Bpm’online CRM, now known as Creatio, is a comprehensive and integrated customer relationship management (CRM) solution designed to automate and streamline marketing, sales, and customer service processes. Here’s an overview of what the product does and its key features:
What it Does
Creatio CRM is a robust suite that covers the entire customer journey, enabling businesses to manage their customer relationships more effectively. It combines marketing, sales, and service automation to provide a unified platform for acquiring, managing, and supporting customers. This CRM solution is tailored to meet the needs of both mid-sized and large enterprises, as well as smaller businesses looking for a professional CRM approach.
Key Features
Marketing Automation
- Multichannel Marketing: Creatio offers tools for demand generation excellence through multichannel marketing campaigns, including email marketing, event management, and campaign management. It allows for audience segmentation, lead scoring, and the execution of triggered campaigns.
Sales Force Automation
- Sales Cycle Management: The platform manages the complete sales cycle from lead to repeat sales. It includes features such as opportunity management, order and invoice management, sales forecasting, and quote management. It also supports field sales and provides a 360° customer view to enhance sales strategies.
Customer Service Automation
- Customer Service Tools: Creatio includes innovative customer service tools to deliver exceptional customer experiences. Key features include case management, problem management, service catalogue management, knowledge management, and service level agreement (SLA) management. It also supports omnichannel communications, field service, and a customer portal.
Business Process Management (BPM)
- Drag-and-Drop Process Design: The platform allows users to build and customize business processes using a drag-and-drop interface based on the BPMN (Business Process Model and Notation) standard. This feature enables users to design and automate processes without needing complex programming skills.
Collaboration and Communication
- 360° Customer View: Provides a complete view of each customer’s profile, including important data, objectives, commitment status, activities, and connections with company accounts. This helps in determining the ideal strategy for each customer.
- Internal Collaboration: Facilitates communication among employees through various channels, including a collaborative calendar, email, and call inboxes that automatically update customer information after interactions.
Analytics and Reporting
- Advanced Analytics: Creatio offers tools for predictive and prescriptive analytics, reporting, and flexible dashboards. It helps in making data-driven decisions by providing insights into customer behavior and business performance.
Customization and Integration
- Low-Code/No-Code Development: The platform allows for easy customization and configuration without the need for deep programming knowledge. It supports the creation of custom workflows and integrates seamlessly with other business tools and applications such as accounting systems, emails, and marketing systems.
Mobility
- Mobile Access: The Creatio CRM mobile application enables access to customer and sales information from anywhere, anytime, making it essential for an increasingly mobile and independent workforce.
In summary, Creatio CRM (formerly Bpm’online CRM) is a powerful, intuitive, and highly customizable CRM solution that automates marketing, sales, and customer service processes. Its advanced features and user-friendly interface make it an ideal choice for businesses of all sizes looking to enhance customer relationships and streamline their operations.