A better collaborative CRM / BPM from Solastis

CRM and BPM platforms enable your teams to work on a digital platform and manage all the pieces of work in a central place. In many business scenarios, collaboration on work is essential where people from different departments, geographies or even departmental managers need to work together.

Conventional CRM fall short on collaboration features in CRM. Often these stop at defining a case ( or a ticket, deal, opportunity). But businesses often need more features to collaborate effectively.

Solastis collaborative CRM platform has some special features which you will find attractive.

Collaborative CRM should give access to the right people to work on the open cases. This can include the person who is suppose to work on the case, his managers, specialists if any and people from any other department who are supposed to work in it for a specific activity (example person from the finance department to raise invoice).

Mere access to the cases is not enough. The case itself should be able to show in which work stage it is and who is the person responsible in that stage to carry out the activity. This way a collaborative CRM will bring?clarity to the people as to who is suppose to work in it right now.

If the case’s duration is long, then you may need tools to easily retrieve the email communication and store documents and notes on the cases. So subsequently anybody accessing the case in the collaborative CRM will know the status instantly.

In Solastis CRM you can give access to specific cases to many people via access rules. So it is possible for CRM agents, their co-workers and managers to access all these cases. In case needed the managers or more experienced co-workers can intervene and provide guidance on complex cases. For an effective collaborative CRM this feature is essential.

One important feature Solastis CRM offers is the ability to create a step template and assign it to the case types. Then the case flows through these steps sequentially. The steps can be assigned to different users (or user groups) for execution. Once a step is completed, the agent needs to mark it finished and move it to the next stage. The system then based on configuration will find the right person to assign the next step.

This feature is important for collaborative CRM, as you don?t want to assign cases manually all the time. The system should do it automatically for you.

You don?t need to give access to all the cases to all the agents. Confidentiality is important, and people should get access only to the cases they are required to work on. For this, you can implement a flexible departmental structure as per your need using ?organizational unit? and territory as a dimension. Then authorize agents to work on only the cases in a specific org unit or territory. This will ensure that agents do not get to see what they are not supposed to work on.

For effectively using a collaborative CRM / BPM you often need to store documents, images, and notes on the cases so that other agents accessing it will instinctively know what’s going on in that case. In Solastis CRM you can attach documents and write notes as the case progresses.

Reporting module will help you to generate reports of open cases, showing which cases are pending with which agent and how the overall work is progressing. You can also easily identify the cases those are falling behind and needs intervention from a senior staff.