Date post: | 09-May-2015 |
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©2013 Bonitasoft
Achieving 360 Degree Customer Support
Agenda
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Bonita BPM Review & Uses
Customer Support Challenges
Bonita BPM Integrations for 360º Customer Support
Demo of Customer Support Process Template
Live Demo!
#BonitaBPM
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#1 in Open Source BPM
• 2,000,000 DOWNLOADS
• 60,000 COMMUNITY MEMBERS
• 600 CUSTOMERS
• 120 EMPLOYEES
• 100 TECH & SI PARTNERS
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4
Recognition
“Bonita BPM is the only open-source product that meets Gartner's definition of a BPMS.”
Open Source BPM reportAW
AR
DS
600 customers in 60 countries
Hundreds of Processes
Scheduling Automation
Identity Management Integration
Grant Allocation/
Calculations
Human Resources Onboarding Automation
BPMClaims
ManagementHelp Desk
Recruitment/Employee Selection
Streamlining Account
Requests Processes
Customer Service/
CareProcurement Administration
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DESIGN.
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Bonita Studio
• BPMN 2.0
• Drag-n-drop application development
• Powerful form builder
• Easy connectivity
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CONNECT.
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… to almost any Information System
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RUN. ...in Bonita Portal...
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& Mobile Desktop
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… or as a standalone application
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Commercial Offerings
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Commercial offeringsWe support your projects and accelerate their success
• Professional Services- Training- Certification in development and administration- Consulting: On-Site or Remote
• Annual Subscriptions - Gold or Platinum Technical Support - Features to facilitate collaboration, speed development,
aid testing, deployment and administration, advanced portal features
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Consulting Services• Process Design
Definition and agreement among stakeholders
• Evaluation of ImpactOn hardware, existing software, external data, etc.
• Process OptimizationFeedback to business to adjust the process to ensure it is optimized from a technical and business prospective
• Testing Ensure business requirements match implementation
• ProductionPerformance and growth are ensured
Features by Edition
©2013 Bonitasoft
• Shared repository• Develop. productivity• Doc. generation• LDAP synchronization• Dynamic form designer• Secure Web Services• Salesforce Wizard• SAP JCO2 Wizard• Drill down reports• Multi-environment• Engine extensibility• Optimized engine perf.
• Subtasks• Mobile portal• Biz data search• Org. import/export• Custom Studio profiles• Process templates:
PTO + Onboarding
• Live parameters update• Process monitoring• Error management• Configurable archive
• Graphical modeling • User preferences• Connectors• Simple form designer• BPMN 2.0• Versioning• Simulation• Engine APIs• Widget hints, tooltips• Online documentation
Team collaboration Mission-criticalFor first projects
Subscriptions
Community Teamwork Efficiency Performance
Teamwork
+Efficiency
+
Community+
End-User Centric
©2013 Bonitasoft 24
Challenges in managing customer support
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"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends."
Jeff Bezos, Amazon.com
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Best practices
• Never ignore a request• Single process = Quality support• Multiple input channels = Multiple output channels• Dynamically adapt user interface = Guide users• Effective reporting = Efficient operations
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Integration with Bonita BPM
©2013 Bonitasoft 28
Connectivity
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Multiple channel entry, single process
Both initiate the ‘Case Management’ process
©2013 Bonitasoft 30
Dynamic forms adapted to context
Escalation
Resolution
Web
Form that dynamically manages the fields to be displayed, based on context:
Origin of the request
Selected case statusTwitter
©2013 Bonitasoft 31
Ease of connectivity to Sales Force
Supports listing of Sales Force objects
On selection of object type, object fields are updated for selection dynamically
©2013 Bonitasoft 32
Connector architecture in Bonita BPM 6
Connectors in Bonita BPM 6 are more flexible & extensible with a seperation between definition and implementation
The connector implementation can be changed on the fly, without re-deploying the process
Java code(Implementation)
External System
Inputs OutputsConnector Definition
©2013 Bonitasoft 33
Demonstration
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Actors
Support
General• Jan Fisher• Helen Kelly
Advanced• William Jobs• Walter Bates
Onsite Visit
Scheduler• Anthony Nichols
Technician• April Sanchez• Daniela Angelo• Favio Riviera• Anthony Nichols
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Case 1 – Case submission via a web form
Submit a case
Preliminary Analysis
Case escalation
Request an onsite visit
Schedule a visit Onsite visit Case
closure
User
Jan Fish
er
Jan Fish
er
Anthony Nichols
April Sanch
ez
William Jo
bs
William Jo
bs
©2013 Bonitasoft 36
Case 1 – Receiving a support tweet
Tweet to the support
account
Preliminary Analysis Resolution Case
closure
User
Jan Fish
er
Jan Fish
er
William Jo
bs
©2013 Bonitasoft 37
Reporting
List of cases
Filter the cases
Cases plotted on
a map
©2013 Bonitasoft 38
Process Templates (Efficiency, Performance)
Pre-built business processes,
modeled using our best
practices, to accelerate your
BPM project and reduce time
to market
©2013 Bonitasoft 39
Process Library
Bonita BPM Process Library offers resources useful for
getting started - hands-on - with business process
management.• BPMN 2.0 process diagrams• Process examples, Community edition• Process examples, Subscription editions • Bonita BPM Process Templates• Videos/Papershttp://www.bonitasoft.com/resources/process-library
©2013 Bonitasoft 40
CORPORATE WEBSITE
Product & Services descriptions,
References, Webinars, White papers
OPEN SOURCE COMMUNITY
Forums, Contributions, Source Code
twitter.com/bonitasoft
facebook.com/bonitasoftbpm
linkedin.com/groups?gid=3182097
youtube.com/bonitasoft
Thank you, and…
STAY CONNECTED WITH US!