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.


360° customer view

Contact management

Account management



Omnichannel communications

Case management

Self-service portal

Communication panel

Landing and web forms




Service catalog management



Contact centre

Agent workplace

Supervisor workplace

Knowledge management




System designer


Easy integrations



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 analytics 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

System designer

Bpm’online bank customer journey has all necessary tools for creating and configuring the application. All configuration tools are available in the system designer.

Create and edit sections, set up section and page properties using the section wizard. Use the detail wizard to add new details or edit existing ones in the sections. Set up appearance by uploading your corporate logos, change the color of the section panel, set up workplaces for different types of users. Use data import to quickly populate the database with initial information. Generate company organization structure, add users, set up functional roles and access permissions. Set up analytical reports and dashboards in the [Dashboards] views and the [Dashboards] section. Use the mobile application wizard to set up the mobile app of your custom configuration. Advanced settings area of the system designer provides access to development tools.

System designer

Section wizard

Detail wizard

Workplaces setup

Data import

Users and roles management

Analytics setup

Mobile application wizard


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.

Synchronization and integration

Employ a built-in utility for data import from Excel to quickly import or export your accounts and contacts data, list of users, product catalogue, documents and invoices, etc.

Enjoy seamless integration with Microsoft Exchange to simplify the processes of synchronizing email, contacts, and tasks. You can adjust synchronization frequency (daily, hourly or more frequent) and always have all the relevant data on hand.

Make and receive calls directly from the bpm’online system. Integration with virtual or standard IP PBX systems, support of SIP-numbers of any provider, possibility to connect an unlimited number of external lines allow for making all necessary calls directly from the system.

Synchronize emails, calendar and contacts with your Google account. Two-way integration allows you not to switch between applications to send email or manage your calendar.

Keep the entire history of electronic communications with the client in bpm’online bank customer journey, regardless of the mail provider. Send and receive email without leaving the application.

Data import

Integration with email services by the IMAP/SMTP protocol

Integration with the MS Exchange service

Integration with Google services

Integration with social networks

Synchronization of user accounts and roles with LDAP

Phone integration

Business process management

Use the built-in business process modeling systems to automate your processes of any complexity.

Built-in Process designer lets you create complex business process in BPMN notation.

Built-in Case designer is a powerful tool for creating and configuring unstructured processes – “cases”. You can easily adapt best-practice cases to your specifics in marketing, bank customer journey, service, and any other area, or design your own unique cases that fit your company's needs.

The Process log section will provide tools for business process monitoring and analysis. You can view each process instance as a diagram, check which process steps have completed and stop any business process.

Business process setup guide


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