The art of process-driven CRM
1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
Strategy Creating process-driven products marketing sales service bpm online A single platform to manage a complete customer journey: from lead generation to service
1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
Marketing automation platform that ensures an ideal customer journey
Respond to the ever-changing consumer behavior
Consumer behavior dramatically changed Yesterday: Hungry for information Today: Too much information to consume Seller Buyer Seller
Consumer behavior dramatically changed 85% 60% Today 2016 2018 2020 While approaching sales consultant, the customer already made a purchasing decision
Meet Mary Brown Mary Brown 25 years old Alpha Business I have so many business trips planned, I need to buy a tablet to make it easier to travel! Marketing Associate
123 662
123 662
bpm online marketing Lead management Multichannel campaign management Email marketing Digital / e-marketing 360 customer view & segmentation Mobile marketing Loyalty program automation Event management Marketing analytics
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
1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
Employ out-of-the-box best practice processes to close more deals!
Complex B2B sales Transactional sales E-commerce Channel sales Field sales POS
80 s: Single channel Discover Search Compare Decide Purchase Stores
2000 s: Multichannel Discover Search Compare Decide Purchase Store Web
Nowadays: Omnichannel Discover Search Compare Decide Purchase Web Shopper 1 Shopper 2 Shopper 3 Shopper 4 Mobile Store Call Mobile Center Social Company website
Geography First store John Lewis today Turnover Number of stores UK 1864 The UK s best multichannel department store retailer in 2013 > 10bn 45
Devices John Lewis buyers use to shop at different time of the day Tablet Desktop Mobile 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Over 60% of customers research online before going to the store 40% use their phones to interact with the brand when in the store 27% of John Lewis customers research what they want in store and then purchase it online More than 20% of John Lewis customers buy online and collect in store How do John Lewis buyers shop?
How John Lewis sales grew due to omnichannel approach Average spend, year 9000 8000 7000 6000 5000 4000 3000 2000 1000 0 Buy only online Buy only in store Omnichannel shoppers Покупки онлайн Покупки в магазине Омни-канальность
Omnichannel capability and innovation has been the key to success and reaching 10bn sales mark! Charlie Mayfield, Chairman of John Lewis Partnership
I have made the choice for my new tablet, but forgot to pick a memory card. I need help!
Agent home
Identification
Cross-sell
Cross-sell process
Order management Order management
Order management
Order management
Tablet Case Memory Card
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
bpm online sales Lead Distribution Account and Contact Management Sales Pipeline Out-of-the-box sales processes 360 customer view & segmentation Guided Selling Order & Invoice Management Proposals and Contracts Sales Forecasting Mobile Sales Sales Dashboards and Metrics Knowledge Management Enterprise Social Network
1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
Employ out-of-the-box processes to deliver service excellence
Omnichannel communications
Can t synchronize my new tablet with my phone :(
Advisory service process
Mobile service Mobile app for field service rep Mobile app for customer Mobile app wizard
bpm online service Out-of-the-box customer-facing service processes Out-of-the-box ITIL processes Omnichannel communications for customer service Agent workplace 360 customer view Knowledge management Real time feedback and surveys Mobile service Problem management
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
1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
+ Mix products and editions to fit your + business needs
bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service 3 Omnichannel communications 4 User customization 5 Exceptional user experience on any device
Build business processes according to your specific requirements
60 2.0 Business process management platform is the foundation of all bpm online products
Designing complex multi-stage processes in bpm online is easy!
Professional User wizard BPMN designer
Intelligent business processes Coming soon: to premiere in June, 2015
bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
Take advantage of out-of-the-box best practice processes
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
bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
Deliver exceptional brand experience working with different communication channels in one system
Social Telephony (CTI) Email Customer portal Community / Forums (integration) Mobile Chat
bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
Fully customizable platform
Customization User fields and lookups Page designer Details designer Business rules setup Charts designer Dashboards designer Printable & report setup Mobile app wizard
bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
Bring your own device The platform enables to take control over the system s interface on desktop, tablet and mobile, ensuring consistent look and feel on any device
Deployment options
On-premise
BPM + Out-of-the-box best practice processes A single view of customer journey marketing, sales and service Why bpm online? Engaging interface that users love!
Andie Dovgan, Director of Business Development Andie.Dovgan@bpmonline.com Noel Brinkley, Sales Executive Noel.Brinkley@bpmonline.com Q&A Michael Rooney, SVP & General Manager Michael.Rooney@bpmonline.com Katherine Kostereva, CEO & Сo-founder Katherine.Kostereva@bpmonline.com