Businesses often enlist the help of CRM (Customer Relationship Management) tools to actively manage their customer data, activities, and service requests while improving customer experience. Some companies opt for CRM-only tools, although others use service management platforms wherein CRM is one of the tools offered, based on their requirements.
However, due to their exorbitant costs, compatibility issues and implementation difficulties, said CRM tools are not very effective.
Enate’s Process Orchestration Platform and CRM tools share a lot of functions, but not without crucial differences in areas such as:
● Key Features
● Digital Workforce Management
Both Enate and other generic CRM tools breakdown complex processes into smaller tasks to provide a user-friendly experience and a smooth workflow.
They both offer configurable, detailed real-time reports and insights for data analysis and monitoring. Enate delivers four different types of reports - operational, productivity & utilization, automation potential, custom ones and gains an edge over other tools in terms of suggesting processes for future automation.
Email management, case management and ticketing are common to both Enate and other CRM tools, with SLAs and service management being widespread among Enate and ITSM based CRM tools.
Integration with legacy systems and scalability are the other features that Enate has in common with CRM tools, enabling an adaptive work system.
The first difference that sets Enate apart is that it is the simplest possible approach to manage internal service relationships between siloes, departments and teams.
Mainstream CRM tools are primarily developed to manage ad-hoc service requests from end customers. And CRM tools which are part of service management platforms are often the victims of a jack-of-all-trades approach, sacrificing consistency and control.
- Key Features
Case-based orchestration, digital workforce management, digital resource failure management, multi bot digital workforce management are some of the unique features offered by Enate, compared to other generic CRM tools.
Other features that are available on Enate, but found lacking in CRM tools include advanced SLA management, work scheduling, managing emails via a common mailbox, etc.
Having said that, unlike other service management-based CRM tools, Enate does not offer integration hubs, app building platforms, or advanced workflow automation features (we keep it lite).
- Digital Workforce Management
Enate’s capacity to effortlessly manage a human and digital workforce is its prime selling point. With the automation storm blowing over, there is an immediate need for proper human – bot collaboration management to ensure that the humans and bots are seamlessly working together.
Enate can efficiently manage both humans and bots (RPA, AI, OCR, ML, NLP, Cognitive, etc.) through end-to-end business processes, resulting in a self-sufficient work ecosystem.
Though other CRM tools have embedded AI and ML features that support human operators, they function as attended bots and are not optimized for orchestration of the digital workforce.
- Enate costs almost half the price of generic CRM tools, at 56$ per month compared to the usual price range of 75-100$. It’s a complete steal for the future-proofing and efficiency it offers!
So, while Enate is not a CRM tool, it certainly accentuates case management, SLA adherence and furthers the automation roadmap of your CRM strategy. Enate’s advanced process orchestration solution will help you improve your efficiency, boost profits and meet SLAs for a pleasant customer experience.
Enate is a UK based enterprise software company. Its Robotic Process Orchestration technology combines lightweight Workflow, BPM & work management into a no-code quick SaaS offering. The technology delivers end-to-end process automation by connecting human workers & digital bots (RPA, OCR, AI/ML, etc.) into one hybrid workforce and managing operations across them.
The platform enables organizations to save 20 to 30% operating costs by scaling automation & streamlining operations to improve efficiency. Enate manages nearly 10 million transactions annually, across users in more than 60 countries.
The platform's customers include global brands like Mizuho Bank, Capgemini, EY, Utmost (erstwhile Generali Link), and many more.