the agile company - bpm’online · pdf filethe agile company . in 2001 ... software...
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The Agile Company
In 2001 in the Wasatch
mountains of Utah
Agile manifesto
was signed …
Individuals and interactions
over processes and tools
Working software
over comprehensive documentation
Customer collaboration
over contract negotiation
Responding to change
over following a plan
Manifesto for
Agile Software
Development
In 2002
bpm’online
started …
Agile Manifesto
F O L LO W E R S
A team of 500 experts
Build products around
motivated individuals
Give them the environment and
support they need, and trust
them to get the job done
Agile processes
harness change
for the customer's
competitive advantage
c u s t o m e r s
OUR HIGHEST PRIORITY
is to satisfy the customer
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 is positioned as a Facilitator
in Nucleus Research CRM Value Matrix 1H2015
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
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
Buyer #1
Awareness Consideration Comparison Decision Purchase Service
Marketing Sales Service
Customer journey
Awareness Consideration Comparison Decision Purchase Service
Marketing Sales Service
Customer journey:
• Omnichannel
• Mostly digital
• Social
Buyer’s
view
Seller’s
view
The processes should be:
• Intelligent (self-adaptive)
• Predictive (next best action, next best offer)
• Integrating
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
The best communication
channel
Preferred communication style
– what script to use with the
customer
The branch of the process to
guide the user through to
achieve the best possible result
The best time
to approach the
customer
An intelligent
process defines 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 ensures
the ongoing nature of communications
with the client, not letting the users
to “abandon” the client
Preferred
communication style
– what script to use
with the customer
Preferred
communication style
– what script to use
with the customer
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.
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.
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 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 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
• Lead management
• Campaign management
• Lead nurturing
Marketing processes Sales processes
• Lead distribution
• Opportunity management
• Order and invoice
management
• Approval process
management
Service processes
• Case management
• Problem and known errors
management
• Knowledge management
• Change management
• Service level management
Marketing Sales Service
bpm’online
Vision
bpm’online CRM products: marketing,
sales and service
bpm’online vertical
products
Business process management platform
Apps and add-ons developed
by the channel network
bpm’online product portfolio
Campaigns
Lead management
Opportunity management
Order management
Customer service
CRM
Lead generation
Lead qualification
Lead distribution
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
Lead
Opportunity
Order
Service
360° customer view
Segmentation
Lead management
Lead scoring
Campaign management
Omnichannel communications
SMS
Events
Web-to-lead form
Social media
Loyalty / reward program management
Mobile capabilities for loyalty management
Case management
Problem management
Service catalogue management
Knowledge management
Service level agreement
Feedback management
Omnichannel communications
Field service
Customer portal
ITIL processes
Opportunity management
Orders and invoices
Sales forecasting
Products and services
Collaboration tools
Quote management
Contract management
Document flow automation
Project management
Field sales
bpm’online marketing bpm’online sales bpm’online service
A holistic multichannel marketing management
software powered by out-of-the-box best
practice processes
campaigns
A complete set of tools for loyalty / reward
program automation and multichannel
campaign management
loyalty
1281% ROI within 3 months
after bpm’online
CRM cloud
deployment
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.”
Out-of-the-box process for
opportunity management:
from lead to contract
team
A complete set of tools for
short sales cycle and
e-commerce
commerce
Robust product to manage
the full cycle of direct and
channel sales
enterprise
Sophisticated tools to manage
all sales channels: direct and
channel sales, e-commerce,
field sales and POS
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
360-degree view of all opportunities in the pipeline
• Efficiency of each sales rep and territory.
• Sales pipeline by various parameters.
• Real time performances at a glance.
Managing day-to-day activity of international sales teams
Comprehensive reporting tools to analyze:
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
Business rules for opportunity qualification, processes
for opportunity management
Accurate complex sales forecasting by geography, products,
sales units, etc.
customer
service
Innovative helpdesk
software for customer
care excellence
customer
engagement center
Robust application to
manage mass omnichannel
communications with
customers
ITIL service
A perfect fit for companies
looking to automate ITSM
processes and to manage
the entire service lifecycle
Severstal takes
advantage of
bpm’online to
manage cases from
63 000+ employees
Mike Syusyukin, CIO, Severstal
“Extensive functionality, referenced business processes,
mobile app – all this played the key role in making
a decision about bpm’online deployment."
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
Industry out-of-the-box processes
for marketing, sales and
service
Vertical
products
• Lead capture and qualification
• Listings search and matching
• Dynamic listing features
• Automatic rules for matching
• Gallery
• MLS integration
• OpenStreetMap integration
Next generation CRM for real estate professionals: from lead to keys-in-hand
• 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
“bpm’online is an ideal solution for a distributed real
estate company like ours. Being extraordinarily user-
friendly the system is quite rich in terms of
functionality and delivers everything we need.”
Egor Provkin, Project Executive Director, Century 21
bpm’online is
used by 1500+
agents
• Opportunity management
• Bank products cross and up sales
• Collaboration tools
• Contract management
• Document flow automation
• Mobile capabilities for SFA
Next generation CRM to automate sales processes in banks and
financial institutions
• 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
Comprehensive bank front-office software that employs a truly omnichannel approach
to sales and service of bank’s clients
Société Générale
employs bpm’online
for all customer-
facing processes
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.
Katherine Kostereva,
CEO & Co-founder
Michael Rooney,
SVP & General Manager
Q&A
Networking session
Topics for discussion
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?