Bpm’online customer center can be used to handle a wide range of tasks. These tasks can be grouped into a number of functional blocks.
Single database of service recipients
Bpm’online customer center uses Accounts and Contacts to maintain a common database of customers and suppliers, employees and company 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, grouping and filtering and advanced analytics tools.
Single point of contact
The corporate social network of the company is designed for the internal discussion and posting news. Bpm’online customer center 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.
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 customer center, 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.
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.