Documentation

bpm'online service enterprise
PDF

Introduction

Bpm’online service enterprise  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

Incident and service request management

Self-service portal

Communication panel

Landing and web forms

 

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Service model

Service catalog management

SLA management

Configuration management

Problem management

Changes management

Release management

 

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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 service enterprise 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 service enterprise 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 service agreements

The Service agreements section records individual requirements for each service: a list of service objects, services provided, response and resolution times and a service calendar. Based on the entered data, the application will calculate the response and resolution time for each case. Besides the SLA contracts, bpm’online service enterprise also allows you to manage operational level agreements (OLA) and underpinning contracts (UC).

The [Service agreements] section

Managing incidents and service requests

The case management business process, which is the foundation of the Cases section, represents the world's best practice and complies with ITIL recommendations. The process allows you to simultaneously handle a large number of incidents and service requests as the system suggests the necessary steps for each stage of case processing, from registration to case closure.

Bpm’online service enterprise will help you select a service contract, define the best skill-team for processing of a particular incident, calculate expected response time and provide SLA-compliant resolutions, manage the case management process and collect customer feedback.

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 service enterprise, 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 problems

When you detect events that lead to an increase in the number of similar incidents, or when there are common functionality errors found, you can register problems and plan your problem removal activities. When you register a problem, you can specify its connection to a service or a configuration item that has that problem. When you register an incident, you can specify its connection to a problem that might have caused it. You can analyze such connections to identify common trends and effectively eliminate sources of the problems.

The [Problems] section

Managing releases and changes

Use the Releases section to store records regarding your work on updating products and configuration items. You can monitor the scheduled and the actual release dates on each stage and the working time required for the release, as well as keep track of new versions and analyze the implementation results.

Use the Changes section to schedule standard changes and implement urgent ones. This section is used to register all changes emerging from the IT infrastructure and affecting the services provided.

The [Releases] section

The [Changes] section

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

Configuration management

The Configuration items section is used to register all the IT infrastructure items. For example, you can use this section to register information related to equipment, software, communication networks, POS terminals and such. Registering the information regarding the users and configuration items will help you organize your data in a single source. You can detect identify and timely eliminate potential problems for any configuration item by monitoring its status and case history.

The [Configuration items] section

System designer

Bpm’online service enterprise 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

Mobile application wizard

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

Synchronization and integration

Employ a built-in utility for data import from Excel to quickly import or export your account and contact 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 at 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 enables 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 service enterprise, 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, service enterprise, service, and any other area, or design your own unique cases that fit your company 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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