bpm`online bank customer journey

bpm'online bank customer journey is the CRM platform for automation of problems of the retail front office of banking institution.

On February 11, 2016 Terrasoft submitted to bpm'online bank customer journey version 7.7 CRM. In technology release focus for fast changing of processes of bank in response to market transformation, tools for formation of experience of interaction of the client with^[1].

Screenshot of an application window (2016)

By means of enhanced capabilities of the product directory in bpm'online bank customer journey, time of start of a product in sale it was reduced and changes in a set of financial schemes require several minutes. Setup of characteristics of services or service packages is executed without participation of the developer.

Multilevel classification of products is provided in the section. On each of them it is possible to configure an individual set of financial characteristics or to use typical circuit. Except product parameters, it is possible to specify sales terms and also to define the document package necessary for execution of the request or signing of the contract. At change of conditions on many products it is enough to specify once the in-out parameter and criteria of its change — and these settings will be considered in all financial schemes corresponding to the set criteria.

The upgraded consulting panel and complex of tools for omnichannel communications will help to organize work of retail managers in department and call center operators at the highest level.

A system will help to find, identify quickly the client, to provide the unrolled consultation on the interesting banking products, to issue the request or the address. During consultation the manager obtains the complete information about the history of relationship of the client with bank therefore can offer the client the most suitable service, inform on the status of earlier created requests or addresses, to remind of important events.

Instruments of setup of queues help to organize work with a flow of addresses taking into account priorities and other parameters and also to distribute the entering and outgoing communications on responsible. For the analysis of productivity of employees a system fixes data on the executed calls and the provided consultations and also counts the general time of all communications. Ready reports and indicators will help the head of a client service to control accomplishment of queues and also to carry out monitoring of loading of employees and to estimate the level of the rendered service.

Significant changes in the version of the bpm'online platform are the upgraded tools for creation and execution of processes allowing to change quickly business processes of bank and to start them in work. The interface of the designer of processes will help to make changes to any chart. A system does not require the Silverlight installation therefore users can work in any browser. The cloud engine of business processes does not require compilation of the user charts and allows to execute a set of processes at the same time, without losing in high-speed performance of a system.

By means of the processed mechanism of import of records from Excel banks can quickly load the list of clients, products, any other data into a system. It is enough to select the file on the computer and to specify the section where it is necessary to load records. Having found compliance of names of columns, a system will automatically compare them with columns in bpm'online, then will check data for doubles and will display result of import.

Bpm'online bank customer journey offers completely upgraded mechanism of deduplication of individuals and legal entities. With its help it is possible to clean quickly the customer base from the duplicated records, to receive more complete profile of each client and more precisely to plan communications with audience.

Processing search results, the user can integrate the found doubles with preserving of all history of interaction or exclude similar records which are not doubles from search. In search time a system considers different formats of writing of names, phone numbers or websites therefore at merge of records identical means of communication are not duplicated.

Integration with mail, contacts and calendars works, it will provide full use of the CRM system from the first day of work in bpm'online.

In this version the simple and user-friendly interface of setup of integration with mail is developed — to select the provider enough (Exchange, Gmail or one of mail services under the IMAP protocol) and to enter credentials. It is also simple to include synchronization of contacts and calendars with Exchange and Google. At the same time in bpm'online 7.7 the ability to integrate with Exchange in a cloud is available.

In a system synchronization not only personal tasks, but also collective is available. For example, if the employee or the client with an account in Google is connected to a task, then after synchronization the task will appear in the calendar of the participant of a task. After confirmation of a task the corresponding status will be updated also in bpm'online.

Special attention in this version of bpm'online bank customer journey is paid to fast mastering of functionality and convenience of work of users in a system.

All notifications are reminders on tasks, significant events, notifications of a film and system notifications — are collected in the uniform center of notifications. Pop-up notifications and indication in heading of the page will help not to miss important events even at an inactive or minimized window of the browser.

To simplify access to the main client information, mini-cards of records are implemented. When aiming at the link of individual or the legal entity the user gets access to often used customer information and can quickly call or write the letter, look at the address on the card or create a task of the client.

Notes