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.
Maintaining general information about accounts and contacts
Bpm’online bank customer journey uses Accounts and Contacts to maintain a common database of customers, partners and competitors, employees and bank branches. The application can be integrated with social networks, enabling you to populate the contact database with information. The features include locating and merging duplicates, customer segmentation and advanced analytics tools.
The corporate social network of the bank 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 Leads section is designed to manage both new and existing customer needs, and to monitor the sources of each lead.
The Leads section is based on the unique lead management process that you can use to “nurture” leads – from winning a potential customer, through qualification and distribution stages, to handoff. After you added a lead, the system will check the data, create a new account or contact and will guide you through the lead management process suggesting your next possible steps.
To add information about the contracts, track its status and validity period, use the Contracts section. The system allows you to view the individual parameters of each contract, for example, loan value and interest rate for the loan agreement; or currency and fee amount for the current agreement for opening a bank account.
To add information about commercial documentation such as contracts, agreements and specifications, track its status and validity period, use the Contracts section. The system allows you to store information about the contract amount, account's banking details, products in the contract and other data.
Also, bpm’online bank customer journey features a standard approval process that allows you to automate commercial document approval procedure.
Use the Documents section to manage commercial documents, such as regulations, meeting minutes and correspondence. At the same time, you can attach a soft copy of the document for a quick access to its contents.
The Products section of bpm’online bank customer journey maintains information about bank product parameters. Products can be added in the system manually or by importing them from an Excel file. The folders can be used to consolidate records by different criteria.
The user-customizable product catalog is intended for structuring large number of records. Catalog, groups and advanced search options enable you to match the optimal set of services for the customers.
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.
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.
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.
Managing accounts and cards
Due to CRM system integration with the in-house bank accounting system, you can accumulate information about cards, current and deposit accounts in bpm’online bank customer journey. The Accounts and Cards sections display relevant information about the existing bank products, products in stock, status and other account or card parameters.
Knowledge base is the source for information about case resolution Here, you can store answers to the most frequently asked questions, excerpts from documents, bank regulations and other useful information. The articles can be supplemented with files or links to web sources, consolidated in groups, and commented on.