Process guidance and extended business process management are frequently considered as a couple of the key aspects that will shape the future of customer service. Smart customer service organizations are formalizing agent actions by implementing a process-driven approach to streamline service delivery, minimize agent-training times, and provide a seamless omnichannel customer experience. They increasingly leverage vendor-defined best-practice process flows and industry-specific solutions as starting points and extend these process flows in ways to uniquely differentiate their offerings.
As technology moves from the back-office to the front-line, the scope of tasks for customer support is expanding bringing numerous challenges to customer service pros. That is why forward-thinking companies adopt a knowledge-centered approach to add value to their customer service offerings by leveraging the shared knowledge at their organization. Download this practical eBook and explore why KCS can be a better fit for agile businesses than traditional methods of knowledge management.
The customer-centric approach has taken the lead in the modern world as 57% of companies can correlate an improved customer experience to revenue growth. At the same time, studies reveal that 86% of consumers stop doing business with a company after repeated bad experiences. Over one-third consider switching immediately after the first poor service experience. Though many techniques to enhancing customer service have been developed, the latest research shows that it all starts with how you treat your company's internal customers such as your employees.
Do you know that 83% of customers are interested in banks that offer additional channels for banking, but only 44% of respondents say they are satisfied with the consistency of experience their bank provides across channels? Download this practical eBook and learn how to create seamless omnichannel banking experience using best practice industry intelligence.
Did you know that digital interactions account for over 35% of all interactions, and that 64% of customers expect to receive real-time assistance regardless of the customer service channel they use? We would like to offer you an insightful practical eBook designed to help you build outstanding customer service by using prominent statistics and best-in-class benchmarks. Explore how to deliver a smooth customer experience with the numbers-based approach!
Bpm’online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015. Gartner analysts evaluate providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation.

Bpm’online wins ISM top 15 CRM software award

Thought leadership

Bpm’online received a Top 15 CRM Enterprise Software Award for 2015/2016 by ISM Inc., a customer-centric strategic advisor to companies planning and implementing CRM. Once again, bpm’online proved its leadership as innovator in the fast-paced and growing CRM industry.

“This outstanding industry award reflects our commitment to creating best-of-breed technologies for process-driven CRM. Backed by our comprehensive BPM engine and out-of-the-box business processes, bpm’online products drive additional value to our clients, enabling them to bring industry best-practices to their work” — comments Michael Rooney, SVP & General Manager at bpm’online.

In the recent years, the CRM market has seen big changes. In the last five years alone, the market for enterprise organizations has consolidated while many new point solution vendors have claimed its place in the CRM space. With new technologies delivered via modern interfaces and strategies aimed at answering specific business needs such as lead generation management, sales performance optimization and omnichannel customer experience, the offerings have gotten more precise and sophisticated.

On Friday, April 10 in Boston, bpm’online will host an event aimed at getting together partners, clients and industry experts to meet and collaborate with the bpm’online community, share great insights, ideas, and best practices.

This one-day content packed event will be focused around bpm’online process-driven CRM focused on managing the entire customer journey – marketing, sales and service processes – on a single platform; and bpm’online’s unique partner program focused on building a sustainable high-profit business based on recurring revenue and a shared client relationship.

While CRM is a great tool for sales management your customer service team could find the system the same beneficial. Recent research has shown that 97% of companies experienced benefits from customer service automation. Read the blog post for some ideas for utilizing your CRM software to build better customer experience.

Customer Experience Strategies

Thought leadership

A short video interview in which Laurence Buchanan, Director of EY Advisory Customer Centre of Excellence EMEA, talks about how today’s technologies influence Customer Experience (CX).

Taking a holistic approach to ITIL processes

Thought leadership

Automation of business processes can make it easier and less cumbersome to put ITIL at the heart of your strategy. Find out how to make meaningful impact on improving IT services.

Top 4 takeaways from CRM Evolution 2013

Best practices

CRM Evolution 2013 is an exclusive event that gathers key thought leaders of the industry, best analysts, consultants and vendors, defines main CRM trends. Customer centricity became a leitmotif of CRM Evolution 2013. We are excited to share some of the main trends and takeaways from the event.

Customer experience is on the lime light. Nowadays companies really want to speak the same language with their clients realizing all benefits of that. So what does “speaking your customer’s language” actually mean?

Whether a help-desk is serving staff or external customers, managing multiple support queries can be challenging when your resources are limited. But how to overcome this challenge and minimize the workload of your IT staff, reduce incidents time and improve customer satisfaction? Here is where business process automation can help.