Unified case database

Accumulate all cases from your customers and partners in one section of the system. You can classify the cases into different categories: incidents, service requests, advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution.
Unified case database

Best practice service processes

Manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service. The processes guide agents though the most effective actions required to successfully resolve cases. The process triggers notifications and alerts, and enables control over case resolution deadlines.
Best practice service processes

Tasks and calendar

Manage your activities, calls and tasks easily with bpm’online intelligent time management tools. You can add personal or group tasks that are linked to a specific assignment, contact or case. You can also synchronize your tasks and calendar with Google Calendar and Microsoft Exchange. All notifications and reminders are displayed in the notification panel.
Tasks and calendar

Case history

Manage the complete case history in bpm’online customer service. Track case resolution activities, emails, calls, and knowledge base articles used for resolution.
Case history

Analytics

Take advantage of comprehensive dashboards to analyze the effectiveness of case resolution and service process efficiency. With bpm’online customer service analytic tools, you can control customer satisfaction levels, percentage of overdue cases, and service staff efficiency.
Analytics