Workflow Management
Workflow in the context of a CRM application can be split between front-end user functionality and back-end automated processing.
- Front-end oriented processes are typically implemented as an integral part of your chosen CRM product. Such processes would be involved in campaign management, customer support (e.g. second/third level support and complaint handling), sales force automation, etc. The key purpose of front-end workflows is the structuring of the user interactions along a set of predefined processes.
- Back-end processes on the other hand might be triggered by front-end processes, but otherwise form a relatively independent cluster of business logic that can be modeled quite conveniently using some of the available open source workflow engine platforms. Such processes might include service (de-)provisioning, order handling, multi-channel integration (e.g. fulfillment of printed media), enterprise application integration, partner integration, etc.
The following products fit predominantly in the latter category.
Dotclear 2.0.2
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