BPM

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overview

How does BPM Solution Help?

SimpleCRM’s Business Process Management (BPM) tool helps in design, modeling, execution, monitoring, and optimization of key business processes related to customer relationship management. The BPM module enables business users to design and automate their sales, ticketing or marketing workflows through a drag and drop interface. This helps the organization to measure and execute crucial business processes as per the defined Service Level Agreements (SLAs) and also helps in reducing reliance on manual, error-prone tasks, thereby freeing up people to concentrate more on customer engagement and business development activities.

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Business Process Management Module Includes

Multi-Functional Utility
Automate processes such as, customer support ticket routing, escalations & SLAs, lead routing and assignments, drip marketing, claims & renewal managment, internal helpdesk, customer onboarding, etc.
Intelligent Automation
SimpleCRM’s BPM module harnesses AI/ML technoloy that allows users to configure processes based on customer sentiment analysis or data-based predictive analytics, AI vision based fraud detection and subsequent actions, etc.
Enterprise Capabilities
Ability to integrate with a variety of systems like ERP, Payment Gateways, Anti-Money Laundering (AML) systems, Core Banking, Blacklisted Database and Credit Check Systems. Extensively documented APIs make most of the integrations a breeze.
Secure Architecture
Client and server endpoints are managed as one estate, ensuring security and stability while maximising uptime and productivity. AES 256 based transit data encryption. Available in both fully-cloud and hybrid models.
Deploy Anywhere
Deploy on-premise or a cloud of your choice – AWS, Azure, IBM Softlayer, Google Cloud etc. Scale to any level, integrate with anything, change your deployment option at any time.
No Code Configurators
Drag and drop intent and response builders, define business rules for workflows, get reports and dashboards, build templates, set branding colours and much more through drag and drop intuitive interface.

Salient Features

Automate Your Business Processes, Sit Back & Relax

Process Configuration

Process configuration is supported in steps, where each step can have multiple tasks associated with it. The tasks can be configured at each step and assigned to the responsible user. If the assigned task remains incomplete by defined TAT, an automatic escalation is triggered by the system. Email/SMS notifications and reminders for escalations can be configured as per the preferences set to notify user as soon as a step is assigned.

Conditional Logic and Loops

The BPM solution allows organizations to configure extensive business logic including conditional flows. The module provides access to all the modules and fields on which to define business logic. For example, on document collection step, user can define the workflow to proceed to next steps when documents are valid or fall back to the previous step for document recollection.

Escalations For Each Level

Multi-level escalations can be configured based on organizations Turn-around-time (TATs) defined for its business processes facotring in different time zones, business hours, holiday schedules and more. Escalations can be communicated up the defined hierarchy as emails or SMSes, which can be pre-configured using email & SMS template builders. System keeps a track of which steps in a business processes are more prone to SLA violations and provide an insight where processes need to be optimized.

Intelligent Routing

Configuration in BPM allows selecting various types of users in each step, for example, Reporting Manager, Creator, Processor etc. Moreover, it is also possible to assign a particular business process step to a group of users using Role or Group assignment options. This is particularly useful in automating sophisticated business processes like loan processing or claim processing where multiple users and teams are involved and need to collaborate with each other.

Parallel Tasks

Business processes having parallel tasks that need to be performed by different members is a common requirement. This can easily configured using the parallel tasks options; where parallel tasks can either be manual tasks to be performed by humans OR automatic tasks where an API call can be made to a 3rd party system for updating something or pulling some information necessary for the business process to continue further.

Benefits

Our Solutions Provide A Unique Range Of Benefits

Control IT costs
You can scale your IT costs according to your requirements and only pay for what you need. Whether that be increasing or decreasing CRM users, or adopting phased implementation approach.
Trusted advisors
Through regular account management meetings our experts will keep you updated on latest trends in CRM and AI/ML space and how that can impact your industry and your organization.
Economy Of Scale
As your business grows, its support structure needs to grow, too. With our products and services you can scale your business up or down with nothing more than a simple discussion.
Increased efficiency
You can trust us to completely manage the deployed solutions from underlying stack and up. You can choose our cloud offerings or we can help manage the applications on your infrastructure.
Small initial investment
Our consultants are always ready to meet you, arrange product demonstrations customized to your needs for free or arrange for a well-customized pilot for a small fee.

Stop wasting time and money on technology. Let’s get started

Karvy is using SimpleCRM for managing call-centre of one of the largest public sector banks in India. The team has been a great partner to us and has impressed us with their responsiveness, dedication and expertise in handling large scale CRM projects.