vtenext: the Platform to Manage Customers and CRM Processes

Giulia Magnabosco of vtenext tells us about designing and implementing strategies and campaigns of digital marketing.

First of all, how are you and your family doing in these COVID-19 times? 

Giulia Magnabosco: My family and I are doing fine; of course, at first, it was difficult adjusting to the new routine and the smart working life, but now everything is fine.             

Tell us about you, your career and how you joined vtenext CRM + BPM.

Giulia Magnabosco: I have a Master in Marketing and Communication, and I’ve always had a passion for the world of IT and Saas; I started my career in vtenext in the Sales Department, which gave me the possibility to get to know the product and the customers’ needs at best. 

Now I work in the Marketing Department, and with the help of my team, we design and implement strategies and campaigns of digital marketing. 

Vtenext is a unique open-source solution that combines all the classical features of an all-in-one CRM for marketing, sales, post-sales, and customer service with the power of a BPMN engine for Business Process Management and automation.

How does vtenext CRM + BPM innovate? 

Giulia Magnabosco: Vtenext is an Open Source solution; lately, we have been launching some integrations with different platforms leader in their field; for instance, regarding e-commerce solutions, we have developed successful integrations with woo-commerce and Prestashop. Our goal is to give our users a complete view of their customers while working on a single environment, vtenext.  

Another innovative and unique trait of our approach is the BPMN engine natively integrated into our solution. With this feature, you don’t need to be an engineer to efficiently design and implement automated Sales, Marketing, or Post-sales processes. 

Our customers, from every field and size that have been using a Business Process Management approach for their CRM Project, encountered some major benefits like the increase in productivity and in customer satisfaction, just to name two. 

How the coronavirus pandemic affects your business, and how are you coping?

Giulia Magnabosco: The pandemic brought to light the need to digitize all the processes related to the customers in order to facilitate access to their data even when working remotely. For this reason, we had, and we still have, an increasing number of requests coming from new customers or from existing ones willing to expand and improve their CRM or BPM projects. 

All of a sudden, many had to work remotely without any experience or even without the proper technologies, and this made them realize that their workflows weren’t optimized. 

Our unique method that mix CRM features with a Business Process Management approach helped many of our customers overcome various challenges that the pandemic brought. In few words, by adopting this approach, all the areas involved are able to easily share data, track and monitor all the requests and processes, identifying where the workflow stopped and which is the next step. 

When the computer is turned on in the morning, it is the system itself that tells the user its daily tasks, and this makes it easier for companies that are going through continual changes to quickly adapt just by adapting the running process. 

Did you have to make difficult choices, and what are the lessons learned?

Giulia Magnabosco: We, as a company, never worked remotely; of course, some of us were used to the approach, for instance, the sales department or some technicians, but most of us weren’t. 

The decision to start working remotely weeks before the Italian lockdown began to safeguard the wellbeing of all the employees wasn’t an easy one for sure. Thanks to our approach and to some special features in vtenext designed for smart working we managed to go on with our daily activities without particular troubles. 

What we’ve learned is that remote working helps people being more productive and focused, and therefore we will keep on with this work mode even after the pandemic is over. 

What specific tools, software, and management skills are you using to navigate this crisis?

Giulia Magnabosco: As I mentioned before, there are some special tools in our CRM developed to help users working remotely and to communicate with colleagues and customers, like, for instance, the internal chat and the BPMN feature itself. 

Lately, we have been working to introduce the Objective and Key Results management approach (OKR) based on collaborative and ambitious goals with measurable results. 

Your website?

https://www.vtenext.com/it/