bpm'online service


BPMonline Service Desk is a web-based Service Desk software that takes advantage of advanced business process management (BPM) features and ITIL best practices.

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bpm'online service review by Andrey E.
Andrey E.
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Verified Current User
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"Simple and intuitive CRM for business processing"

What do you like best?

In our company, we should constantly advise our clients on upcoming events and promptly answer their questions. Bpm’online allowed us to process all client requests in a single system. This CRM is easy to configure to meet our business needs because we can customize workflows without having a technical background.

What do you dislike?

Working with macro signatures was confusing at first. We visited the bpm’online community website and asked a couple of questions concerning those macros. The pleasant thing is that we got the answers to our questions instantly. Good job!

What business problems are you solving with the product? What benefits have you realized?

With bpm’online, we can quickly handle all the incoming calls. We are capable to register calls and escalate them to the appropriate departments. Bpm’online sends us notifications regarding near overdue follow-up calls to ensure that we are tracking our prospects and customer communications accordingly.

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bpm'online service review by Administrator
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"The automation of internal (employee) requests and external (customer) requests"

What do you like best?

The introduction of bpm’online allowed us to solve the problem of processing requests from external customers, which had not previously been covered. In addition, it was possible to improve the processing of requests from internal users. Working in a single IT ecosystem has reduced and simplified communication between employees of related departments within the company. Collecting and analyzing customer satisfaction with the company's services allows us to grow even faster and maintain a leading position in the industry.

What do you dislike?

The data migration to bpm’online took an unexpected while. But that was mainly because of the issue with our legacy system's performance.

What business problems are you solving with the product? What benefits have you realized?

Prior to using bpm’online, processing of requests was implemented only for internal customers (Multiplex employees) and was carried out in the Jira software product, the functionality of which was not enough for all tasks. Calls from external customers were not processed using automated systems and now they are, on a single platform.

What Service Desk solution do you use?

Thanks for letting us know!
bpm'online service review by Administrator
Validated Reviewer
Verified Current User
Review Source

"Effective CRM for client service management"

What do you like best?

Prior to bpm’online, our company didn’t use any management system for internal and external services. That’s why it was hard for us to measure employees’ performance. We wanted to improve our team’s customer service skills. Due to this we were looking for a software that would allow us to better configure business processes so that our employees will get clear instructions on how to effectively handle client requests.

We decided to try bpm’online service, and it was the right choice.

Bpm’online helps us to analyze quantitative and qualitative performance metrics, including the number of requests at each stage of the process, the number of processed and overdue requests, employee performance indicators and others.

What do you dislike?

Can’t think of any disadvantages at the moment.

What business problems are you solving with the product? What benefits have you realized?

Bpm’online simplifies our manager performance a lot. Pre-configured processes enable us to effectively manage time when processing client requests. Notification automation allowed us to streamline internal business processes as well. All these features and customized analytics improved our helpdesk and noticeably increased customer loyalty.

bpm'online service review by Jamie S.
Jamie S.
Validated Reviewer
Review Source

"BPM Funcunatily"

What do you like best?

The way the system ties to my e-mail. I like that I can e-mail my contacts directly from BPM and it tracks the not just mine anyone one who e-mails the contact.

What do you dislike?

That I can not get appointments to tie to my Outlook calendar that I have to keep the program open to get reminders

Recommendations to others considering the product

It is painful to transition to an new system but worth the way things flow once everything is up and running.

What business problems are you solving with the product? What benefits have you realized?

Mass E-mailing. We are able to track who has opened what and when.

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