home · Initiation · CRM and document management in one program. Company business processes: ECM, CRM, BPM - what's the difference? Products with implemented processes and BPM

CRM and document management in one program. Company business processes: ECM, CRM, BPM - what's the difference? Products with implemented processes and BPM

A lead in Bitrix24 is any lead or connection with a possible client. A lead can become a contact, a company, or a deal - it depends on your sales scenario.

What is conversion? Conversion is the transformation of a lead into other CRM elements.

How it works?

During the work process, the lead goes through certain stages. To complete processing you need to select the result:

  • Low quality lead- if the lead does not become your client, this also happens :)
  • Quality lead- now this is no longer a lead, but a potential client. In this case, you create a contact, company or deal based on the lead.

The most convenient way to convert a lead is the status bar.

Simply click on the final stage and select the result. If the lead is high-quality, indicate what elements need to be created.


You can choose any combination - for example, create only a contact. Or a company and a deal. Or all three elements - contact, company and deal.

How are new elements created?

Let's say we choose to convert a quality lead into a contact, company and deal.

First you need to choose the direction for a new transaction


After this, the deal card will open. Please note that the contact and company have already been created and are automatically linked to the deal.


This scenario works if the lead contains all the necessary information to create a contact and company. If there is not enough data, you will be asked to fill in the information manually.

For example, you have a required field for companies - TIN. If this information is not in the lead, you will be taken to the company creation page asking you to fill out a required field.


And only after the contact and company have been successfully created, you will proceed to the transaction.

If you have created custom fields for leads, then Bitrix24 will offer to transfer them to other elements.


If the lead has a field with the type List, then after conversion any changes to the elements of this list in the lead will be reflected in the deal/contact/company.

After conversion, a record of the created elements will appear in the lead card.

Today, numerous companies are striving to constantly optimize their activities by introducing all kinds of automation systems, thanks to which additional functions are available to them that allow them to do their work much more quickly and achieve the best results.

And therefore, it is not surprising that today there is a great demand for the implementation of various CRM systems designed to increase the convenience of working with each of the company’s clients, which in turn leads to an increase in all the company’s main indicators.

The operating principle of the CRM system is based on the highest importance of each client, since the future development of the company directly depends on the clients. Such a system can be trusted to solve problems such as:

  • Firm resource management.
  • Carrying out financial accounting.
  • Document management.

Thus, on the basis of the CRM system, it is possible to implement electronic document management, which is very effective, since such a system allows you to get rid of the need to manually work with a bunch of papers. Let's look at its advantages in more detail.

What are the benefits of electronic document management for a company?

Modern CRM systems provide all the necessary tools designed to manage both internal and external document flow of an organization of any size. These tools provide tools for automatically generating all necessary documents using templates, quickly searching for all necessary documents in the system, preparing various printed forms of documents, creating an electronic storage for all company documents, and, of course, much more.

This variety of functions explains the fact that such systems are now being implemented by all successfully developing large companies.

Using a CRM system, you can also organize the collective work of employees with documents, and its main advantage is the ability to flexibly differentiate access rights, so you don’t have to worry about confidential information getting to the wrong place.

With CRM systems, you can organize electronic approval, as well as implement accounting of the relationships between all documents. And, of course, such a system can save a lot of time for your employees.

How the implementation of document flow using a CRM system will optimize the work process

An electronic document management system is essentially a list of software functions necessary for working with electronic documents. And thanks to a unified information exchange system and the introduction of document flow through CRM systems, it is possible to establish a paperless workflow.

This significantly reduces the time required for an employee to search for the required document. But this is not all the advantages of the program, which also include:

  • Quickly search for necessary documents in a single database.
  • Reducing the time required for employees to fill out documents.
  • Complete elimination of the possibility of duplicating papers.
  • Thanks to the built-in spell checking system, errors are completely eliminated.
  • Increased speed of paper correction.

Of course, the introduction of such innovations can significantly improve the company’s workflow. However, you should not immediately expect an immediate improvement in all indicators after electronic document management is introduced. The fact is that employees will need some time to get used to such innovations. But literally after a few months, the organization’s performance indicators will increase significantly, which means that the implementation of such systems is work for the future.

Choosing a CRM and electronic document management integrator company

Today there are many organizations involved in the implementation of CRM systems that provide the possibility of introducing electronic document management. But for the most part, they offer template products prepared earlier, often using outdated software.

