bpm + crm - brochure

8/3/2019 Bpm + Crm - Brochure

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LABLON TECHNOLOGIES LIMITED

BPM+CRM Solution

Solution That Fits Your Business

Lablon BPM + CRM is a critical system to your business—it allowsyou to deliver a higher level of service, using timely information aboutyour clients. It is a strategic investment that will deliver quick ROI



Solution That Fits Your Business

Businesses are struggling to attract new clients and retain existing ones without placing constantdownward pressure on revenue margins. Forward-thinking organizations are looking to strategic

technologies such as Business Process Management (BPM) and customer relationship

management (CRM) to help them differentiate their offerings and realize the business efficiencies

required to continue to grow revenues in a competitive commodity market.

PRODUCT/SOLUTIONS: Lablon technologies are formedas an enterprise software company. The Companydevelops, manufactures, markets, distributes and servicesdatabase and middleware software, as well as applicationssoftware that help organisations to manage theirbusinesses.

The company's integrated BPM (Business ProcessManagement) + CRM (Customer relationship management)suite, the Lablon CRM + BPM software solution, is driven byreal-time intelligence to enable global businesses to betterunderstand their customers and take the optimal actions toimprove customer satisfaction, increase revenue and reducecosts.

Two related traits are shared by all business: an

imperative to improve competitive differentiation

and a high dependency on client relationships.

Whether the “client” in question is a business, an

institutional investor, a broker-dealer, or a high-

net-worth individual, organizations must build and

maintain strong relationships with them to thrive inthe marketplace. Without solid relationships, it will

be incredibly difficult to retain a stable client base.

As such, organizations are looking at strategies for

improving customer satisfaction and maximizing

the total lifetime value of their clients. Such an

approach requires realignment toward client-centric

organizational goals. It requires a commitment to

delivering outstanding client service, to maintaining

a lifelong relationship with clients, and to creating a

seamless, branded, and finely tuned client

experience that creates competitive differentiation.

To support new client-centric business strategies,organizations turning to customer relationship management

to become more competitive in selling, marketing, and

providing service to their clients. With

discrete industry-tailored BPM +CRM like Lablon BPM

+ CRM , your organization will put critical relationships

at the core of your organizational strategy in a way that

fits your business processes . It offers comprehensive,

integrated capabilities that increase insight into

operational performance, streamline processes across

the value chain, and improve responsiveness to client

demands, helping you build relationship capital.

What is Lablon CRM + BPM?

Lablon CRM +BPM enables businesses to implement

process-based applications and integrations that power

end-to-end business operations and respond to market

changes at the business level using reusable functions.

It enables your business processes to be clear and

transparent plus provides you with an accurate audit trail.

Lablon Business Process Management will help you:

• Eliminate the waste associated with manual

mainly paper based processes

• Reduce operational costs

• Increase efficiency and customer service

• Connect staff, processes and information more

effectively

• Facilitate compliance requirements through

transparency

• Eliminate much copying, printing and storing of

documents



What do Lablon CRM + BPM provide?

Multiple Contact/Account ManagementKeeps all your customers and prospects in a simple two-tierdata structure: Accounts (companies and organisations) andContacts (people who work there)

Campaign AutomationDrive multi-channel outbound customer communications byuploading customer data and attaching promotionalcampaigns to worklists for users to complete.

Tasks ManagementDynamic, business defined filing system which groupstogether related work items and allows scheduling of followup activities, multi-channel alerts and escalation paths.

Customer Service / Help DeskEmpower your customer service, help desk or support staff,

with an integrated system that not only tracks

communications, but provides the comprehensive overview

needed to improve customer satisfaction.

Record Every Activity/Communication HistoriesRecord every email, telephone call, support request andmeeting as an Activity for that Account, so that you and yourcolleagues can see every interaction with that organisation.Easily search Accounts and Contacts.

Email & SMS ManagementSeamless integration with e-mail. All incoming and sent

emails are automatically linked to the appropriate record foreasy tracking. User friendly GUI and simple setup. Veryhelpful managing large number of SMS.

Workflow AutomationProvides the ability to define customised processes andescalation points, according to the way that your businessworks. The workflow system is designed to allow businessareas to automate specific business policies and proceduresso as to improve the customer contact and service delivery

processes..

