the_art_of_process_driven_crm

The art of process-driven CRM

bpm’online marketing 1

bpm’online sales 2

bpm’online service 3

bpm’online platform 4

Creating process-driven

products

Strategy

marketing

sales

service

bpm’online A single platform to manage a complete

customer journey:

from lead generation to service

bpm’online marketing 1

bpm’online sales 2

bpm’online service 3

bpm’online platform 4

1

Marketing automation platform that ensures

an ideal customer journey

Respond to the ever-changing

consumer behavior

Buyer Seller Seller

Yesterday: Hungry for

information

Today: Too much

information to consume

Consumer behavior dramatically changed

Consumer behavior dramatically changed

Today 2016 2018 2020

60%

85%

While approaching sales consultant, the customer already made a purchasing decision

Mary

Brown

25 years old

Alpha

Business

Marketing

Associate

I have so many business

trips planned, I need

to buy a tablet

to make it easier

to travel!

Meet

Mary Brown

123 662

123 662

bpm’online marketing

Lead management Multichannel campaign

management Email marketing Digital / e-marketing

360° customer view

& segmentation Mobile marketing Event management

Loyalty program

automation Marketing analytics

A holistic multichannel marketing management

software powered by out-of-the-box best

practice processes

campaigns

A complete set of tools for loyalty / reward

program automation and multichannel

campaign management

loyalty

bpm’online marketing 1

bpm’online sales 2

bpm’online service 3

bpm’online platform 4

2

Employ out-of-the-box best practice

processes to close more deals!

from short sales cycles to long corporate cycles

Complex B2B sales

Transactional sales

Channel sales

E-commerce

Field sales

POS

80’s: Single channel

Discover → Search → Compare → Decide → Purchase

Stores

2000’s: Multichannel

Web

Store

Discover → Search → Compare → Decide → Purchase

Nowadays: Omnichannel

Shopper 1

Shopper 2

Shopper 3

Shopper 4

Discover → Search → Compare → Decide → Purchase

Company

website

Web

Mobile

Mobile

Store

Call Center

Social

Geography

First store

John Lewis today

Turnover

Number of stores

UK

1864

The UK’s best multichannel department

store retailer in 2013

> £10bn

45

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00

Devices John Lewis buyers use to shop at different time of the day

Tablet

Desktop

Mobile

Over 60% of

customers research

online before going to

the store

More than

20% of John

Lewis customers

buy online and

collect in store

27% of John

Lewis customers

research what they

want in store and then

purchase it online

How do John Lewis

buyers shop? 40% use

their phones to

interact with the

brand when in the

store

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

Покупки онлайн Покупки в магазине Омни-канальность

How John Lewis sales grew due to

omnichannel approach

Buy only

online

Buy only

in store

Omnichannel

shoppers

Average spend, ₤

year

Charlie Mayfield,

Chairman of John Lewis

Partnership

Omnichannel capability and

innovation has been the key to

success and reaching £10bn

sales mark!

Meet Mary Brown

I have made the choice for

my new tablet, but forgot

to pick a memory card.

I need help!

Agent home

Identification

Cross-sell

Cross-sell process

Order management Order management

Order management

Order management

Tablet

Case

Memory Card

Out-of-the-box process for

opportunity management:

from lead to contract

team

A complete set of tools for

short sales cycle and

e-commerce

commerce

Robust product to manage

the full cycle of direct and

channel sales

enterprise

Sophisticated tools to manage

all sales channels: direct and

channel sales, e-commerce,

field sales and POS

omnichannel

A perfect fit for small and

medium business with

direct sales teams

Best choice for e-commerce A perfect fit for medium

and large enterprises to

automate complete direct

and channel sales cycle

Developed for medium and

large enterprises to manage

multiple sales channels

bpm’online sales

Mobile Sales Sales Dashboards

and Metrics

Knowledge

Management

Enterprise Social

Network

360° customer view

& segmentation Guided Selling

Proposals and

Contracts

Order & Invoice

Management Sales Forecasting

Lead Distribution Account and Contact

Management Sales Pipeline

Out-of-the-box sales

processes

bpm’online marketing 1

bpm’online sales 2

bpm’online service 3

bpm’online platform 4

3

Employ out-of-the-box processes to deliver

service excellence

Omnichannel communications

Can’t synchronize my new tablet

with my phone :(

Advisory service process

Mobile service

• Mobile app for field service rep

• Mobile app for customer

• Mobile app wizard

bpm’online service

Out-of-the-box

customer-facing

service processes

Out-of-the-box

ITIL processes Agent workplace

Omnichannel

communications

for customer service

360° customer view Knowledge

management

Real time feedback and

surveys Mobile service Problem management

customer

service

Innovative helpdesk

software for customer

care excellence

customer

engagement center

Robust application to

manage mass omnichannel

communications with

customers

ITIL service

A perfect fit for companies

looking to automate ITSM

processes and to manage

the entire service lifecycle

bpm’online marketing 1

bpm’online sales 2

bpm’online service 3

bpm’online platform 4

Mix products and

editions to fit your

business needs

+

+

bpm’online platform

Out-of-the-box processes

for marketing, sales and

service 2 BPM engine 1 Omnichannel

communications 3 User customization

4 Exceptional user

experience

on any device 5

Build business processes

according to your specific requirements

60

Business process management platform

is the foundation of all bpm’online products

2.0

Designing complex multi-stage processes

in bpm’online is easy!

Professional

BPMN designer

User wizard

Intelligent business processes

Coming soon:

to premiere in June, 2015

BPM engine

Out-of-the-box processes

for marketing, sales and

service

Omnichannel

communications User customization

Exceptional user

experience

on any device

bpm’online platform

2 1

3 4

5

Take advantage of

out-of-the-box best practice processes

• Lead management

• Campaign management

• Lead nurturing

Marketing processes Sales processes

• Lead distribution

• Opportunity management

• Order and invoice

management

• Approval process

management

Service processes

• Case management

• Problem and known errors

management

• Knowledge management

• Change management

• Service level management

BPM engine

Out-of-the-box processes

for marketing, sales and

service

Omnichannel

communications User customization

Exceptional user

experience

on any device

bpm’online platform

2 1

3 4

5

Deliver exceptional brand

experience working with

different communication

channels in one system

Social

Telephony (CTI)

Email

Customer portal

Community / Forums (integration)

Mobile

Chat

BPM engine

Out-of-the-box processes

for marketing, sales and

service

Omnichannel

communications User customization

Exceptional user

experience

on any device

bpm’online platform

2 1

3 4

5

Fully customizable

platform

Customization

• User fields and lookups

• Page designer

• Details designer

• Business rules setup

• Charts designer

• Dashboards designer

• Printable & report setup

• Mobile app wizard

BPM engine

Out-of-the-box processes

for marketing, sales and

service

Omnichannel

communications User customization

Exceptional user

experience

on any device

bpm’online platform

2 1

3 4

5

Bring your own device

The platform enables to take

control over the system’s

interface on desktop, tablet

and mobile, ensuring consistent

look and feel on any device

Deployment

options

On-premise

Why

bpm’online?

BPM +

Out-of-the-box best practice

processes

A single view of customer

journey – marketing, sales and

service

Engaging interface that users

love!

Katherine Kostereva,

CEO & Сo-founder

Katherine.Kostereva@bpmonline.com

Michael Rooney,

SVP & General Manager

Michael.Rooney@bpmonline.com

Q&A

Andie Dovgan,

Director of Business Development

Andie.Dovgan@bpmonline.com

Noel Brinkley,

Sales Executive

Noel.Brinkley@bpmonline.com