Business processes

Case designer and dynamic case management (DCM)

The latest release features a new tool for business process management. Dynamic Case Management (DCM) technology enables automation of unstructured processes (dynamic cases). Dynamic case is a business process in which multiple workflow stages must be completed before the process goal can be achieved. Easy-to-use visual case designer will present your case in a clear and comprehensive way. The new case management function is available on all stages of working with customers: leads, opportunities and service cases.

Corporate sale process in the new case designer

 

Bpm’online sales

• The [Discount] field can now be used to add markups. To add a markup, enter a negative value in the [Discount] field on the [Products] detail of the order page.

• The [Closed on] field on the opportunity pages will now be filled in correctly when the opportunity enters the final stage.  

Field Sales

Added the ability to monitor changes in the stock keeping units (SKU).

Pharma

• Convenient doctor and pharmacy visit scheduling with drag & drop tools for sales reps has been implemented.

• Visit routes can now be viewed on the map.

Sales rep’s route displayed on the map

 

• Added the ability to monitor changes in the stock keeping units (SKU).

• Added doctor categorization by their potential and loyalty, as well as recording of categorization history.

Bpm’online marketing

Integration with a new bulk email service: ElasticEmail

Users who use bulk emails can now choose between two email providers: UniOne and ElasticEmail (https://elasticemail.com). According to test results, ElasticEmail shows best delivery rates in specific regions as well as when sending emails to addresses in corporate domains. UniOne integration is enabled in bpm’online by default. To switch to ElasticEmail, contact bpm’online support.

ElasticEmail integration features are similar to those of UniOne:

• Sending bulk emails, trigger emails and one-time (instant) emails.

• Processing email recipient responses (opens, clicks, unsubscribes, spam, delivery, bounce).

• Hyperlink click information.

• Managing unsubscribed recipients.

• Managing a list of domains.

User-friendly tools for monitoring and analysis of email errors

Bulk email sending history and possible email errors can now be analyzed using the improved bulk email log. The log is available in the [Email] section.

Campaigns

• Campaigns have been optimized for large-scale use (large numbers of simultaneous campaigns and large numbers of campaign participants).

• The “Event” campaign element has been improved based on the customer feedback. Campaign participants can now transition to the “Event” step and become event participants regardless of the event start date.

• The “Landing page” element that is connected to a web-form for lead or event participant registration can now be used as both start and intermediate campaign element. With this, various marketing campaigns for existing customer base can now be automated.

Campaigns can now be configured to branch, depending on whether participants complete a landing page web form or not. When new participants register via the landing page, they are immediately redirected to this step. If existing campaign participants have not yet reached the landing page step in the campaign workflow, but have already submitted the corresponding web form, they will be redirected to the corresponding step.

• Marketing specialists now have a lot more options of tweaking email communications with the customers. Alternative chains of communications can be set up depending on the link that the customers click. Any further campaign activities depend on the chosen CTA.

Automatic linking leads to the existing contacts

If a campaign participant clicks a landing page link in a campaign bulk email, new leads will be automatically connected with this customer’s contact, regardless of what the customer actually enters in the web form. This has been made possible due to improvements in the tracking code. No additional website event tracking setup is required for users who already use website event tracking.

Auto-completing landing page fields

Landing page web forms can now be automatically filled out with the customer profile data. If a landing page is opened via a link from a bulk or trigger email, its fields will be filled out with the corresponding contact information (full name, email, phone, etc.). This makes it a lot easier for the customer to fill out and submit the form, and also significantly decreases the risk of creating duplicates in the system, since the landing page data is taken directly from the customer’s profile.

Landing pages for event participants

The [Landing pages] section can now be used to add records in different sections, details and lookups.

This means that landing pages can now be used for wide variety of purposes, such as registration of event participants, contacts and more.

Bpm’online service

Calendars

The new calendars will ensure perfect timing of helpdesk communications across multiple time zones and countries. The calendars take into account:

• Time zones.

• Work days and days off.

• Holidays.

• Business hours.

Default calendar

 

Customizable deadline calculation

Flexible calculation of response and resolution time for cases has been added. Users can now select the deadline calculation strategy that fits their service model and business objectives.

The system will calculate response and resolution deadlines based on the following criteria:

• Case service;

• Service in SLA;

• Case priority;

• Case priority and customer service level (support plan);

• Case priority in the SLA service.

Response and resolution deadline calculation setup

 

Improved case page UI/UX

• The case number generation mechanism has been improved to ensure that no cases with identical numbers can be created.

• Added hints explaining the logic behind the [Service] and [SLA] fields.

Base interface and system capabilities

Working with the system

• General performance has been improved for section and detail lists. Basic list operations, such as sorting records, applying common and aggregate filters and quick toggling between folders are now faster. For on-site applications, the changes are available only if the database server uses MS SQL Server 2012 or later.

• The folder tree is now opened faster when working with large numbers of records.  

SSO support

WebSSO support (via the SAML2.0 protocol) has been implemented for quicker and more secure integration of bpm’online into corporate IT environment with centralized user management. The main benefits are:

• Users can use a single set of credentials to log in to all systems of the company.

• Simple and centralized user management with the “Just-in-Time User Provisioning” function, which enables creating new users and updating existing user data upon each login.

• Lower maintenance costs. SAML 2.0 is supported by all popular authentication providers.

Filters

• When working with standard filters by lookup columns, users can now select values from the list of lookup records.

Selecting lookup values in the filter UI

 

• An expanded filter can now be saved as a dynamic folder for the corresponding section.

• Separate groups of filter conditions can now be enabled and disabled when working with filters.  

Enabling and disabling filter conditions

 

Customer database management tools

Data enrichment

• When adding accounts, the system will now prompt the proper company name and automatically fill in the company name, logo and address fields. When first letters of the new account name are entered, the system automatically searches company information in the open sources and displays a list of suitable company names and their logos.  

Company name and logo prompt for a new account

 

• The system can now enrich account profile information with communication options. Click the profile enrichment icon on an account page to display company’s communication options available in the open sources:

•Links to Facebook, Twitter, LinkedIn, Google+, Youtube, Instagram and Pinterest social network profiles;

•Phone numbers;

•Company email addresses.

Users can select which communication options should be added to the account profile.  

Account profile data enrichment

 

Duplicate search

Duplicate search rules can now be enabled and disabled for local duplicate search (checking for duplicates when a new record is saved). Any rule can be active for local and/or global duplicate search. Disabling a rule for local search does not disable it for global search and vice versa.  

New interface for searching duplicates

 

Mobile application

Mobile app for Field Sales

• Sales outlet visits can now be scheduled directly from the calendar in the mobile app.

• Visit pages now have the [SKU monitoring] detail for adding information about stock keeping units.

Mobile app for Pharma

• Doctor and pharmacy visits can now be scheduled in the mobile app. The [Create visit] quick action is available on the contact pages, account pages and in the calendar.

• The updated visit page now has means of adding information about products in stock (for pharmacy visits) and prescriptions (for doctor visits).

Pharmacy visit page

 

• The ability to quickly cancel visits was added.  

• Information on the doctor’s potential can now be recorded during visits.

• Added the ability to show presentations on a mobile device.