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Solution That Fits Your Business
Lablon BPM + CRM is a critical system to your business—it allows you to deliver a higher level of service, using timely information about your clients. It is a strategic investment that will deliver quick ROI
it will be incredibly difficult to retain a stable client base. the Lablon CRM + BPM software solution. It requires a commitment to delivering outstanding client service. It offers comprehensive. streamline processes across the value chain. PRODUCT/SOLUTIONS: Lablon technologies are formed as an enterprise software company. 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. branded. and providing service to their clients. 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. Two related traits are shared by all business: an imperative to improve competitive differentiation and a high dependency on client relationships. 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. and improve responsiveness to client demands. organizations must build and maintain strong relationships with them to thrive in the marketplace. is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal actions to improve customer satisfaction. your organization will put critical relationships at the core of your organizational strategy in a way that fits your business processes . organizations are looking at strategies for improving customer satisfaction and maximizing the total lifetime value of their clients. increase revenue and reduce costs. manufactures. or a highnet-worth individual. marketing. integrated capabilities that increase insight into operational performance. as well as applications software that help organisations to manage their businesses. to maintaining a lifelong relationship with clients. an institutional investor. Without solid relationships. helping you build relationship capital. The company's integrated BPM (Business Process Management) + CRM (Customer relationship management) suite. and to creating a seamless.Solution That Fits Your Business Businesses are struggling to attract new clients and retain existing ones without placing constant downward pressure on revenue margins. The Company develops. Whether the “client” in question is a business. printing and storing of documents • . and finely tuned client experience that creates competitive differentiation. organizations turning to customer relationship management to become more competitive in selling. As such. It enables your business processes to be clear and transparent plus provides you with an accurate audit trail. distributes and services database and middleware software. markets. a broker-dealer. To support new client-centric business strategies. Such an approach requires realignment toward client-centric organizational goals. processes and information more effectively Facilitate compliance requirements through transparency Eliminate much copying. With discrete industry-tailored BPM +CRM like Lablon BPM + CRM .
Appointment & Calendaring/Schedule Automation Manage appointments between your customers and your staff with integration to your preferred calendar system and integrate with workforce management systems to support allocation of mobile or field workers. customer service and integrated data so that business users can easily make use of their data and make better decisions right away. with an integrated system that not only tracks communications. users with skill and role based routing and reassignment. track their progress through sales stages. exactly when it’s needed. so that you and your colleagues can see every interaction with that organisation. help desk or support staff. Customer Service / Help Desk Empower your customer service. Electronic recording of each service request. locations. files. monitor and manage your customer quality-of-service goals Workflow Automation Provides the ability to define customised processes and escalation points. The Web Capture Tool fully integrated into an exiting web site through a dynamically generated web services Attach Documents & Notes Documents. Tasks Management Dynamic. concurrent review of same case file by multiple departments and notification capability ensures cases are prioritized and followed up Email & SMS Management Seamless integration with e-mail. incident or interaction with a citizen/customer. Employee & Work Management Multi-process. business defined filing system which groups together related work items and allows scheduling of follow up activities. Campaign Automation Drive multi-channel outbound customer communications by uploading customer data and attaching promotional campaigns to worklists for users to complete. Very helpful managing large number of SMS. deployment. Case Management Record Every Activity/Communication Histories Record every email. telephone call. but provides the comprehensive overview needed to improve customer satisfaction. according to the way that your business works. Product/Services Management Helps you provide the right part. support request and meeting as an Activity for that Account. or selected by. . levels and quantities are defined. Lead management and Automation Assign Leads to sales people or sales teams. Dashboard Analytics LABLON BPM + CRM allows the creation of unlimited customized graphical dashboards that can include activity. manage and view customer or partner contracts. All incoming and sent emails are automatically linked to the appropriate record for easy tracking. more thorough information management. notes. Close more business by tracking and managing opportunities in the CRM system. real time reporting of the number and type of cases managed by different departments. It extends graphical process design into a full lifecycle BPM productivity tool for the modeling. and recycle them back into marketing if they don’t close. which most business users are already familiar. simulation. multi-channel alerts and escalation paths. and other important information can be attached to any records . and at the right cost. multi-channel and multi-brand work interface which allows offline work items to be pushed to. E-Form LABLON BPM + CRM provide the capability to link to the organisation’s existing e-forms solution or an integrated eforms solution can be customised where necessary. marketing. User friendly GUI and simple setup. analysis and improvement of process models in an environment with. Opportunities Management and Automation Ensure no opportunity or relationship slips through the cracks by performing better. and these details can be changed at any time. Enables you to measure. Contracts Management LABLON CRM lets you create. sales.What do Lablon CRM + BPM provide? Multiple Contact/Account Management Keeps all your customers and prospects in a simple two-tier data structure: Accounts (companies and organisations) and Contacts (people who work there) Business Process Designer/Automation This is a graphical design based tool that allows you to create a graphical representation of the business process by simply draging and droping of workflow items. The workflow system is designed to allow business areas to automate specific business policies and procedures so as to improve the customer contact and service delivery processes. The products. Easily search Accounts and Contacts.
