Documentation

bpm'online bank customer journey
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Introduction to bpm'online bank customer journey

Bpm’online bank customer journey  can be used to handle a wide range of tasks. These tasks can be grouped into a number of functional blocks.

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360° customer view

Contact management

Account management

 

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Omnichannel communications

Case management

Self-service portal

Communication panel

Landing and web forms

 

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Services

Service catalog management

Consultation panel

 

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Contact centre

Agent workplace

Supervisor workplace

Knowledge management

 

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Customization

System designer

Marketplace

Easy integrations

 

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Business process automation

Business process management

Case management

 

Single database of service recipients

With the help of the Accounts and Contacts sections bpm’online bank customer journey maintains a centralized customer database. The application can be integrated with social networks, enabling you to populate the contact database with information. The features include locating and merging duplicates, grouping and filtering and advanced dashboards tools.

The [Accounts] section

The [Contacts] section

Single point of contact

The corporate social network of the company is designed for the internal discussion and posting news. Bpm’online bank customer journey also provides convenient means for maintaining your work schedule and planning future appointments and tasks. The Activities and Feed sections are designed specifically for handling such tasks.

The [Activities] section

The [Feed] section

Managing service catalog

The Services section is designed as a single catalog of services provided by the service team. Here, you can assign the team, and specify the response and resolution time for handling cases related to the service. The history stored together with the calculated information summary represent the complete view of the quality of services provided.

The [Services] section

Managing cases

Register all service requests, incidents, claims and complaints from customers in the Cases section. Here, you can schedule response and resolution time for each case, monitor the processing, and store any feedback from service recipients. The system allows you to manage communication within a case by sending email notifications and customer satisfaction requests.

You can use customized analytics for estimating the efficiency of the service team and identifying bottlenecks in the process.

The [Cases] section

Self-service portal

In bpm’online bank customer journey, users can register cases on the self-service portal without any need to contact the service team by phone or email. This reduces the workload of the service team and increases case processing efficiency. Furthermore, customers can track the resolution progress of the case, chat with the service team, and search for a solution in the knowledge base.

Self-service portal

Managing knowledge

Knowledge base is the source for information about case resolution. Here, you can store answers to the most frequently asked questions, excerpts from documents, company regulations and other useful information. The articles can be supplemented with files or links to web sources, consolidated in groups, and commented on.

The [Knowledge base] section

Marketplace

Accelerate time-to-strategy execution with out-of-the box processes, templates and apps easily downloaded and installed from the bpm’online marketplace. Extend the functionality of the bpm’online platform with numerous applications, ranging from extensions to full-fledged products. Automate processes with ready to use business-processes and templates. Order services from certified bpm’online partners.

marketplace.bpmonline.com