the first priority for your company, which allows for paying more attention to the level of the provided service and customer satisfaction rate.
With the help of CRM software, you can easily track the effectiveness of your employees: set KPIs, delegate tasks, set deadlines, track progress, assign agents and many others.
Increased customer loyalty
Complete information on each client will enable marketing, sales and service agents to deliver truly personalized customer experience, which leads to increased customer loyalty and more sales.
Increased number of customers
Having loyal customers, you can be sure that they will recommend your company to their friends or partners.
Increased sales volume
With the involvement of new customers, the number of sales is also growing, and increasing the loyalty of existing customers leads to repeated sales.
Benefits of using bpm'online CRM
Bpm’online is the most agile CRM platform for midsize and large enterprises to accelerate sales, marketing, service and operations. Developed on top of the intelligent BPM platform, bpm’online CRM provides its users with out-of-the-box tools to manage a complete customer journey, from the first point of contact to customer service. Additionally, bpm’online provides an ecosystem of out-of-the-box processes, templates and apps – bpm’online marketplace, which enables users to accelerate productivity and benefit from extended bpm’online capabilities. All bpm’online products can be used both as stand-alone solutions and as a bundle.
With bpm’online marketing, users are able to consolidate the data on the leads and their interactions history in the single environment. Moreover, users have the ability to segment the lead database based on the necessary parameters, which may include age, demographics, gender and others, to ensure a personalized approach to every lead or segment. With the help of smart website tracking tool, it is easy to track the lead’s behavior on the website and identify the most effective lead generation channels, which allows for focusing the attention on the most efficient ones. With the help of the intuitive campaign designer, users are able to create and run campaigns of any complexity and send personalized trigger emails.
With wide bpm’online sales functionality, sales professionals are able to efficiently manage the complete sales cycle – from initial contact to order, and successful cross and up sales. The system is equipped with a set of built-in best practice sales processes that guide sales reps step-by-step through the most effective actions to liberate sales bottlenecks and get the most out of the sales pipeline. Sales reps can take advantage of the bpm’online powerful features such as sales forecasting and planning, opportunity management and field sales management. Single window for order processing enables to manage orders with no efforts: predefined templates allow sales agents to easily create new orders and invoice the client in a single click.
Bpm’online service keeps the information on all the customers in a unified database, and intelligent data scientist enriches the system with available information from the open sources. Users are also able to automate the contact center, allowing service agents to more effectively manage their daily tasks in a single window interface, and allowing supervisors to easily track the performance of service reps. Service agents can also create static and dynamic queues to manage cases more efficiently. Bpm’online service allows users to easily register all customer cases and follow up the effectiveness and quickness of their resolution. Supervisors may assign case to an appropriate agent or a group of agents, manage communications while resolving it and control on-time case closure.
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Bpm'online is a global business software company leading in the space of business process automation and CRM. The company has been highly recognized as a market leader by key industry analysts. Its intelligent platform accelerates sales, marketing, service and operations for thousands of customers and hundreds of partners worldwide. The mission of bpm’online is to help companies ACCELERATE!
Bpm’online has been widely recognized by key industry analysts, receiving multiple awards.
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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.