Failing to deliver great customer service over social channels like Twitter can carry big risks. Complaints and questions voiced on social media platforms are highly visible to other customers, and if you fail to acknowledge them your reputation can quickly deteriorate. In this presentation, you will learn how BPM can help merge social media and customer service. You will also learn how to integrate a process driven application into Salesforce Chatter for streamlined business processes, such as Employee Paid Time-off (PTO) Requests.

1. LEVERAGE THE
POWER OF SOCIAL
MEDIA WITH BPM
1
How Can Processes Be Improved With Social
Media Integration?

2. AGENDA
28/05/2013 2
Why leverage BPM and what can
you connect to?
BPM for Customer Service
via Twitter
Employee Time Request
via Salesforce Chatter
Live
Demo!
Live
Demo!

3. 28/05/2013 3
WELCOME: MEET TEAM BONITASOFT

4. HUNDREDS OF PROCESSES
Grant
Allocation/
Calculations
Identity
Management
Integration
Claims
Management
Help Desk
Recruitment/
Employee
Selection
Human
Resources
Onboarding
Automation
Streamlining
Account
Requests
Processes
Scheduling
Automation
Customer
Service/
Care
Procurement
Administration

5. WHAT CAN YOU CONNECT TO?

6. 6
Connecting Bonita
BPM to Salesforce
Chatter and Twitter

7. PROCESS APPLICATIONS
• Paid Time Off (PTO) Request
- A process driven application integrated with
Salesforce Chatter
7
Different paradigms to illustrate social in a BPM context
• Customer Complaint Management
- A BPM Suite allowing support reps to respond
to complaints on Twitter
7
HELP
More
HELP

8. MAKING IT EASIER TO TAKE ACTION
• Paid Time Off (PTO) Request
- Improving the ease of a PTO request using Salesforce
Chatter
- Actors
• Jack – The employee and PTO requestor
• John – Jack’s manager and request approver 1
• James – HR Manager and request approver 2
8
Put the information where the user is looking

9. Live Demo!

10. THE 24/7 CUSTOMER SERVICE CYCLE
• Customer complaint monitoring
- Listening to and efficiently routing customer Tweets
- Actors
• Upset customer 1
• Upset customer 2
• Customer support rep
• Advanced customer support rep
10
Using better process to keep up
HELP

11. Live Demo!

13. YOUR QUESTIONS ANSWERED
28/05/2013 14

14. THANK YOU, AND…
15
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