Bpm'online service is an intelligent service management platform with out-of-the-box processes for full-cycle service management
Manage omnichannel communications
Engage with easy to use interface
Deliver end-to-end omnichannel customer service accelerating request resolution while providing high-touch customer experiences
- 360° customer view
- Business process management
- Machine Learning capablities
- Omnichannel communications
- Contact center
- Service level management
- Configuration management
- Request management
- Problem management
- Change management
- Release management
- Case management
- Knowledge management
- Service catalogue
- Synchronization and integration
- System designer
Create a single database of all accounts you work with. Keep record of contact data, addresses, service history, social media profiles, corporate relationship structures and the entire history of interactions. Get the most complete and up-to-date customer data by leveraging automatic smart data enrichment. Segment customers by various parameters to improve communications and build stronger relationships. Identify and eliminate duplicate records in the system to manage your customer database more efficiently. Control and improve customer service processes by analyzing your customer database.
Automate any internal process – from document approval to collaboration on complex projects involving multiple teams. Effectively manage business processes, including process modelling, execution, monitoring and analysis. Take advantage of Dynamic Case Management (DCM) to more flexibly manage unstructured processes. Enable users to dynamically select the best path and set of activities to achieve more successful, optimized outcomes. Take advantage of ITIL recommendations and process-driven ITSM approach to streamline services management and delivery.
Eliminate redundant operation with bpm’online’s powerful machine learning and AI capabilities. The system analyzes previous service history based on various criteria and automatically predicts the most relevant support line to route a case or request to. The system also features Natural Language Processing capabilities that analyze incoming emails and enable users to create a new contact or enrich an existing one based on the email content.
Communicate with your team and customers directly from the system. Manage messages from all your email boxes in a single unified environment. Merge all your email boxes and keep track of the correspondence in bpm’online integrating with MS Exchange and Google. Make and receive calls directly in the system. Use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom, ZyXEL to automate call management. Control the work of the sales reps leveraging call-recording capabilities. Provide your customer with self-service portal enabling them to report a case, monitor resolution process and express instant feedback on the quality of service. Analyze productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications.
Provide your agents with tools for managing request queues, performing bulk communications, sharing the information via ESN and monitoring their own performance in a single window interface. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary. Use queue management capabilities to organize case processing, taking into account priorities and other parameters. Remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.
Register all types of service agreements needed to service your customers according to different service levels. Formalize the terms of cooperation with both, customers (SLA) and Service Desk units (OLA). Set up a calendar and indicate actual duration of the agreement. Manage service history with regards to service agreements. Store copies of signed agreements and track addendums. Analyze service agreements to evaluate the overall quality of service provided. Track customer feedback and current satisfaction rate, monitor service agreements violations using statistics on overdue cases.
Run a single database of all company’s configuration items (CI) and service assets. Keep records on hardware, software, licenses, network components and documentation necessary for the seamless service provision. Register inventory number, category and type, define model and indicate technical characteristics, run a list of colleagues and customers that use this particular CI. Track the current status of the hardware and software, information updates on operational CIs, identify bottlenecks in infrastructure, etc.
Accumulate all request history in one section of the system. Assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution. Use pre-configured workplaces to improve agents’ productivity and facilitate their daily activities. Manage incidents using out-of-the-box process fully compatible with ITIL recommendations to help Service Desk agents resolve incidents with maximum efficiency. Register new incidents automatically from incoming emails or message from self-service portal. Automatically send a request for customer feedback while closing the incident in order to evaluate the level of customer satisfaction and service quality.
Store all identified problems in the infrastructure and service processes, prevent recurring mass incidents and proactively inform customers about known errors. Automatically register a new problem right from the incident management process. Assign agents to resolve the problem, as well as document the progress of the resolution process and possible workarounds. Manage a complete history of problem resolutions and monitor agents’ efficiency. Make decisions about necessary changes in the infrastructure, based on advanced analysis of the problems and known errors database (KEDB).
Plan all changes in ITIL service in order to eliminate known errors in the infrastructure and improve overall quality of IT services. Register change request IDs, define categories and priority, establish connections with incidents, problems and CIs. Manage change approvals, develop detailed change implementation plan, including stages and activities, assigned agents and estimated workload. Track factual workload, estimate quality of interim results, deadlines, potential risks and possible deviations from the plan. Analyze average workload per change, efficiency of change implementation and identified deviations.
Editions and pricing
Bpm’online offers different editions and pricing options to help you choose the one that would fit your unique business model
per user / month
per user / month
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; bpm'online was named the winner of a Gold Stevie® Award in the Digital Process Automation Solution category in The 17th Annual American Business Awards®. Winners were selected from over 3,800 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