Leverage The Power of Socal Media with BPM

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Failing to deliver great customer service over social channels like Twitter can carry big risks. Complaints and questions voiced on social media platforms are highly visible to other customers, and if you fail to acknowledge them your reputation can quickly deteriorate.
In this presentation, you will learn how BPM can help merge social media and customer service.
You will also learn how to integrate a process driven application into Salesforce Chatter for streamlined business processes, such as Employee Paid Time-off (PTO) Requests.

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  • Existing applications within your organizationHighest rated connectors are our most popular connectorsApplying connectors to workflow (email)combines business intelligence, alerts and workflow to help your organization run more efficiently
  • Leverage The Power of Socal Media with BPM

    1. 1. LEVERAGE THEPOWER OF SOCIALMEDIA WITH BPM1How Can Processes Be Improved With SocialMedia Integration?
    2. 2. AGENDA28/05/2013 2Why leverage BPM and what canyou connect to?BPM for Customer Servicevia TwitterEmployee Time Requestvia Salesforce ChatterLiveDemo!LiveDemo!
    3. 3. 28/05/2013 3WELCOME: MEET TEAM BONITASOFT
    4. 4. HUNDREDS OF PROCESSESGrantAllocation/CalculationsIdentityManagementIntegrationClaimsManagementHelp DeskRecruitment/EmployeeSelectionHumanResourcesOnboardingAutomationStreamliningAccountRequestsProcessesSchedulingAutomationCustomerService/CareProcurementAdministration
    5. 5. WHAT CAN YOU CONNECT TO?
    6. 6. 6Connecting BonitaBPM to SalesforceChatter and Twitter
    7. 7. PROCESS APPLICATIONS• Paid Time Off (PTO) Request- A process driven application integrated withSalesforce Chatter7Different paradigms to illustrate social in a BPM context• Customer Complaint Management- A BPM Suite allowing support reps to respondto complaints on Twitter7HELPMoreHELP
    8. 8. MAKING IT EASIER TO TAKE ACTION• Paid Time Off (PTO) Request- Improving the ease of a PTO request using SalesforceChatter- Actors• Jack – The employee and PTO requestor• John – Jack’s manager and request approver 1• James – HR Manager and request approver 28Put the information where the user is looking
    9. 9. Live Demo!
    10. 10. THE 24/7 CUSTOMER SERVICE CYCLE• Customer complaint monitoring- Listening to and efficiently routing customer Tweets- Actors• Upset customer 1• Upset customer 2• Customer support rep• Advanced customer support rep10Using better process to keep upHELP
    11. 11. Live Demo!
    12. 12. YOUR QUESTIONS ANSWERED28/05/2013 14
    13. 13. THANK YOU, AND…15Stay connected with us!CORPORATE WEBSITE• Product & Services descriptions• References & Use Cases• Webinars & White paperstwitter.com/bonitasoftfacebook.com/bonitasoftbpmlinkedin.com/groups?gid=3182097youtube.com/bonitasoftOPEN SOURCE COMMUNITY• Forums• Contributions• Source Code

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