We take a slightly different approach - personal configuration of IT platforms that meet the most modern market requirements, becoming an integral part of the organizational culture of the enterprise. This is how powerful and convenient systems appear and are deeply integrated into the work process, which can become an excellent platform for implementing electronic document management in an enterprise of any size. The most important advantages of the proposed software:

  • Convenient and easy access to all company information.
  • Complete data confidentiality.
  • Reduce the time needed to complete most daily tasks.
  • Possibility of complete control over all incoming information.

In addition, we have extensive experience in building CRM systems, so when cooperating with us, you can be sure of a positive result.

Today there is a lot of talk about business automation solutions. But, to be honest, how many of the managers (top or lower - it doesn’t matter) really understand the differences between EDMS, ECM, CRM, BPM and other abbreviated IT systems? If you confidently answered yes, explain - who are all these reviews, videos, webinars for about what these solutions are, how and why to work with them?

There's nothing really reprehensible here. No matter how you look at it, the products are complex. Understanding the essence and purpose of IT systems, much less selecting and implementing a product at home, has always been difficult. However, with the development of classical systems, the functionality of which now largely duplicates the capabilities of another class of solutions, this has become even more difficult, and here’s why.

  1. Nowadays there are almost no classical ECM (I use it as a synonym for EDMS) or CRM. There are EDMS with built-in business process automation capabilities, and modern CRM today is no longer just a database of counterparties and the history of relationships with them, but systems that automate the entire process of working with clients.

    BUT, classic BPMS have always been used to build and automate business processes. How can we now differentiate between these decisions? What is their fundamental difference, and is there any?

    • EDMS “DELO” “allows you to optimize an organization’s business processes and automate work with a large volume of documents. The main task is the automation of document-oriented business processes.”
    • Docsvision EDMS performs “automation of any business processes, integration between EDMS and other enterprise systems, process management.”
    • Directum EDMS with a business process management module, which “ensures effective interaction between employees within business processes.”
    Among the CRM systems with embedded capabilities to build business processes are:
    • Terrasoft CRM (bpm’online) is a system for marketing, sales and service, with the ability to model and automate the company’s internal business processes.
    • Microsoft Dynamics CRM, which “allows you to reduce costs and increase profits by organizing and automating business processes, which helps increase customer satisfaction and loyalty in all areas - marketing, sales and service.”
    • 1C:CRM, which has built-in BPM tools, which allows you to “develop and use business processes of any complexity in the company.”
    The lists go on.
  2. As for the BPMS themselves (modern business process management systems), they highlight separate specialized solutions: CRM based on BPM, ECM based on a process engine, and so on. Or they form a product line in an industry key (business processes of a telecommunications company, business processes of a trade organization, etc.)
    • ELMA is a business process management system, on the basis of which an application for organizing electronic document management ECM+, a solution for automating the process of working with clients CRM+ and a number of other solutions are implemented.
    • NAUMEN - offers solutions for automation of contact centers, procurement management, document management and other products.
    • Serena Business Manager (SBM) – offers a “portfolio of solutions for various industries and typical services.” In particular, document flow in the organization; order management and other solutions.
So, today we have:
  1. ECM and CRM, with built-in processes;
  2. BPM, which automates document flow and customer service processes.
In this case, how can one determine which of these solutions is suitable for a particular company? It turns out that between ECM and BPM, as well as CRM and BPM, we can put an equal sign?

Actually no, you can't. Despite the processes implemented, neither ECM nor CRM replace BPM systems. The approach to automation, and therefore the purpose of all these solutions, remains different. What is the difference from the point of view of the enterprise implementing the product?

Products with implemented processes and BPM

The differences in automation objects inherent in ECM, CRM and BPM can be associated with differences in the architecture of these solutions.

The organization of business processes in ECM and CRM is based on the database (document storage / customer database) and the status of working with them (document status / transaction status). The process embedded in these solutions always accesses data from the top two tiers. The work of BPMS is initially built as a process - it concentrates not on the object (document, client), but on the final goal of the process (service provided, product received by the client).

If a company needs to change an automated process, the situation will also be different. In ECM and CRM, this will require changes in the top two tiers. Such modification is a costly thing; you won’t do it all the time. Therefore, ECM and CRM are usually configured once and for a long time, fixing the desired order of actions in the information system.

