named a in the Gartner's
Magic Quadrant for
- Low-code platform
According to Newsweek “Of all the depressing statistics about a lifetime of consumer existence, this may be the most distressing: each of us is destined to spend roughly 1.2 years on hold”. I wonder if there is any way to solve this problem. I did a little research into the subject and this is what I came up with. I found 3 possible solutions that can make customer-2-business communication less painful.
FastCustomer, an app for both iPhones and Android phones, delivers an interesting solution. The application contains a list of companies. When you select a company from the list, the app tells you to go about your business while it calls the company for you.
Then, when FastCustomer’s automated phone call reaches a live customer service representative, it tells them, “Please press 1 for your next customer.” Then, assuming the representative presses the button, the app calls you back and links you to the representative.
The second possible solution is offered by Cisco. They have a customer collaboration tool that tracks your social media activity. This information is then passed directly to service people so they can help you in case of a problem. The main point is that you eliminate wasted time on hold trying to reach the service department. All you need to do is just tweet about your problem and the message will be delivered directly to service personnel. You don’t even need the service number, only a mobile phone with a mobile twitter client.
Of course another way to mitigate wait time on hold is improving operator performance. The faster operators work, the less likely you will be put on hold. Our solution here is to implement automated processes in operator’s front-office. Processes can guide the operators through every step that is required to solve a problem, they also make communications transparent to both operator and customer. Furthermore, a single process can be deployed through multiple channels. This mean a process started in one channel can be completed in another.
The best part of it is that these three options don’t compete, but amplify each other! Please, provide your own examples! Remember, that if we get rid of ‘On Hold’ problem we will save billions of years for humanity and substantially reduce the hair greying process!
CEO and Managing Partner Creatio
The last 17 years have been an incredible journey for our team at bpm’online. When we started the company, it was just a handful of young graduates with big dreams, ready to work hard to achieve them.
Over the years, we have experienced lots of ups and downs of growing and running a business. However, there has always been one thing that inspired us: the powerful, unique solutions created on the bpm’online platform by our community of partners and customers, many of whom I am proud to call friends.
Our customers and partners use bpm’online platform and CRM solutions to bring business ideas to life through automation. Solutions that they create reflect unique differentiation of their companies, these solutions are their own creations. It is in the DNA of our customers and partners to generate ideas, create, and to change the status quo. And we’re thrilled to honor and support the creators in each of them!
With that, I am very excited to share the news… Our company has changed its corporate and product names to Creatio!
The new name reflects our strong belief that everyone will become a developer, able to automate ideas and create custom solutions in minutes. We call these solutions “creatios.”
We have rolled out the Creatio renaming on October 30, 2019. I hope you’ll enjoy a recording of an online launch event at creatio.com/new-watch
While our name is changing, the strategy, products, our team and commitment to empowering our users with the best low-code / no-code BPM platform and sophisticated CRM products remain the same. The new name only reinforces our vision of creating a world where any business idea can be automated in minutes.
Please visit our FAQ page for more information on the renaming process. As always, I'd appreciate your feedback and I'm happy to answer any questions.
CEO and Managing Partner