The Agile Company
In 2001 in the Wasatch mountains of Utah Agile manifesto was signed
Manifesto for Agile Software Development Individuals and interactions over processes and tools Working software over comprehensive documentation Responding to change over following a plan Customer collaboration over contract negotiation
In 2002 bpm online started Agile Manifesto F O L L O W E R S
Build products around motivated individuals Give them the environment and support they need, and trust them to get the job done A team of 500 experts
Agile processes harness change for the customer's competitive advantage
OUR HIGHEST PRIORITY is to satisfy the customer c u s t o m e r s
Deliver software frequently, from a couple of weeks to a couple of months, with a preference to the shorter timescale. Releases of major bpm online updates each quarter March June October December
Continuous attention to technical excellence and good design enhances agility
Bpm online has been widely recognized by key industry analysts Bpm online named a Strong Performer in the Forrester Wave : CRM Suites For Midsize Organizations, Q1 2015 Bpm online is positioned as a Facilitator in Nucleus Research CRM Value Matrix 1H2015
We at bpm online are driven by a passion to create the best-of-breed technologies for process-driven CRM
CRM product line strategy Nimbly manage the complete customer journey from lead to loyalty
Customer journey Awareness Consideration Comparison Decision Purchase Service Buyer #1 Marketing Sales Service
Awareness Consideration Comparison Decision Purchase Service Customer journey: Omnichannel Mostly digital Social Buyer s view The processes should be: Intelligent (self-adaptive) Predictive (next best action, next best offer) Integrating Seller s view Marketing Sales Service
What will move CRM into the driverless mode? Intelligent business processes!
Intelligent business processes perform an observation-to-action-to-outcome cycle in order to drive higher business efficiency
An intelligent process defines The branch of the process to guide the user through to achieve the best possible result The best communication channel The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The best time to approach the customer The process offers the most efficient sales strategy based on the information about the competitors that were specified in the opportunity The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. Preferred communication style what script to use with the customer The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. Preferred communication style what script to use with the customer The best time to approach the customer The best time to approach the customer The process ensures the ongoing nature of communications with the client, not letting the users to abandon the client The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. Preferred communication style what script to use with the customer The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields. The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields The best time to approach the customer The process is independently regulating the timing and ensures the allocation of the guaranteed time spending for the given fields.
All bpm online products are backed by a robust and powerful business process management engine and include out-of-the-box best practice processes for marketing, sales and service
Marketing processes Sales processes Service processes Lead management Campaign management Lead nurturing Lead distribution Opportunity management Order and invoice management Approval process management Case management Problem and known errors management Knowledge management Change management Service level management
Marketing Sales Service Vision bpm online
bpm online product portfolio bpm online vertical products Apps and add-ons developed by the channel network bpm online CRM products: marketing, sales and service Business process management platform
Campaigns Lead management Opportunity management CRM Order management Customer service
Lead Lead generation Lead qualification Lead distribution Opportunity Order Service Hand-off to sales Qualification Needs analysis Presentation Proposal development Proposal submission Negotiations Contracting Closing Order entry Order confirmation Order fulfillment Case Management Problem management Knowledge management
bpm online marketing bpm online sales bpm online service 360 customer view Segmentation Lead management Lead scoring Campaign management Omnichannel communications E-mail SMS Events Web-to-lead form Social media Loyalty / reward program management Mobile capabilities for loyalty management Opportunity management Orders and invoices Sales forecasting Products and services Collaboration tools Quote management Contract management Document flow automation Project management Field sales Case management Problem management Service catalogue management Knowledge management Service level agreement Feedback management Omnichannel communications Field service Customer portal ITIL processes
campaigns loyalty A holistic multichannel marketing management software powered by out-of-the-box best practice processes A complete set of tools for loyalty / reward program automation and multichannel campaign management