FAQs. Fully integrated with Microsoft® Office. LABLON BPM + CRM makes it easy to record and store all client interaction and related documentation directly within the client profile. allows the addition of new objects. search. It is extensively customizable. Knowledge Base management The module can be pretty much anything you want it to be. procedures and more.Microsoft Outlook Integration Leverage technology to ease compliance pressures and ensure ethical practices. Use it to share knowledge with others. and supports objects with configurable relationship-specific data . Create Custom Fields LABLON BPM + CRM caters for all level of diversity and complexity through an extensible object data model (see Figure 1) that supports multiple object types. business processes. creating a valuable audit trail. rate and print company documents. Whether your staffs are in one physical location or one hundred. LABLON BPM + CRM makes it easy for them to share. APIs and any other type of information you need to manage. white papers. enables any object to be related to any other object. user manuals. online help. Articles.
contributed to our overall sales performance. monitor.“We have definitely benefited from the new system. accurately track. It has given us a far stronger ability to Not only does it give us a big picture view. ” . but it also enables us to drill down into specifics and has. without doubt. and manage sales and marketing activities.
But here’s how I look at it: our BPM +CRM system is really the nerve center of our customerfacing business. Telephone support – option available with the minimum response time provided as part of the basic support agreement. There’s no question in our minds that it is successful. First. 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. . LABLON BPM + CRM are therefore an expandable system – capacity and functionality and supportable system – both from application and hardware perspective. and end user training options is available. There is an automatic delivery of future upgrades and product enhancements available unless indicated otherwise by a client. Post-implementation support options including: On-site support tailored to reflect individual customer requirements. second.“You hear a lot of talk about ROI and determining the value of CRM. technical. workflow. and business processes. and third-line 24 x 7 help desk support is provided through the LABLON BPM + CRM Customer Support Centre and there is also a self service option.” 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.
calendar information and other modular tools available . The main risks during implementation arise from the lack of preparation and limited understanding of existing workflows and business processes. As you will see. audit trail. document creation. record cross-referencing. task management.Find out more about Lablon CRM + BPM For more information about Lablon Business Process Management please contact the programme manager for a fast. tailored response on +234 803 720 9903 or +44 776 987 2614 or +44 750 231 0286 or +44 755 285 6355 Email info@lablontechnologies. logging and recording. SELECTED SOLUTION OVERVIEW LABLON BPM + CRM standard features such as data capture.com . automate procedural response and reporting are enhanced by an enriched data environment. plus lack of foresight into what is required as the end result.com or lablon_uk@executivereach. Here are a few handy screenshots from the LABLON BPM + CRM system. it’s pretty simple and straightforward to use. A typical LABLON BPM + CRM User home page showing outstanding tasks. new tasks assigned. as well as automation and coordination features for managing volumes of people and information. contact logging.
LABLON BPM + CRM's has absolutely no restrictions on how you use it. Search through hundreds or thousands of documents and narrow down your search results in seconds as LABLON BPM + CRM advanced search engine crawls through your document management database for documents matching those keywords . of any size you want and have it instantly accessible to all users with the proper access controls utilizing the LABLON BPM + CRM system. With No Limits . You can attach as many keywords as you want for every document that's uploaded.Document Management: Fully Functional Document Storage.Get a top down view over all the files your employees are storing in LABLON BPM + CRM's. When we say on demand Web based Document Management. we really mean it! Customers can upload & store documents securely. Document can be accessed from anywhere. companies can capture. Move files from folder to folder All users with proper access permissions will have instant access to any document that's uploaded into LABLON BPM + CRM' as soon as you put it there. review. Can maintain multiple versions of files Knowledge Base Management/search engine . make comments attached to each document and more. Upload any file type.As part of LABLON BPM + CRM's Customer Service and Support solutions. Easy Find – LABLON BPM + CRM's knowledge based document management system is easy. Customizable Document Folder Structure . Managerial View of Document Storage . approve and access information about solutions to existing and past incidents to reduce the time it takes to close cases Easy Search. Make sure they're uploading necessary documents.Create folder and store files in them however you'd like. allowing your employees to locate any document type with ease. Add and delete folders with ease.
assignment and reassignment. data record conversion. Intelligent Workflow Management Tools – LABLON BPM + CRM is completely A standardise business processes and minimizes administrative overheads with complete CRM & BPM workflow automation platform . creation. on time and minimize human error involved in manual work. and even change whether a record is private or public. No matter what the data or record type. they ensure that every task within an organization's business processes is performed by the right people. you can easily create automated alerts and notifications. duplication. LABLON BPM + CRM workflow management module automate the lifecycle of an organization's business processes from capture. Furthermore.Knowledge Base management/search engine window customisable. both in the form of email and task creation if needed. and review and approval. You can set unlimited amounts of options and rules that work for your business.