Appointment & Calendaring/Schedule AutomationManage appointments between your customers and your

staff with integration to your preferred calendar system andintegrate with workforce management systems to supportallocation of mobile or field workers.

E-FormLABLON BPM + CRM provide the capability to link to theorganisation’s existing e-forms solution or an integrated e-forms solution can be customised where necessary. TheWeb Capture Tool fully integrated into an exiting web sitethrough a dynamically generated web services

Business Process Designer/Automation This is a graphical design based tool that allows you tocreate a graphical representation of the business process bysimply draging and droping of workflow items. It extendsgraphical process design into a full lifecycle BPMproductivity tool for the modeling, simulation, deployment,analysis and improvement of process models in anenvironment with, which most business users are alreadyfamiliar.

Opportunities Management and Automation

Ensure no opportunity or relationship slips through thecracks by performing better, more thorough informationmanagement. Close more business by tracking andmanaging opportunities in the CRM system.

Lead management and AutomationAssign Leads to sales people or sales teams, track theirprogress through sales stages, and recycle them back intomarketing if they don’t close.

Case ManagementElectronic recording of each service request, incident orinteraction with a citizen/customer; real time reporting of thenumber and type of cases managed by differentdepartments; concurrent review of same case file by multipledepartments and notification capability ensures cases areprioritized and followed up

Contracts ManagementLABLON CRM lets you create, manage and view customeror partner contracts. Enables you to measure, monitor andmanage your customer quality-of-service goals

Employee & Work ManagementMulti-process, multi-channel and multi-brand work interfacewhich allows offline work items to be pushed to, or selectedby, users with skill and role based routing and reassignment.

Product/Services ManagementHelps you provide the right part, exactly when it’s needed,and at the right cost. The products, locations, levels andquantities are defined, and these details can be changed at

any time.

Dashboard AnalyticsLABLON BPM + CRM allows the creation of unlimitedcustomized graphical dashboards that can include activity,sales, marketing, customer service and integrated data sothat business users can easily make use of their data andmake better decisions right away.

Attach Documents & NotesDocuments, files, notes, and other important information canbe attached to any records



Microsoft Outlook IntegrationLeverage technology to ease compliance pressures andensure ethical practices. Fully integrated with Microsoft® Office, LABLON BPM + CRM makes it easy to record andstore all client interaction and related documentation directlywithin the client profile, creating a valuable audit trail.

Create Custom FieldsLABLON BPM + CRM caters for all level of diversity andcomplexity through an extensible object data model (seeFigure 1) that supports multiple object types, allows theaddition of new objects, enables any object to be related toany other object, and supports objects with configurablerelationship-specific data

Knowledge Base managementThe module can be pretty much anything you want it to be.Use it to share knowledge with others. Articles, whitepapers, user manuals, business processes, FAQs, online

help, APIs and any other type of information you need tomanage. It is extensively customizable.Whether your staffs are in one physical location or onehundred, LABLON BPM + CRM makes it easy for them toshare, search, rate and print company documents,procedures and more.



“We have definitely benefited from the new system. It has given us a far stronger ability toaccurately track, monitor, and manage sales and marketing activities.

Not only does it give us a big picture view, but it also enables us to drill down into specifics and has,

without doubt, contributed to our overall sales performance.”



“You hear a lot of talk about ROI and determining the value of CRM. There’s no question in our minds that it

is successful. But here’s how I look at it: our BPM +CRM system is really the nerve center of our customer-

facing business, and you can see for yourself that our numbers exceed those in our industry… Lablon BPM

+ CRM is the cornerstone to the success of our CRM strategy.”

Benefits and features

• Automate business processes reducing time needed and number of

process steps

• Integrate with other in-house systems

• Standard web client

• Graphically defined processes

• Identify process bottlenecks

• Low total cost of deployment

• Reduction in error cycles

• Automation of administrative tasks

ON-GOING SUPPORT & MAINTENANCE

A range of skills transfer, technical, and end user training options is available. Post-implementation supportoptions including: On-site support tailored to reflect individual customer requirements, workflow, and businessprocesses. First, second, and third-line 24 x 7 help desk support is provided through the LABLON BPM + CRMCustomer Support Centre and there is also a self service option. Telephone support – option available with theminimum response time provided as part of the basic support agreement. There is an automatic delivery of futureupgrades and product enhancements available unless indicated otherwise by a client.

