Contributed on September 3, 2013

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Achieving 360 Degree Customer Support with Business Process Management

Description

The growing use of mobile services, changing user habits, and the wide variety of information systems in use today all pose a significant impact to your customer support.
Unhappy customers are quick to use social media – their issues get wide visibility, and so does your response (or lack of it). Your reputation is enhanced, or hurt, by how quickly you can address customer problems.
Discover how Bonita BPM can transform your customer management support.
– Quickly develop a management application based on your business processes
– Interface easily with your existing applications
– Monitor and report on your customer support activity

Transcript

Achieving 360 Degree Customer
Support
©2013 Bonitasoft
Agenda
2
Bonita BPM Review & Uses
Customer Support Challenges
Bonita BPM Integrations for 360º Customer Support
Demo of Customer Support Process Template
Live
Demo!
#BonitaBPM
3
#1 in Open Source BPM
• 2,000,000 DOWNLOADS
• 60,000 COMMUNITY MEMBERS
• 600 CUSTOMERS
• 120 EMPLOYEES
• 100 TECH & SI PARTNERS
3
4
Recognition
“Bonita BPM is the
only open-source
product that meets
Gartner’s definition of
a BPMS.”
Open Source BPM report
AWARDS
600 customers in 60 countries
Hundreds of Processes
Scheduling
Automation
Identity
Management
Integration
Grant
Allocation/
Calculations
Human
Resources
Onboarding
Automation
BPM
Claims
Management
Help Desk
Recruitment/
Employee
Selection
Streamlining
Account
Requests
Processes
Customer
Service/
CareProcurement
Administration
12
13
DESIGN.
13
Bonita Studio
• BPMN 2.0
• Drag-n-drop application
development
• Powerful form builder
• Easy connectivity
14
CONNECT.
14
… to almost any Information System
15
RUN. …in Bonita Portal…
15
& MobileDesktop
16
… or as a standalone application
16
Commercial Offerings
18
19
Commercial offerings
We support your projects and accelerate their success
• Professional Services
– Training
– Certification in development and administration
– Consulting: On-Site or Remote
• Annual Subscriptions
– Gold or Platinum Technical Support
– Features to facilitate collaboration, speed development,
aid testing, deployment and administration,
advanced portal features
20
Consulting Services
• Process Design
Definition and agreement among stakeholders
• Evaluation of Impact
On hardware, existing software, external data, etc.
• Process Optimization
Feedback to business to adjust the process to ensure
it is optimized from a technical and business prospective
• Testing
Ensure business requirements match implementation
• Production
Performance and growth are ensured
Features by Edition
©2013 Bonitasoft
• Shared repository
• Develop. productivity
• Doc. generation
• LDAP synchronization
• Dynamic form designer
• Secure Web Services
• Salesforce Wizard
• SAP JCO2 Wizard
• Drill down reports
• Multi-environment
• Engine extensibility
• Optimized engine perf.
• Subtasks
• Mobile portal
• Biz data search
• Org. import/export
• Custom Studio profiles
• Process templates:
PTO + Onboarding
• Live parameters update
• Process monitoring
• Error management
• Configurable archive
• Graphical modeling
• User preferences
• Connectors
• Simple form designer
• BPMN 2.0
• Versioning
• Simulation
• Engine APIs
• Widget hints, tooltips
• Online documentation
Team collaboration Mission-criticalFor first projects
Subscriptions
Community Teamwork Efficiency Performance
Teamwork
+
Efficiency
+
Community
+
End-User Centric
Challenges in managing customer
support
©2013 Bonitasoft 24
©2013 Bonitasoft 25
“If you make customers unhappy in the physical
world, they might each tell 6 friends. If you make
customers unhappy on the Internet, they can each
tell 6,000 friends.”
Jeff Bezos, Amazon.com
Best practices
• Never ignore a request
• Single process = Quality support
• Multiple input channels = Multiple output channels
• Dynamically adapt user interface = Guide users
• Effective reporting = Efficient operations
©2013 Bonitasoft 26
Integration with Bonita BPM
©2013 Bonitasoft 27
Connectivity
©2013 Bonitasoft 28
Multiple channel entry, single process
©2013 Bonitasoft 29
Both initiate the
‘Case
Management’
process
Dynamic forms adapted to context
©2013 Bonitasoft 30
Escalation
Resolution
Web
Form that dynamically
manages the fields to
be displayed, based on
context:
Origin of the request
Selected case status
Twitter
Ease of connectivity to Sales Force
©2013 Bonitasoft 31
Supports listing
of Sales Force
objects
On selection of
object
type, object
fields are
updated for
selection
dynamically
Connector architecture in Bonita BPM 6
©2013 Bonitasoft 32
 Connectors in Bonita BPM
6 are more flexible &
extensible with a seperation
between definition and
implementation
The connector
implementation can be
changed on the fly, without re-
deploying the process
Java code
(Implementation)
External System
Inputs Outputs
Connector Definition
Demonstration
©2013 Bonitasoft 33
Actors
Support
General
• Jan Fisher
• Helen Kelly
Advanced
• William Jobs
• Walter Bates
Onsite
Visit
Scheduler
• Anthony Nichols
Technician
• April Sanchez
• Daniela Angelo
• Favio Riviera
• Anthony Nichols
©2013 Bonitasoft 34
Case 1 – Case submission via a web form
Submit a
case
Preliminary
Analysis
Case
escalation
Request
an onsite
visit
Schedule a
visit
Onsite visit
Case
closure
©2013 Bonitasoft 35
Case 1 – Receiving a support tweet
Tweet to
the support
account
Preliminary
Analysis
Resolution
Case
closure
©2013 Bonitasoft 36
Reporting
List of
cases
Filter the
cases
Cases
plotted on
a map
©2013 Bonitasoft 37
Process Templates (Efficiency, Performance)
Pre-built business
processes, modeled using our
best practices, to accelerate
your BPM project and reduce
time to market
©2013 Bonitasoft 38
Process Library
Bonita BPM Process Library offers resources useful for
getting started – hands-on – with business process
management.
• BPMN 2.0 process diagrams
• Process examples, Community edition
• Process examples, Subscription editions
• Bonita BPM Process Templates
• Videos/Papers
http://www.bonitasoft.com/resources/process-library
©2013 Bonitasoft 39
©2013 Bonitasoft 40
CORPORATE WEBSITE
Product & Services descriptions,
References, Webinars, White papers
OPEN SOURCE COMMUNITY
Forums, Contributions, Source
Code
twitter.com/
bonitasoft
facebook.com/
bonitasoftbpm
linkedin.com/groups?
gid=3182097
youtube.com/
bonitasoft
Thank you, and…
STAY CONNECTED WITH US!