The Five Most Important Reasons to Combine BPM and CRM

Maintaining a customer focus is naturally an important factor in the success of any company. But how can software help to achieve this objective?

ConSol has the answer to that question: All business processes related to competition must be set up to focus on the customer, and they must all be available on a single platform.

We are sure about it: Unlike a pure BPM (Business Process Management) solution, which is focused entirely on processes, and unlike pure CRM (Customer Relations Management) software, which hones in on contact management, the combination of BPM and CRM offers significant benefits for companies.

What advantages does a customer-focused approach to Business Process Management present?

Learn about the five most important factors in detail:

Customers today expect comprehensive service. But customer service representatives can only provide this kind of service if they have access to more than just the contact information available in a pure CRM system.
In a software solution that combines BPM and CRM, the user has access to customer information from a wide range of connected processes – all in a single operation.  Employees can determine the status of downstream ‘Order to Cash’ processes, required deliveries, any existing complaints, and current invoice processes at a glance. In addition, it is possible to take advantage of expert knowledge from colleagues in other departments. This gives the customer service representative comprehensive knowledge about the customers and their needs, and enables the representative to offer customers the right solution. 

In a software solution that combines CRM and BPM, users no longer work in ‘silos’ – they focus on processes instead. For service providers, for example, it is extremely important that deadlines are honored. For this reason, the customer relations teams need to know whether or not customer projects are progressing on time and budget and how this is being accomplished.
This is where BPM tools come in handy. You trigger all of the processes, from the order to the delivery, send warning messages when time limits have elapsed, and automate messages to inform employees about the current job status.

By better combining data from BPM and CRM systems in business processes, employees in all related departments stand to benefit because it allows them to recognize large-scale trends in the data. This is even more important when it comes to managing business processes. Optimized data aggregation from different departments such as Sales, Professional Service, Support, and Accounting improves the quality of reports and analyses, which makes it possible to make more informed management decisions. 

By employing flexible BPM tools in the software solution, you can continuously check to determine which processes are running more or less effectively and identify the factors involved. You can also work quickly to implement any necessary measures. The BPM-based CRM solution also allows you to make other necessary process changes (e.g., new business fields, modified procedures, or legal stipulations) much more quickly than you would be able to using standard tools. In addition, the company benefits from the ‘process-based philosophy’ this kind of system establishes for employees, who can then go on to develop solutions across departments.

The most important advantage for companies combining BPM and CRM is the wide array of application areas for this solution. In a pure CRM solution, only the processes from a single discipline can be implemented, and the Marketing, Sales, and Customer Service departments tend to draw the most benefit.
When it comes down to it, ‘customers’ are not just external purchasers. The term can also apply to internal customers (employees) as well as indirect customers (e.g., sales partners and their customers and suppliers). Reframing this definition results in many additional, diverse processes such as recruiting, partner onboarding, IT helpdesk, and internal travel orders and invoicing. A flexible solution that focuses on both business process and customer data management can combine different processes from an array of departments and disciplines on a single instance.