BSI CRM Release 12.9

The Product Development team is making great progress in the evolution of BSI CRM. New innovations will be launched in each quarter of 2013: database independence and modularization, an upgraded Contact Center, updated address logic and new PoS (Point of Sale) and Self-Service modules.

There are many advantages to the customer focus we apply on a daily basis. It enables us to understand our customers and their needs, to have our finger on the pulse of the times and to learn a great deal about today’s challenges. Our task is to translate this technical and process understanding into software. The market experience that we have built up over time confirms that, while our vision for BSI CRM is complex, it is entirely realizable:

“BSI CRM is a comprehensive CRM used at all customer interfaces: Sales, Marketing, Multi-Channel Contact Center, Self-Service and Point of Sale. In addition to client, it's also usable on the Web, smartphone and tablet. It’s well-integrated, easy to operate and at a reasonable cost. The use of open technology (Java/Eclipse) guarantees efficiency, individuality and future security.”

All Release 12.9 modules will be implemented by the end of 2013.

Not only is the core of BSI CRM further developed with every release, but the industry solutions derived from it, such as BSI Insurance, also benefit from minor and major industry-specific adaptations: e.g. the improved household view, the claims view, the external contracts display, an adapted sales controlling and an improved lead process.

The BSI CRM Product Development team is starting the year off with a show of strength: Both releases 12.9.0 and 12.9.1 will be completed by the end of May. This establishes the technical foundation for release capability and extensibility and includes the upgrades in the Contact Center.

Minimizing costs with database independence

The program code is being detached from the data-base to enable the operation of multiple SQL database systems. The new “Hibernate” intermediate layer translates the codes into a language that is understood by multiple databases: e.g. Oracle, DB2, MySQL or SQL Server. With Hibernate, BSI CRM customers can work with open source databases and thereby reduce license and maintenance costs. 

Future-proof through modularization

The application’s comprehensive modularization, based on a “domain model”, offers two essential advantages: improvement of the release-capability and extensibility. Company-specific individual developments are now cleanly based on the standard model components. Industry templates, such as BSI Insurance, are outsourced to plug-ins and expand the standard using the “domain model”.The core of BSI CRM remains “read-only”, hence, untouched. This in turn makes the customer solution release-capable.

Upgrades in the Contact Center

We have rolled out BSI CRM in the contact centers of ten companies over the past five years and more than 6,000 agents throughout Europe now use BSI CRM for customer contact. Much know-how flows back into product development from this work, and hence, release 12.9.1 is totally dedicated to customer service.

The upgrading of the Contact Center module provides improvements in process controlling, a uniform inbound communication, multitenancy for service lines, and new correspondence steps. Added to that are the seamless integration of tickets and business cases as well as many other minor improvements, including more reports on the Dashboard, which are completely configurable for teams and departments by mouse click.

  • Uniform inbound communication: The separation of channel handling and process management enables the handling and visualization of multiple, different customer enquiries from a single communication.
  • Multitenant-capable service lines: Contact center agents can process cus-tomer enquiries for multiple, different lines of business. With multitenancy, the agent has different processes available to him/her depending on the service line chosen, while different SLAs – hence, reaction and processing times – apply.
  • Correspondence steps: The output channel requested by the customer in the inbound communication (“please send me an e-mail”;  “please call me back”), is predefined in the correspondence step. For written communication, BSI CRM also offers a simple text editor for MS Word, which is especially used in the browser solution.

New address logic and more rulebooks

The new address logic of release 12.9.2 will be introduced in the summer of 2013; it will be optimized for international use and the separation of postal and electronic addresses. Additional rulebooks also help with all repetitive tasks, offer more automation, such as the use of business rules, archiving or event-driven marketing – thus, tasks that run in the background, like the calculation of customer values. Additional functions for marketing managers are currently being discussed in the course of product development. You can expect a refurbished Marketing module at the end of 2013.

Outlook: PoS and Self-Service

Integration of the next two touch points to customers will be completed by the end of the year. The POS (Point of Sale) and Self-Service modules are the logical expansion of the multi-channel strategy. Employees at the branches receive intelligent customer information at the point of sale from all other sales and communication channels, and enrich the customer data.

The Self-Service module contains Web-based portals that offer customers an overview of all positions: open orders or complaints, delivery or billing addresses and more. Customer processes intersect, which directly set up a business case in BSI CRM and are then further processed internally.