Massive contact (lead) lists upload Leads segmentation, filtering, segregation Automatic lead distribution based on the agent s qualification, skills, availability, etc. Outbound call queue management Campaign management and automated telemarketing Simplified and streamlined operations, easy access to all the needed information Advanced analytics and reporting tools to access campaigns KPIs, agents performance Graham Smith, Marketing Director, SCi Sales Group bpm online is by far the most user-friendly CRM I have used in many years. With bpm online we can achieve better ROI and offer exceptional service for our clients. 1281% ROI within 3 months after bpm online CRM cloud deployment
team commerce enterprise omnichannel A perfect fit for small and medium business with direct sales teams Best choice for e-commerce A perfect fit for medium and large enterprises to automate complete direct and channel sales cycle Developed for medium and large enterprises to manage multiple sales channels Out-of-the-box process for opportunity management: from lead to contract A complete set of tools for short sales cycle and e-commerce Robust product to manage the full cycle of direct and channel sales Sophisticated tools to manage all sales channels: direct and channel sales, e-commerce, field sales and POS
360-degree view of all opportunities in the pipeline Business rules for opportunity qualification, processes for opportunity management Managing day-to-day activity of international sales teams Accurate complex sales forecasting by geography, products, sales units, etc. Comprehensive reporting tools to analyze: Efficiency of each sales rep and territory. Sales pipeline by various parameters. Real time performances at a glance. Alisa Wright, Program Manager, Pelco by Schneider Electric bpm online provided us with an enterprise CRM system with built-in workflow and BPM tooling. Our sales reps and global distributors are more successful with the support of this solution. Schneider Electric resellers in 28 countries leverage bpm'online
customer service customer engagement center ITIL service Innovative helpdesk software for customer care excellence Robust application to manage mass omnichannel communications with customers A perfect fit for companies looking to automate ITSM processes and to manage the entire service lifecycle
Case management Case escalation Service catalogue management Omnichannel communications: customer portal, CTI integration, internal chat, email, etc. Case prioritization and queue management Knowledge management Internal collaboration Feedback and customer satisfaction management Analytics Mike Syusyukin, CIO, Severstal Severstal takes advantage of bpm online to manage cases from 63 000+ employees Extensive functionality, referenced business processes, mobile app all this played the key role in making a decision about bpm online deployment."
Industry out-of-the-box processes for marketing, sales and Vertical products service
Next generation CRM for real estate professionals: from lead to keys-in-hand Lead capture and qualification Listings search and matching Dynamic listing features Automatic rules for matching Gallery MLS integration OpenStreetMap integration Reference real estate selling and buying processes Showings scheduler Opportunity management Transaction management Commission calculation Analytics for agents and brokers Gamification scenarios
A single corporate information system for all agencies in the network. Unified database of customers, agents and brokers. Agent time management tools and productivity tools. Assessing agents achievements, automatic commission calculation. Documents database, automatic creation of a set of documents needed for the deal, approval processes. Real-time detailed analytics on key performance indicators. Unified Contact Center for the whole network of real estate agencies. Enterprise social network, gamification tools. * In progress of system implementation Egor Provkin, Project Executive Director, Century 21 bpm online is used by 1500+ agents bpm online is an ideal solution for a distributed real estate company like ours. Being extraordinarily userfriendly the system is quite rich in terms of functionality and delivers everything we need.
Next generation CRM to automate sales processes in banks and financial institutions Comprehensive bank front-office software that employs a truly omnichannel approach to sales and service of bank s clients Opportunity management Bank products cross and up sales Collaboration tools Contract management Document flow automation Mobile capabilities for SFA The single-window interface for all customer interactions Customer portal Contact center to provide consultations and manage transactions Loan application processing Contracting and loan disbursement Front-line for bank operations
Business process management. 360 customer view for corporate and retail clients with a complete history of interactions, activities, products, etc. A comprehensive business process management engine to automate complex processes. Omnichannel communications: phone, email, SMS, customer portal, social media. Opportunity management, bank product cross- and up-sales. Corporate and retail lending management. Real-time analytics & decision making. As Bank Republic announced its shift to relationship banking back in 2012, bpm online s sophisticated CRM software became an integral part of the bank s strategy. Société Générale employs bpm online for all customerfacing processes
Katherine Kostereva, CEO & Co-founder Katherine.Kostereva@bpmonline.com Q&A Michael Rooney, SVP & General Manager Michael.Rooney@bpmonline.com
Topics for discussion Networking session 1. How have the expectations of CRM users changed? 2. How have you seen CRM technology evolved in response to these user expectations? 3. How has the role of consulting and implementation companies transformed?