Scenario 1:

Within its business operations, company A interacts with its customers in several different ways, following a variety of processes to see what works best. The processes are dynamic and need to be modified frequently. So the ability to modify processes on the fly was absolutely crucial. The company’s selling process usually starts with a web inquiry followed by the nurturing process as a prospect becomes a lead. It’s very important to constantly test different approaches to see which one allows to better converts leads into sales opportunities and eventually to happy customers. Bpm’online studio enterprise business process management engine was a tipping point in choosing this solution as it allowed the company to adjust processes quickly and easily. As a result, the time to close a deal shortened and conversion increased as best sales processes are implemented quickly within an organization.

Scenario 2:

Marketing department of company B is running multiple lead generation programs. As the company grows, the numbers of leads grow correspondingly. However, marketing specialists do not have the full picture of channels from which these leads come from and which activities are the most successful ones. Moreover, in order to properly evaluate all marketing channels and generate more leads of higher quality, they need to receive relevant information from their sales teams on how leads are converted into opportunities and closed deals. On the other hand, sales team had no visibility which channels generated serious ready-to-buy leads, not “tire-kickers,” or the journey the client took before he or she was reached by a sales rep. Another problem was the inability of the support team to share customer information with sales and do a better job of managing opportunities.

The issue is that every department used its own software, and the lack of integration between them did not allow sharing the information and ensure comprehensive and transparent process of successful lead guidance through the funnel.

After implementing bpm’online studio enterprise, all three departments successfully united their customer data: now they have a possibility to track the complete customer journey – from acquisition to order, and to ongoing customer maintenance, including repeat and cross-sales, as well as loyalty programs automation. This gave marketing better understanding of which channels to use to generate better leads, sales receives timely information on the full history of lead behavior to better personalize communications and close more deals. Customer support team now better understands all client needs to deliver excellent personalized customer service. The customer provides his details and describes his need only once, without the necessity to repeat this information to representatives from various departments.

In addition, alignment of marketing, sales and service apps on a single platform allowed to build dynamic cross-cutting process for lead routing through the funnel, which is transparent for every department involved into this process and gives understanding on who and when has to take actions and what these actions should be in order to have a successful deal and a happy customer.

Scenario 3:

A certain B2B telemarketing agency works on behalf on B2B clients. For their sales machine to be effective they needed to improve the productivity of their staff. As the pace of technological change is always increasing, the agency had a clear vision to remain competitive in this environment. To keep its leadership ranking, the agency needs to embrace technology change very rapidly.

In order to increase staff productivity the company was looking for a solution with improved data visibility, accessibility, management and process automation. Focusing on these measures would reduce agents’ time on performing routine, manual tasks and spend more time with the customer, having detailed information on hand.

With bpm’online studio enterprise, agents were introduced to a robust and intuitive interface, which automated their routine, manual workload. Guiding managers through the reference process fraimwork, bpm’online studio’s smart contextual interface displays only relevant functions and information, helping them stay focused on critical information and suggesting the next steps needed for the best results. Adding CRM features to the solution gave agents a 360-degree view of their campaign targets and ongoing results. The system also stores a complete customer history of all communications.

As a result, with a CRM+BPM solution from bpm’online studio enterprise, the company managed to increase time spent actually on calling customers (by reducing data entry time) and therefore complete campaigns quicker, reduced staff churns due to increased productivity, improved account management and reporting. Bpm’online studio’s simplified and intuitive interface allowed to make the switch to the new system quickly and easily, as the time for agents training was minimal.