Bpm'online CRM
Bpm'online CRM (formerly BPMonline CRM) is a cloud-based business application that merges customer relationship management (CRM) features with business process management (BPM) capabilities. It has been developed by bpm'online company, and is used by over 300k end users.
Description
Bpm'online CRM combines CRM’s core modules (account and contact management, sales force automation, service management, marketing automation, document management, reporting and analytics) with business process management (BPM) engine. Alongside such vendors as Appian, Pega, Sword Ciboodle (Kana), SalesForce and Microsoft Dynamics, bpm'online is considered to be one of the major players dominating the BPM niche of CRM and advocating the idea and benefits of process-driven relationship management software.
The system has a set of out-of-the box best-practice business processes. Also, a system’s BPM engine allows for modeling, testing, and optimizing customer-facing business processes.
The application supports a multi-dimensional view of customers, partners, vendors, and competitors. Customizable analytics features allow monitoring deals in the sales cycle; search, and filter customer data by various criteria; analyze the efficiency of different departments, etc. Bpm'online CRM can be delivered as both a SaaS and on-premise application, and provides integration capabilities. SaaS variant is also available in Team Edition, which has been developed for teams of up to 5 users.
Architecture
Bpm'online has been developed using Microsoft .Net architecture in combination with AJAX and HTML. Combined with RESTful APIs, it provides developers with a well-constructed SaaS architecture.
Bpm'online platform employs the following concepts and technologies:
- The core of the platform is accepted Business Process Modeling Notation (current version of BPMN is 2.0.) standard that is understandable for both end users and IT staff.
- Service-oriented architecture (SOA) facilitates the ease of extending and customization of IT solutions.
- Bpm'online platform can be integrated with other third-party applications and a wealth of web services due to its ability to support open standards (SOAP, WSDL) and using technologies like .Net Managed Assemblies, COM.
Bpm'online 7.x
In June 2013 was the most significant update of the bpm'online platform since its introduction. Bpm'online 7.x version release was influenced by a so-called Consumerization trend in the IT industry.
Along with technical improvements, bpm'online 7’x has more intuitiveness and enhanced usability. Major updates in the interface include: social look and feel, context-sensitiveness, smart “google/siri”-like command line that simplifies navigation and allows performing certain actions right from it (like adding new account or contact). Besides improvements in the interface, bpm'online 7.x has built-in social features like enterprise social network. The application was developed using HTML5, which means all pop ups have been eliminated and it is properly displayed in most common browsers and devices used nowadays.
Awards and Recognition
In October 2011 bpm'online CRM receives its first significant award, CRM Idol, founded by a ‘CRM Guru’ Paul Greenberg, who is also the author of best seller ‘CRM at the Speed of Light’ book. Early in 2012 bpm'online CRM Magazine named bpm'online the Customer Service Rising Star. Later that year Paul Greenberg called bpm'online “the most pleasant revelation of 2011” and included it to his CRM Watchlist. 2013 became an award-winning year for bpm'online. For the first time it was mentioned in Gartner’s Buyers Guide, described as a good vendor that is not yet found in the Magic Quadrant, and then obtained CRM Watchlist 2013 Award (bpm'online won this award for three consecutive years: 2012, 2013 and 2014). Later in 2013 bpm'online received European IT & Software Excellence Award, CRM Excellence Award by CUSTOMER Magazine and was included to CRM Market Leaders list. In May 2013 bpm'online CRM received ISM’s Top 15 CRM Software Awards and was described as “leading influencer in the CRM community who have made significant advancements in functionality and connectivity for sales, customer service and marketing professionalism.”
Nucleus Research, an information technology research firm, included bpm'online CRM in its CRM Value Matrix twice, moving it from ‘Core Provider’ up to ‘Facilitator’ quadrant on usability scale.
In May 2014 Nucleus Research awarded SCi Sales Group with the Tech ROI Award for the 1281% ROI achieved after implementing bpm'online.