LABLON BPM + CRM are therefore an expandable system – capacity and functionality and supportable system – both from application and hardware perspective.



Find out more about Lablon CRM + BPM

For more information about Lablon Business Process Management please contact the programme manager for afast, tailored response on

+234 803 720 9903 or +44 776 987 2614 or +44 750 231 0286 or +44 755 285 6355

Email [email protected] or [email protected]

.

SELECTED SOLUTION OVERVIEW

LABLON BPM + CRM standard features such as data capture, document creation, contact logging,task management, logging and recording, audit trail, automate procedural response and reporting areenhanced by an enriched data environment, record cross-referencing, as well as automation andcoordination features for managing volumes of people and information.

The main risks during implementation arise from the lack of preparation and limited understanding of existing workflows and business processes, plus lack of foresight into what is required as the endresult.

Here are a few handy screenshots from the LABLON BPM + CRM system. As you will see, it’s pretty

simple and straightforward to use.

A typical LABLON BPM + CRM User home page showing outstanding tasks, new tasks assigned,calendar information and other modular tools available



Document Management: Fully Functional Document Storage, With No Limits - LABLONBPM + CRM's has absolutely no restrictions on how you use it. Upload any file type, of any size you want and have it instantly accessible to all users with the proper access controls utilizing the LABLONBPM + CRM system. Managerial View of Document Storage - Get a top down view over all the filesyour employees are storing in LABLON BPM + CRM's. Make sure they're uploading necessary

documents; make comments attached to each document and more. Customizable Document FolderStructure - Create folder and store files in them however you'd like. Add and delete folders with ease.Move files from folder to folder

All users with proper access permissions will have instant access to any document that's uploaded intoLABLON BPM + CRM' as soon as you put it there. When we say on demand Web based DocumentManagement, we really mean it!

Customers can upload & store documents securely. Document can be accessed from anywhere. Canmaintain multiple versions of files

Knowledge Base Management/search engine - As part of LABLON BPM + CRM'sCustomer Service and Support solutions, companies can capture, review, approve and accessinformation about solutions to existing and past incidents to reduce the time it takes to close cases

Easy Search, Easy Find – LABLON BPM + CRM's knowledge based document management systemis easy. You can attach as many keywords as you want for every document that's uploaded, allowing your employees to locate any document type with ease. Search through hundreds or thousands of documents and narrow down your search results in seconds as LABLON BPM + CRM advancedsearch engine crawls through your document management database for documents matching thosekeywords



Knowledge Base management/search engine window

Intelligent Workflow Management Tools – LABLON BPM + CRM is completely customisable. You can set unlimited amounts of options and rules that work for your business. Nomatter what the data or record type, you can easily create automated alerts and notifications, both inthe form of email and task creation if needed, data record conversion, duplication, assignment and re-assignment, and even change whether a record is private or public.

LABLON BPM + CRM workflow management module automate the lifecycle of an organization'sbusiness processes from capture, creation, and review and approval. Furthermore, they ensure thatevery task within an organization's business processes is performed by the right people, on time and

minimize human error involved in manual work.

A standardise business processes and minimizes administrative overheads with complete CRM &BPM workflow automation platform



A standardise business processes and minimizes administrative overheads with complete CRM &BPM workflow automation platform

Automated Response System - LABLON BPM + CRM's Automated Response System

creates the communication foundation that you need to maximize productivity in your

organisation. Based on fully customizable rules, the system can respond to any inquiry sent, either

by email or web-form. It can also send out automatic alerts to other processes in your organisation

– like the closure of a customer support case, or the addition of new products or services.

Making a new appointment window

Task Scheduling – The activities associated with scheduling upcoming events, including responsesto correspondence, calendaring of agency and site visits, and monitoring staff’s adherence toschedules. Scheduling activities, in conjunction with the Institution’s business rules, providesmeasurable objectives by which analysts assess case progress and management assess performance



A typical event or tasks scheduling window

E-FORM/Web Capture - This allows you to create and capture all the data you need for each of your business process. The Web Capture Tool fully integrated into an exiting web site through a dynamically generated web services. Your client sends request/ inquiries by completing the online forms from your websiteand the newly sent request/ inquiry will automatically entered into the system, and automatically assigned to auser of your choice. Progress of the request/ inquiry can also be monitored by the client through the samemechanism. Your business and customers will benefit from streamlined workflow processes and increasedproductivity which LABLON BPM + CRM offers.

