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Achieving 360 Degree Customer Support with Business Process Management

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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

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Achieving 360 Degree Customer Support with Business Process Management

  1. 1. Achieving 360 Degree Customer Support ©2013 Bonitasoft
  2. 2. 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. 3. 3 #1 in Open Source BPM • 2,000,000 DOWNLOADS • 60,000 COMMUNITY MEMBERS • 600 CUSTOMERS • 120 EMPLOYEES • 100 TECH & SI PARTNERS 3
  4. 4. 4 Recognition “Bonita BPM is the only open-source product that meets Gartner's definition of a BPMS.” Open Source BPM report AWARDS
  5. 5. 600 customers in 60 countries
  6. 6. 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
  7. 7. 12
  8. 8. 13 DESIGN. 13 Bonita Studio • BPMN 2.0 • Drag-n-drop application development • Powerful form builder • Easy connectivity
  9. 9. 14 CONNECT. 14 … to almost any Information System
  10. 10. 15 RUN. ...in Bonita Portal... 15 & MobileDesktop
  11. 11. 16 … or as a standalone application 16
  12. 12. Commercial Offerings 18
  13. 13. 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
  14. 14. 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
  15. 15. 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
  16. 16. Challenges in managing customer support ©2013 Bonitasoft 24
  17. 17. ©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
  18. 18. 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
  19. 19. Integration with Bonita BPM ©2013 Bonitasoft 27
  20. 20. Connectivity ©2013 Bonitasoft 28
  21. 21. Multiple channel entry, single process ©2013 Bonitasoft 29 Both initiate the ‘Case Management’ process
  22. 22. 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
  23. 23. 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
  24. 24. 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
  25. 25. Demonstration ©2013 Bonitasoft 33
  26. 26. 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
  27. 27. 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
  28. 28. Case 1 – Receiving a support tweet Tweet to the support account Preliminary Analysis Resolution Case closure ©2013 Bonitasoft 36
  29. 29. Reporting List of cases Filter the cases Cases plotted on a map ©2013 Bonitasoft 37
  30. 30. 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
  31. 31. 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
  32. 32. ©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!

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