To change the process in BPM, you will not need to modify or change the solution architecture. This explains the so-called “flexibility” of BPM, which is often cited as one of the benefits of these solutions. Changes are made immediately to the process model, and it is ready for work. At the same time, processes running before the changes were made continue to work according to the old scheme.

Let's be honest, the purpose of, for example, EDMS systems has always been to record regulations for the processing of certain documents. These solutions do not imply that the routes of document movement will change. Neither companies that have implemented EDMS, nor the functions of electronic document management systems, respectively, simply have such a task. Therefore, the processes implemented in document management systems remain unchanged. You build a document processing process once, and it works for several years. If there is a need for changes and improvements, you need a different solution.

So, here are a few fundamental, in my opinion, differences between process automation in ECM, CRM and BPM:

Let me emphasize that classic products, solutions with process automation capabilities, and BPMS-class systems have their advantages. However, mixing concepts and attributing to some solutions capabilities that they essentially do not possess is already marketing.

Having invested in such automation, managers do not get the effect they expected, or they simply waste time considering a product that does not initially meet the needs of the business.

For each company, one or another solution is selected according to its needs. For example, we talked a lot about the versatility of BPM, but versatility also determines the wide functionality of the system. It is a priori broader than in highly specialized products, and for a small company it may turn out to be unnecessary; the system itself may seem complicated. And vice versa, for a larger company exactly this kind of functionality will be necessary, and investing in improving, for example, a CRM system to meet all the tasks that the company sets for the product will not be justified.

I personally know of a case where a large financial organization acquired a well-known CRM in the market to automate a set of processes for providing certain types of services to clients. As a result, CRM did not take off, and management, having wasted several months, was forced to look for another solution, which eventually became BPM. I deliberately do not mention the names of these systems, since PR or anti-PR is not my goal. And this situation itself did not happen because CRM was bad or BPM was good. It's just that each solution is designed to perform specific tasks. And if the customer had initially understood the functionality of the system, and the vendor himself had honestly admitted that the product was not intended to solve the assigned tasks, this would not have happened. Having worked hard, developers can, of course, add the functionality of any system to what the customer requires, but it is not at all clear why and who is willing to spend so much time and money on it.

Carefully study IT systems and demo versions, interrogate and torture consultant managers. Good automation and thoughtful implementations to you.

Today there is a lot of talk about business automation solutions. But, to be honest, how many of the managers (top or lower - it doesn’t matter) really understand the differences between EDMS, ECM, CRM, BPM and other abbreviated IT systems? If you confidently answered yes, explain - who are all these reviews, videos, webinars for about what these solutions are, how and why to work with them?

There's nothing really reprehensible here. No matter how you look at it, the products are complex. Understanding the essence and purpose of IT systems, much less selecting and implementing a product at home, has always been difficult. However, with the development of classical systems, the functionality of which now largely duplicates the capabilities of another class of solutions, this has become even more difficult, and here’s why.

  1. Nowadays there are almost no classical ECM (I use it as a synonym for EDMS) or CRM. There are EDMS with built-in business process automation capabilities, and modern CRM today is no longer just a database of counterparties and the history of relationships with them, but systems that automate the entire process of working with clients.

    BUT, classic BPMS have always been used to build and automate business processes. How can we now differentiate between these decisions? What is their fundamental difference, and is there any?

    • EDMS “DELO” “allows you to optimize an organization’s business processes and automate work with a large volume of documents. The main task is the automation of document-oriented business processes.”
    • Docsvision EDMS performs “automation of any business processes, integration between EDMS and other enterprise systems, process management.”
    • Directum EDMS with a business process management module, which “ensures effective interaction between employees within business processes.”
    Among the CRM systems with embedded capabilities to build business processes are:
    • Terrasoft CRM (bpm’online) is a system for marketing, sales and service, with the ability to model and automate the company’s internal business processes.
    • Microsoft Dynamics CRM, which “allows you to reduce costs and increase profits by organizing and automating business processes, which helps increase customer satisfaction and loyalty in all areas - marketing, sales and service.”
    • 1C:CRM, which has built-in BPM tools, which allows you to “develop and use business processes of any complexity in the company.”
    The lists go on.
  2. As for the BPMS themselves (modern business process management systems), they highlight separate specialized solutions: CRM based on BPM, ECM based on a process engine, and so on. Or they form a product line in an industry key (business processes of a telecommunications company, business processes of a trade organization, etc.)
    • ELMA is a business process management system, on the basis of which an application for organizing electronic document management ECM+, a solution for automating the process of working with clients CRM+ and a number of other solutions are implemented.
    • NAUMEN - offers solutions for automation of contact centers, procurement management, document management and other products.
    • Serena Business Manager (SBM) – offers a “portfolio of solutions for various industries and typical services.” In particular, document flow in the organization; order management and other solutions.
So, today we have:
  1. ECM and CRM, with built-in processes;
  2. BPM, which automates document flow and customer service processes.
In this case, how can one determine which of these solutions is suitable for a particular company? It turns out that between ECM and BPM, as well as CRM and BPM, we can put an equal sign?

