|Initial release||February 2011|
7.8 / May 2016
User interface: Ajax
|Operating system||Windows, OS X|
|Type||CRM, BPM, Enterprise software|
Bpm'online CRM (formerly BPMonline CRM) is a cloud-based software that merges customer relationship management (CRM) features with business process management (BPM) capabilities. It has been developed by bpm'online company, and has over 500k end users.
Bpm'online CRM combines CRM's core modules (account and contact management, sales force automation, service management, marketing automation, document management, reporting and analytics) with business process management (BPM) engine. Alongside such vendors as Appian, Pega, Sword Ciboodle (Kana), Salesforce and Microsoft Dynamics, bpm'online is considered to be one of the major players dominating the BPM niche of CRM and advocating the idea and benefits of process-driven relationship management software.
Bpm'online has been developed using .NET Framework architecture in combination with Ajax and. HyperText Markup Language (HTML). Combined with RESTful APIs, it provides developers with a well-constructed SaaS architecture.
Bpm'online platform employs the following concepts and technologies:
In June 2013 was the most significant update of the bpm'online platform since its introduction. Bpm'online 7.x version release was influenced by a so-called consumerization trend in the IT industry.
Along with technical improvements, bpm'online 7'x has more intuitiveness and enhanced usability. Major updates in the interface include: social look and feel, context-sensitiveness, smart "google/siri"-like command line that simplifies navigation and allows performing certain actions right from it (like adding new account or contact). Besides improvements in the interface, bpm'online 7.x has built-in social features like enterprise social network. The application was developed using HTML5, which means all pop ups have been eliminated and it is properly displayed in most common browsers and devices used nowadays.
Bpm'online is a process-driven CRM software that connects marketing, sales and service automation on one platform. The latest 7.7 version of bpm'online provides users with increased level of agility and usability due to restructured business processes (BPM engine) and supports runtime processes evolution (modification of the process while in the middle of the action).
The system has a set of out-of-the box best practice business processes developed to manage key business operations as well as to address needs of a variety of verticals. However, thanks to a system's BPM engine any customer-facing business process can be easily adjusted on the fly.
The application supports a 360 degree view of customers, partners, vendors, and competitors. Customizable analytics allow for monitoring key statistical data, search and filter this data by various criteria as well as analyze the efficiency of different departments, etc.
Bpm'online CRM offers tools to control customer journey from the first point of interaction to the sales and service stages. System's dashboards allow users to get information and statistics on key internal, customer-facing and communication processes. Bpm'online CRM provides open configuration and extensive API to allow any customizations and integrations required for the business.
In October 2011 bpm'online CRM receives its first significant award, CRM Idol, founded by a 'CRM Guru' Paul Greenberg, who is also the author of best seller 'CRM at the Speed of Light' book. Early in 2012 bpm'online CRM Magazine named bpm'online the Customer Service Rising Star. Later that year Paul Greenberg called bpm'online "the most pleasant revelation of 2011" and included it to his CRM Watchlist. 2013 became an award-winning year for bpm'online. For the first time it was mentioned in Gartner's Buyers Guide, described as a good vendor that is not yet found in the Magic Quadrant, and then obtained CRM Watchlist 2013 Award (bpm'online won this award for three consecutive years: 2012, 2013 and 2014). Later in 2013 bpm'online received European IT & Software Excellence Award, CRM Excellence Award by Customer Magazine and was honored as a One to Watch in CRM magazine's 2013 Market Leader Awards. In May 2013 bpm'online CRM received ISM's Top 15 CRM Software Awards and was described as "leading influencer in the CRM community who have made significant advancements in functionality and connectivity for sales, customer service and marketing professionalism."
Nucleus Research, an information technology research firm, included bpm'online CRM in its CRM Value Matrix twice, moving it from 'Core Provider' up to 'Facilitator' quadrant on usability scale. In May 2014 Nucleus Research awarded SCi Sales Group with the Tech ROI Award for the 1281% ROI achieved after implementing bpm'online.
In 2015 bpm'online received the top score in the current offering category among the Strong Performers in the Forrester Wave(TM): CRM Suite for Midsize Organizations, Q1 '15. Later on Gartner has included bpm'online into its Magic Quadrant for the CRM Customer Engagement Center, 2015. Bpm'online has been also recognized in the recently released Nucleus Research H2 2015 Technology Value Matrix for Customer Relationship Management (CRM), highly ranking the vendor for usability. CRM Magazine, the leading publication of the industry, named bpm'online the Leader in the Midmarket CRM and Sales Force Automation categories in the 2015 CRM Market Awards. The company is the only vendor in the Midmarket CRM category to receive a 4.0 or better for every criterion. Additionally, bpm'online has been honored as Gold Stevie Award Winner for the Best Relationship Management Solution as well as a winner of the 2016 Stevie Awards for Sales & Customer Service. Winners were selected from over 3,500 nominations. Also in 2015 for the second time in a row bpm'online was selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors.
In 2016 bpm'online has been included in the Leaders Quadrant of the Nucleus Research CRM Value Matrix 1H 2016 ?nd in the Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17 report.
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