Electronic Form Data Processing - Forms moves from one state to another state

dynamically. Forms moves from organization to organization or department to department by it

finding the path to travel which is configured in the LABLON BPM + CRM

Typical electronic form processing client information



Email Alerts on New Case Creation - Automatic email alerts every time a new case isassigned to them will help your Service & Support teams stay on top of the queue. They no longerhave to even be logged into LABLON BPM + CRM to find out if a support query has come in. Aslong as their email is nearby, they can stay productive and solve customer inquiries faster than you oryour customers could have imagined!

Email Alerts set to a user on a new solution creation

Workforce management/case user groups - We know that your small business Service &Support teams can have varying amount of employees. From a single employee up to hundreds oreven thousands, there needs to be a convenient way to share Case information between all of thoseagents. That's why we've implemented Case Groups, the first in a series of user group enhancements we have planned for LABLON BPM + CRM. Assign your cases to the entire team, and then have

each agent log in and pick from the queue in the order they entered the system. Or, segment yoursmall business Service & Support teams into even further categories based on specialization. Thechoice is yours, and LABLON BPM + CRM is here to accommodate it!

Workforce management/case user groups form



Complaint management/Incident/Case Tracking Case Escalation System - Easily escalate your organisation service & support cases through LABLON BPM + CRM easy tounderstand online web based CRM software interface. When a Technical Support case enters thequeue and it needs to be escalated to a second level, the agent can simply re-assign the case to the

appropriate user or group of users. Now coupled with email Notification, the escalated case owner willhave instant email notification, allowing for increased efficiency and no more wasted time!

Another view of the Complaint management/incident/case tracking tool

Payment Method Information - Easily store and reference all of your customers' payment andtransaction's information within the LABLON BPM + CRM system. Credit card information,payment types, dates and amounts; you'll find there's more than enough room for all the necessary data to help make your sales thrive and with our secure payment system, information is always secure.

Payment Monitoring/Invoicing processing tool

Internal News Board for your employees - With LABLON BPM + CRM, you’ll enjoy completely user-friendly shared calendar program, giving all your employees more collaboration tools.

Easily keep all your employees – even intra-office ones – all on the same page.



News boards upload/setup window.

Business Intelligence, Reporting & Analytics - The reporting and analysis feature of LABLON BPM + CRM software is practically limitless. It allows you to take control of day-to-day issues, and run reports frequently to analyze specific areas of your organisation.Organisation can run real time productivity reports, detect neglected leads, follow opportunities in thepipeline, and determine their best, biggest, smallest customer, etc.

Customisable dashboard window - The report designer allows you to select the data you wantto see in a report and to modify their representation. The dashboard gives you a graphicalrepresentation of your service data

User Administration - The user management functions are the core of the security

management of the LABLON BPM + CRM system. They control the access to the system based onthe users’ privileges. From the organisation point of view, user administration means administration of privileges. Essentially, the use of privileges depends on the number of users and the company structure. Few users in small enterprises have few requirements for privilege administration.



Concepts of roles and user setup window. Each user created in the system must be associated with a role. A role must be associated with at least one profile

The LABLON BPM + CRM system offers a privilege system that is

based on the following simple looking rules:

• Who can see certain data?

• Who can change certain data?

• Who can delete certain data?

• Who can create certain data?

Change password window



Role Based Security - LABLON BPM + CRM system operates on the basis of a state-of-the-

art security management which utilizes the concepts of roles, similar to the implementation of security in many current computer operating systems. Role based security (also called role based accesscontrol) is built on the premise that users are authenticated, which is the process of identifying theuser. Once identified, roles and permissions are assigned.

Create Custom Fields

LABLON BPM + CRM caters for all level of diversity and complexity through an extensible objectdata model that supports multiple object types, allows the addition of new objects, enables any objectto be related to any other object, and supports objects with configurable relationship-specific data

Ability to define search fields



Custom data validation rules can be created for any module.

Email SMS Management - Seamless integration with e-mail. All incoming and sent emails

are automatically linked to the appropriate record for easy tracking.-