Actually no, you can't. Despite the processes implemented, neither ECM nor CRM replace BPM systems. The approach to automation, and therefore the purpose of all these solutions, remains different. What is the difference from the point of view of the enterprise implementing the product?

Products with implemented processes and BPM

The differences in automation objects inherent in ECM, CRM and BPM can be associated with differences in the architecture of these solutions.

The organization of business processes in ECM and CRM is based on the database (document storage / customer database) and the status of working with them (document status / transaction status). The process embedded in these solutions always accesses data from the top two tiers. The work of BPMS is initially built as a process - it concentrates not on the object (document, client), but on the final goal of the process (service provided, product received by the client).

If a company needs to change an automated process, the situation will also be different. In ECM and CRM, this will require changes in the top two tiers. Such modification is a costly thing; you won’t do it all the time. Therefore, ECM and CRM are usually configured once and for a long time, fixing the desired order of actions in the information system.

To change the process in BPM, you will not need to modify or change the solution architecture. This explains the so-called “flexibility” of BPM, which is often cited as one of the benefits of these solutions. Changes are made immediately to the process model, and it is ready for work. At the same time, processes running before the changes were made continue to work according to the old scheme.

Let's be honest, the purpose of, for example, EDMS systems has always been to record regulations for the processing of certain documents. These solutions do not imply that the routes of document movement will change. Neither companies that have implemented EDMS, nor the functions of electronic document management systems, respectively, simply have such a task. Therefore, the processes implemented in document management systems remain unchanged. You build a document processing process once, and it works for several years. If there is a need for changes and improvements, you need a different solution.

So, here are a few fundamental, in my opinion, differences between process automation in ECM, CRM and BPM:

Let me emphasize that classic products, solutions with process automation capabilities, and BPMS-class systems have their advantages. However, mixing concepts and attributing to some solutions capabilities that they essentially do not possess is already marketing.

Having invested in such automation, managers do not get the effect they expected, or they simply waste time considering a product that does not initially meet the needs of the business.

For each company, one or another solution is selected according to its needs. For example, we talked a lot about the versatility of BPM, but versatility also determines the wide functionality of the system. It is a priori broader than in highly specialized products, and for a small company it may turn out to be unnecessary; the system itself may seem complicated. And vice versa, for a larger company exactly this kind of functionality will be necessary, and investing in improving, for example, a CRM system to meet all the tasks that the company sets for the product will not be justified.

I personally know of a case where a large financial organization acquired a well-known CRM in the market to automate a set of processes for providing certain types of services to clients. As a result, CRM did not take off, and management, having wasted several months, was forced to look for another solution, which eventually became BPM. I deliberately do not mention the names of these systems, since PR or anti-PR is not my goal. And this situation itself did not happen because CRM was bad or BPM was good. It's just that each solution is designed to perform specific tasks. And if the customer had initially understood the functionality of the system, and the vendor himself had honestly admitted that the product was not intended to solve the assigned tasks, this would not have happened. Having worked hard, developers can, of course, add the functionality of any system to what the customer requires, but it is not at all clear why and who is willing to spend so much time and money on it.

Carefully study IT systems and demo versions, interrogate and torture consultant managers. Good automation and thoughtful implementations to you.

PRIVACY POLICY

This Privacy Policy (hereinafter referred to as the Privacy Policy) applies to all information that the Twins LLC Company may receive about the User while using the Company’s Website, located on the domain name www.site.