Making a new appointment window Task Scheduling – The activities associated with scheduling upcoming events. or the addition of new products or services.A standardise business processes and minimizes administrative overheads with complete CRM & BPM workflow automation platform Automated Response System . Based on fully customizable rules. the system can respond to any inquiry sent. in conjunction with the Institution’s business rules. including responses to correspondence. provides measurable objectives by which analysts assess case progress and management assess performance .LABLON BPM + CRM's Automated Response System creates the communication foundation that you need to maximize productivity in your organisation. calendaring of agency and site visits. It can also send out automatic alerts to other processes in your organisation – like the closure of a customer support case. Scheduling activities. either by email or web-form. and monitoring staff’s adherence to schedules.
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 .A typical event or tasks scheduling window E-FORM/Web Capture . and automatically assigned to a user of your choice. Electronic Form Data Processing . Your business and customers will benefit from streamlined workflow processes and increased productivity which LABLON BPM + CRM offers. Your client sends request/ inquiries by completing the online forms from your website and the newly sent request/ inquiry will automatically entered into the system.This allows you to create and capture all the data you need for each of your business process.Forms moves from one state to another state dynamically. The Web Capture Tool fully integrated into an exiting web site through a dynamically generated web services. Progress of the request/ inquiry can also be monitored by the client through the same mechanism.
segment your small business Service & Support teams into even further categories based on specialization. they can stay productive and solve customer inquiries faster than you or your customers could have imagined! Email Alerts set to a user on a new solution creation Workforce management/case user groups . Or.We know that your small business Service & Support teams can have varying amount of employees. and LABLON BPM + CRM is here to accommodate it! Workforce management/case user groups form . As long as their email is nearby.Automatic email alerts every time a new case is assigned to them will help your Service & Support teams stay on top of the queue. there needs to be a convenient way to share Case information between all of those agents. They no longer have to even be logged into LABLON BPM + CRM to find out if a support query has come in. and then have each agent log in and pick from the queue in the order they entered the system.Email Alerts on New Case Creation . From a single employee up to hundreds or even thousands. That's why we've implemented Case Groups. the first in a series of user group enhancements we have planned for LABLON BPM + CRM. The choice is yours. Assign your cases to the entire team.
allowing for increased efficiency and no more wasted time! Complaint management/Incident/Case Tracking Case Escalation System - Another view of the Complaint management/incident/case tracking tool Payment Method Information . giving all your employees more collaboration tools. you’ll enjoy .Easily store and reference all of your customers' payment and transaction's information within the LABLON BPM + CRM system. payment types.Easily escalate your organisation service & support cases through LABLON BPM + CRM easy to understand online web based CRM software interface. information is always secure. Now coupled with email Notification. Easily keep all your employees – even intra-office ones – all on the same page. the agent can simply re-assign the case to the appropriate user or group of users. Payment Monitoring/Invoicing processing tool completely user-friendly shared calendar program. Credit card information. 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. the escalated case owner will have instant email notification. dates and amounts. Internal News Board for your employees . When a Technical Support case enters the queue and it needs to be escalated to a second level.With LABLON BPM + CRM.
News boards upload/setup window. biggest. The dashboard gives you a graphical representation of your service data User Administration . Organisation can run real time productivity reports. user administration means administration of privileges. Reporting & Analytics . follow opportunities in the pipeline.The user management functions are the core of the security management of the LABLON BPM + CRM system. .The report designer allows you to select the data you want to see in a report and to modify their representation. detect neglected leads. Essentially.The reporting and analysis feature of LABLON BPM + CRM software is practically limitless. Few users in small enterprises have few requirements for privilege administration. Business Intelligence. Customisable dashboard window . From the organisation point of view. smallest customer. and run reports frequently to analyze specific areas of your organisation. and determine their best. It allows you to take control of day-to-day issues. etc. the use of privileges depends on the number of users and the company structure. They control the access to the system based on the users’ privileges.
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 .
enables any object to be related to any other object. roles and permissions are assigned.art security management which utilizes the concepts of roles. Role based security (also called role based access control) is built on the premise that users are authenticated. allows the addition of new objects. Once identified. which is the process of identifying the user. Role Based Security . similar to the implementation of security in many current computer operating systems. and supports objects with configurable relationship-specific data Ability to define search fields .LABLON BPM + CRM system operates on the basis of a state-of-the- Create Custom Fields LABLON BPM + CRM caters for all level of diversity and complexity through an extensible object data model that supports multiple object types.
Seamless integration with e-mail. All incoming and sent emails are automatically linked to the appropriate record for easy tracking. Email SMS Management . - .Custom data validation rules can be created for any module.