Marg Service Creatio

PROS & CONS

What are the best aspects of this product?

Our ultimate goal as a company is to serve our customers to the best of our abilities. BPM Online allows us to answer queries, fix disputes, and accommodate special requests using a centralized platform. This way, it would be easier to track the call history, check multiple accounts, and make recommendations. I can say that this platform has exceeded our expectations since we were able to resolve 90% of customer issues on their first call.

What aspects are problematic or could work better?

We had to adjust when it comes to transitioning from one software to BPM online. Most of us are not familiar with macro signatures, so we had to study and learn more about it. We are thankful that the team behind BPM gave us their all-out support to ensure that everyone in the company will be comfortable and knowledgeable with the tool.

What specific problems in your company were solved by this product?

The customer does not have to wait too long in the queue for someone to answer their call. BPM online can route calls to the concerned department with the help of an IVR system. Also, there is no need for our clients to call us back to follow up on a specific concern because the system notifies us of any outstanding issues right away.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Our ultimate goal as a company is to serve our customers to the best of our abilities. BPM Online allows us to answer queries, fix disputes, and accommodate special requests using a centralized platform. This way, it would be easier to track the call history, check multiple accounts, and make recommendations. I can say that this platform has exceeded our expectations since we were able to resolve 90% of customer issues on their first call.

What aspects are problematic or could work better?

We had to adjust when it comes to transitioning from one software to BPM online. Most of us are not familiar with macro signatures, so we had to study and learn more about it. We are thankful that the team behind BPM gave us their all-out support to ensure that everyone in the company will be comfortable and knowledgeable with the tool.

What specific problems in your company were solved by this product?

The customer does not have to wait too long in the queue for someone to answer their call. BPM online can route calls to the concerned department with the help of an IVR system. Also, there is no need for our clients to call us back to follow up on a specific concern because the system notifies us of any outstanding issues right away.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

A few years ago, we started the company without any metrics on hand. So there is no way for us to determine our overall performance. One of our challenges was customer satisfaction because we were getting numerous callbacks and complaints about the same issues repeatedly. We figured out that we have to do something drastic to prevent our customers from switching to another provider. So we decided to take the leap and try out what BPM Online has to offer. I am happy that this platform provided us with a set of metrics and reliable reporting that could help us quantify our employee's performance. We now have visibility on the number of open tickets that they get to resolve daily, and the same goes for those unresolved issues.

What aspects are problematic or could work better?

Currently, the is working well on our end. A lot of people are happy, including our external clients.

What specific problems in your company were solved by this product?

One of the best things that BPM Online has to offer to companies is it helps simplifies the processes of both escalation and resolution. Most of our cases have a turn around time of 24 hours, and we are happy that our team is capable of closing them off before the end of the day. We get to receive notifications if something urgent comes up to ensure that everything is covered on our end. Thanks to the system's high-end analytical features, which helps us achieve our goals of providing excellent customer service.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

One of the reasons we started using this particular CRM product is addressing multiple issues with our clients. Many pending requests are piling up, and clients keep calling us to make follow-ups. I like best about Service Creatio because it helps us organize our workload so that we get to cater to all complaints in a structured manner. Using one platform makes it easier to communicate with other departments, thus providing faster resolution to all issues.

What aspects are problematic or could work better?

Before using this platform, we were using another CRM. It took us a while to transfer all of our data into the new system. Aside from that, everything else went as smoothly as expected.

What specific problems in your company were solved by this product?

Before we decided to shift to BPM online, our company has a unique way of processing internal and external requests using two different platforms. Both are costly, and they have different processes so that things can get complicated, and work starts to pile up. With BPM, it is now possible for us to consolidate all requests into one system, making it easier to resolve issues so that everyone gets to be satisfied.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

One of the reasons we started using this particular CRM product is addressing multiple issues with our clients. Many pending requests are piling up, and clients keep calling us to make follow-ups. I like best about Service Creatio because it helps us organize our workload so that we get to cater to all complaints in a structured manner. Using one platform makes it easier to communicate with other departments, thus providing faster resolution to all issues.

What aspects are problematic or could work better?

Before using this platform, we were using another CRM. It took us a while to transfer all of our data into the new system. Aside from that, everything else went as smoothly as expected.

What specific problems in your company were solved by this product?

Before we decided to shift to BPM online, our company has a unique way of processing internal and external requests using two different platforms. Both are costly, and they have different processes so that things can get complicated, and work starts to pile up. With BPM, it is now possible for us to consolidate all requests into one system, making it easier to resolve issues so that everyone gets to be satisfied.

Are you a current user of this product?

Yes