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Customer Care Excellence using Bpm'online CRM

Leverage Customer Relationship Management to enhance customer service and build loyalty

Your CRM system has the core components of company accounts, contacts and communications of your staff with your customers. Why not leverage your CRM information to enhance customer service and more up to being known for customer care excellence?

Every interaction with a customer has with your organization is an opportunity to build loyalty- or a chance to lose it.

Points to consider and gaining business success with CRM:

  • Acquiring new customers can cost 5 times more than satisfying and retaining current customers

  • A 2% increase in customer retention has the same effect on profits as cutting costs by 10%

  • The average company loses 10% of its customers each year

  • 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry

  • The customer profitability rate tends to increase over the life of a retained customer


A foundational core of CRM is the retention of loyal and profitable customers. How a customer feels about an interactions is the most significant driver of customer loyalty. 

Even small improvements in daily contact with customers and employees can result in a significant increase in loyalty – a leading indicator of future growth and revenue

Resolve customer questions, issues and requests quickly for a high-quality customer experience, capitalize on new selling opportunities, and provide convenient self-service solutions to customers with the easy-to-use functionality. 

Leverage CRM and BPM - business process management

Bpm'online service is a cloud application with out-of-the-box processes for full-cycle service management based on industry best practices.  You can manage customer requests and automate service operations by following pre-defined processes for customer care excellence. This is a perfect fit for companies looking to automate help desk and call center operations.


Manage omnichannel communications

Personalize communications with your clients using bpm'online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.


Manage your daily tasks more efficiently using agent workplace


Service Agent home.png


Unified Service Catalog and Knowledge database

Create a unified database of services to facilitate the work of your service agents. An up-to-date and complete service catalog will help you regulate service processes and offer clients services relevant to them.  Access the knowledge base of problems and solutions for quicker resolutions




Choose the bpm'online customer service edition to automate your service processes.....


Customer center Service enterprise
The best fit for companies that are looking to manage omnichannel communications plus automate help desk and contact center operations.                                  The best choice for medium and large companies looking to deliver high-level service across multiple communication channels and manage a complete service cycle.
360 degree customer view Unified customer database
Omnichannel communications Omnichannel communications
Contact center  Contact center
Case management Business process management
Knowledge management Request management
Service catalog Problem management
Business process management Change management
Synchronization and integration Release management
System designer Service catalog
  Service level management
  Configuration management
  Knowledge management
  Synchronization and integration
  System designer
Product-features-BPMonline.png Product-features-BPMonline.png
Cloud pricing Cloud pricing
 $35 per user / month $50 per user / month

BPMonline CRM Try it Free banner 



Stay on top of what is happening with case management metrics



Helpful and Engaging interface that users love


BPMonline devices.jpg

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important. 


What are you waiting for to make your business work smarter and create customer care excellence?

Get Started with Success with CRM


System designer

The bpm'online System designer allows you to customize the CRM system to fit the unique business process needs and requirements. Easily rearrange, add and remove lookups, data fields, and entire pages for different user roles to personalize the application.  The application provides wizards and designers to make it work the best way for your business for purpose-built CRM.


Access, edit and add to out-of-box customer service processes



Process flow chart for Incident management


Get Started with Success with CRM

Related resources:

Articles on Customer Experience Improvement

Articles on Business Process Management...

Articles on Making Your Business Work Smarter...

Articles on User Adoption  and  Characteristics of Well-used CRM


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