How can CRM system improve your business processes?
Nowadays, every company strives to keep abreast with modern business tendencies, which is impossible without an appropriate software. As almost all business strategies are aimed at customer experience improvement, streamlined CRM processes is in high necessity. CRM systems are not an innovation anymore, as majority of businesses are not only familiar with them, but already use a particular CRM software or, at least, consider its implementation.
Its overwhelming popularity is backed by the benefits it offers to companies of any scale and tools it provides for the process of customer relationship management optimization as each CRM process is meant to enhance overall business efficiency. Advanced CRM software is capable of enhancing key business processes and improving the productivity of your marketing, sales and customer support teams.
Moreover, if you choose the right vendor, the processes of CRM implementation and customization will run smoothly not making you waste too much time and effort. Take advantage of industry best practices, as a CRM system with its business processes automation capabilities will help you meet and beat sales quotas while increasing customer loyalty and simplifying administrative routines.
Key benefits of bpm'online process-driven CRM
Exploit preconfigured solutions for marketing, sales and service to achieve desired business results faster
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CRM processes in sales, marketing and service
Bpm’online is a powerful automation solution meant to align all the processes related to marketing, sales and customer service on a single platform.
- 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:
- Marketing campaign automation
- Lead generation and distribution
- Email marketing tools
- Event management
- Collaboration tools
- Knowledge management
- Integration capabilities
With this intelligent CRM software, your marketers will be able to easily communicate with the leads directly from the system via email, phone or collaborate with the team with the help of Enterprise Social Network using the communication panel. The system also gives users the ability to segment audience, run email split testing and schedule bulk emails with a few clicks of a mouse with minimal efforts. Bpm’online allows to run sophisticated marketing campaigns using visual campaign designer: users may set up conditions for transferring between the stages and criteria for campaign completion. The system also provides strong tools to identify the most effective lead generation channels. With bpm’online, you can manage events and projects of various complexity as it allows to follow up the deadlines, assign tasks to particular agents or teams, control budget and analyze event-related activities.
- 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. According to statistics, sales representatives spend only 30% of their valuable time actively selling. The rest of their schedule is devoted to time-consuming administrative tasks, so-called routine activities, and this volume can be easily reduced by an advanced CRM. Business process automation exempts your sales professionals from these responsibilities and gives them the opportunity to do something that actually requires the direct involvement of sales manager – communicate with customers and close deals. 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
Bpm’online provides the exceptional tools for enhancing sales processes and optimize the workflow. Strong tools for the lead management help not to miss any lead automatically creating a contact, verifying the data and guiding users through the most effective actions. The software enables to efficiently manage opportunities allowing to define tactics for each opportunity, identify key decision makers and track competitors. With bpm’online, all the information on your leads, opportunities and customers is available from a single interface. Bpm’online has mobile CRM app that is another significant benefit, which can improve the productivity of your sales team enabling them to have access to critical information regardless of their location. Off-the-shelf CRM mobile application allows logging in from any device whether it is smartphone or tablet, thus giving sales reps an opportunity to work with their accounts without having to be glued to the office.
- 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 in CRM 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
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 bpm’onlines’s contact management tools that will give them a complete view of all their customers, and processes automation will help your customer support representatives better organize case resolution processes. You will be able to increase customer satisfaction level, as your agents will have the opportunity to deliver excellent customer service in a timely manner regardless of the communication channels your customers choose. Streamlined processes directed on customer retention is a key to success for every organization as reduction of client loss by 5-10% may bring up to 75% profit, and this is much easier to achieve with bpm’online CRM. Processes automation enables business to deliver the best experience to their customers and remain focused and concentrated.
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Bpm'online provides unique synergy of BPM technologies and CRM for sales, marketing, service to empower organizations to accelerate time-to-strategy execution. The beauty and the core value of bpm'online products is the agility to change processes faster than ever and align marketing, sales and service on a single platform. Users love bpm'online's engaging interface with a social look and feel, free from redundant information to keep them focused on what's relevant. Today, the company serves thousands of customers worldwide.
Bpm’online has been widely recognized by key industry analysts, including Gartner, Forrester, Nucleus Research, Ovum, ISM and received multiple prestigious awards.
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