1. DEFINITION OF TERMS

1.1 The following terms are used in this Privacy Policy:

1.1.1. “Administration of the Company’s website (hereinafter referred to as the Site Administration)” - authorized employees to manage the site, acting on behalf of the Company Twins LLC, who organize and (or) carry out data processing, and also determine the purposes of data processing, the composition of the data to be processed, actions (operations) performed with this data.

1.1.2. “Site user data” - any information relating directly or indirectly to a specific or identifiable individual or legal entity (data subject).

1.1.3. “Processing of site user data” - any action (operation) or set of actions (operations) performed using automation tools or without the use of such means with data received through the site, including collection, recording, storage, clarification (updating, changing), use in the interests of the person who left the data, deletion, destruction of data.

1.1.4. “Data confidentiality” is a mandatory requirement for the Operator or any other person who has access to the data to not allow their distribution without the consent of the site user who provided the data or the presence of another legal basis.

1.1.6. “Cookies” are a small piece of data sent by a web server and stored on the user’s computer, which a web client or web browser sends to the web server every time in an HTTP request when they try to open a page on the corresponding site.

1.1.7. “IP address” is a unique network address of a node in a computer network built using the IP protocol.

2. GENERAL PROVISIONS

2.1. The User's use of the Company's website means acceptance of this Privacy Policy and the terms of processing of the User's data.

2.2. In case of disagreement with the terms of the Privacy Policy, the User must stop using the Company’s website.

2.3. This Privacy Policy applies only to the Company website. The Company does not control and is not responsible for third party sites that the User can access via links available on the Company’s website.

2.4. The site administration does not verify the accuracy of the data provided by the User of the Company's site.

3. SCOPE OF THE PRIVACY POLICY

3.1. This Privacy Policy establishes the obligations of the Site Administration to non-disclose and ensure a regime for protecting the confidentiality of data that the User provides by filling out forms on the Site. The data may include the following information:

  • last name, first name, patronymic of the User;
  • User's contact phone number;
  • email address (e-mail);
  • name of the User's company.

3.3. The Company protects Data that is automatically transmitted during viewing of advertising blocks and when visiting website pages on which scripts of an external statistics system are installed (Yandex.Metrica, Google Analytics):

  • IP address;
  • information from cookies;
  • information about the browser (or other program that accesses advertising);
  • time of access to the Company’s website pages;
  • address of the page on which the advertising unit is located;
  • referrer (address of the previous page).

3.4. Any other information not specified above (browsers and operating systems used, etc.) is subject to secure storage and non-distribution, except for the cases provided for in paragraphs. 5.2. and 5.3. of this Privacy Policy.

4. PURPOSES OF COLLECTING USER INFORMATION

4.1. The Administration of the company’s website may use User data for the following purposes:

4.1.1. Identification of the User registered on the Company’s website for placing an order and (or) concluding an Agreement for the sale of goods remotely through the website www.site.

4.1.2. Providing the User with access to personalized resources of the Company Website.

4.1.3. Establishing feedback with the User, including sending notifications, requests regarding the use of the Company’s Website, provision of services, processing requests and applications from the User.

4.1.4. Notifications to the User of the Company Website about the status of the Order or Application.

4.1.5. Processing and receiving payments, confirming taxes or tax benefits, disputing a payment.

4.1.6. Providing the User, with his consent, with product updates, special offers, pricing information, newsletters and other information on behalf of the Company.

5. METHODS AND TERMS OF PROCESSING PERSONAL INFORMATION

5.1. The processing of site User data is carried out without a time limit, in any legal way, including in information systems using automation tools or without the use of such tools.

5.2. The User agrees that the Site Administration has the right to transfer his data to third parties, in particular, courier services, postal organizations, telecommunication operators, solely for the purpose of fulfilling the User’s order placed on the Company’s Website.

5.3. Site User data may be transferred to authorized government bodies of the Russian Federation only on the grounds and in the manner established by the legislation of the Russian Federation.

5.4. The site administration takes the necessary organizational and technical measures to protect the User’s information from unauthorized or accidental access, copying, distribution, as well as from other unlawful actions of third parties.

5.5. The site administration, together with the User, takes all necessary measures to prevent losses or other negative consequences caused by the loss or disclosure of the User’s data.

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6.1. The site administration has the right to make changes to this Privacy Policy without the consent of the User.

6.2. The new Privacy Policy comes into force from the moment it is posted on the Company’s Website, unless otherwise provided by the new edition of the Privacy Policy.