©2013 Bonitasoft

Achieving 360 Degree Customer Support

Agenda

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Bonita BPM Review & Uses

Customer Support Challenges

Bonita BPM Integrations for 360º Customer Support

Demo of Customer Support Process Template

Live Demo!

#BonitaBPM

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#1 in Open Source BPM

• 2,000,000 DOWNLOADS

• 60,000 COMMUNITY MEMBERS

• 600 CUSTOMERS

• 120 EMPLOYEES

• 100 TECH & SI PARTNERS

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4

Recognition

“Bonita BPM is the only open-source product that meets Gartner's definition of a BPMS.”

Open Source BPM reportAW

AR

DS

600 customers in 60 countries

Hundreds of Processes

Scheduling Automation

Identity Management Integration

Grant Allocation/

Calculations

Human Resources Onboarding Automation

BPMClaims

ManagementHelp Desk

Recruitment/Employee Selection

Streamlining Account

Requests Processes

Customer Service/

CareProcurement Administration

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DESIGN.

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Bonita Studio

• BPMN 2.0

• Drag-n-drop application development

• Powerful form builder

• Easy connectivity

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CONNECT.

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… to almost any Information System

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RUN. ...in Bonita Portal...

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& Mobile Desktop

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… or as a standalone application

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Commercial Offerings

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Commercial offeringsWe support your projects and accelerate their success

• Professional Services- Training- Certification in development and administration- Consulting: On-Site or Remote

• Annual Subscriptions - Gold or Platinum Technical Support - Features to facilitate collaboration, speed development,

aid testing, deployment and administration, advanced portal features

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Consulting Services• Process Design

Definition and agreement among stakeholders

• Evaluation of ImpactOn hardware, existing software, external data, etc.

• Process OptimizationFeedback to business to adjust the process to ensure it is optimized from a technical and business prospective

• Testing Ensure business requirements match implementation

• ProductionPerformance and growth are ensured

Features by Edition

©2013 Bonitasoft

• Shared repository• Develop. productivity• Doc. generation• LDAP synchronization• Dynamic form designer• Secure Web Services• Salesforce Wizard• SAP JCO2 Wizard• Drill down reports• Multi-environment• Engine extensibility• Optimized engine perf.

• Subtasks• Mobile portal• Biz data search• Org. import/export• Custom Studio profiles• Process templates:

PTO + Onboarding

• Live parameters update• Process monitoring• Error management• Configurable archive

• Graphical modeling • User preferences• Connectors• Simple form designer• BPMN 2.0• Versioning• Simulation• Engine APIs• Widget hints, tooltips• Online documentation

Team collaboration Mission-criticalFor first projects

Subscriptions

Community Teamwork Efficiency Performance

Teamwork

+Efficiency

+

Community+

End-User Centric

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Challenges in managing customer support

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"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends."

Jeff Bezos, Amazon.com

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Best practices

• Never ignore a request• Single process = Quality support• Multiple input channels = Multiple output channels• Dynamically adapt user interface = Guide users• Effective reporting = Efficient operations

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Integration with Bonita BPM

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Connectivity

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Multiple channel entry, single process

Both initiate the ‘Case Management’ process

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Dynamic forms adapted to context

Escalation

Resolution

Web

Form that dynamically manages the fields to be displayed, based on context:

Origin of the request

Selected case statusTwitter

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Ease of connectivity to Sales Force

Supports listing of Sales Force objects

On selection of object type, object fields are updated for selection dynamically

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Connector architecture in Bonita BPM 6

Connectors in Bonita BPM 6 are more flexible & extensible with a seperation between definition and implementation

The connector implementation can be changed on the fly, without re-deploying the process

Java code(Implementation)

External System

Inputs OutputsConnector Definition

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Demonstration

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Actors

Support

General• Jan Fisher• Helen Kelly

Advanced• William Jobs• Walter Bates

Onsite Visit

Scheduler• Anthony Nichols

Technician• April Sanchez• Daniela Angelo• Favio Riviera• Anthony Nichols

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Case 1 – Case submission via a web form

Submit a case

Preliminary Analysis

Case escalation

Request an onsite visit

Schedule a visit Onsite visit Case

closure

User

Jan Fish

er

Jan Fish

er

Anthony Nichols

April Sanch

ez

William Jo

bs

William Jo

bs

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Case 1 – Receiving a support tweet

Tweet to the support

account

Preliminary Analysis Resolution Case

closure

User

Jan Fish

er

Jan Fish

er

William Jo

bs

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Reporting

List of cases

Filter the cases

Cases plotted on

a map

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Process Templates (Efficiency, Performance)

Pre-built business processes,

modeled using our best

practices, to accelerate your

BPM project and reduce time

to market

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Process Library

Bonita BPM Process Library offers resources useful for

getting started - hands-on - with business process

management.• BPMN 2.0 process diagrams• Process examples, Community edition• Process examples, Subscription editions • Bonita BPM Process Templates• Videos/Papershttp://www.bonitasoft.com/resources/process-library

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CORPORATE WEBSITE

Product & Services descriptions,

References, Webinars, White papers

OPEN SOURCE COMMUNITY

Forums, Contributions, Source Code

twitter.com/bonitasoft

facebook.com/bonitasoftbpm

linkedin.com/groups?gid=3182097

youtube.com/bonitasoft

Thank you, and…

STAY CONNECTED WITH US!