Driving a better Customer Experience (CX) with process

 
With your own Customer Experience (CX) in mind, I would like to challenge you to think about what happens in your organisation when your customers perform the following actions: 
  • Click the ‘pay’ button on your app. 
  • Fill out a form on your website.
  • Call your customer call centre with a billing query.
  • Report a fault and request a technician.
  • Submit a claim
    – Send an email
    – Send a fax. (Yes, fax machines they still exist)
During this video, we will apply process to an inbound email scenario to demonstrate how we can improve the end to end customer experience and provide visibility, tracking and real-time notifications to customers and employees

Showcase: Google ReCAPTCHA & K2

 

 

Have you ever been to a website, and before you can submit or view information, you have had to verify that you are not a robot?

While this might be a bit annoying (of course you are not a robot!) there is a very good reason for doing this – to stop automated software, or “bots” from abusing the website. There is any number of “bad actors” out there who would like to exploit weaknesses in your site.

To try and sort the humans from the bots, CAPTCHA was invented as a way of testing who you were: man or a machine. CAPTCHA is an acronym that stands for Completely Automated Public Turing Test to Tell Computers and Humans Apart.

In the bad old days CAPTCHAs were usually images of squiggly text or numbers that you had to read and type into a text box, like the image below. They were not very friendly or pretty.

In 2009 Google acquired one of the CAPTCHA systems called reCaptcha. In the words of Google:

reCAPTCHA is a free service that protects your website from spam and abuse. reCAPTCHA uses an advanced risk analysis engine and adaptive CAPTCHAs to keep automated software from engaging in abusive activities on your site. It does this while letting your valid users pass through with ease.

reCaptcha is more user-friendly, asking users to verify you are not a robot by showing the user squares of images, and asking the user to select ones that meet a criterion, such as those having a street sign in them. You first tick the “I’m not a robot” box and then complete the test.

So, if you have a public facing website that allows users to view or submit information, you will probably be interested in stopping bots from running amok by using something like reCaptcha. What if your publicly facing form is using K2. Not to worry, you can quite easily add reCaptcha to your K2 forms.

The first thing you will need is a google account. If you don’t have one, visit Google and create one.

Then visit the reCaptcha site and click on the Get reCaptcha button and enter your Google login details.

Once you have logged in you will need to register your site. Give it a label and select the reCaptcha V2 option. You will need to enter the domain name for your K2 site (e.g. denallix.com) 

Once you have done this you will be shown the information needed to add reCaptcha to your site.

To add reCaptcha to your K2 form follow these steps:

  1. Create a new view (e.g. named “Google.Recaptcha.Verify.Item”)
  2. Add a data label to the view named “Recaptcha Script Data Label”
  3. Add an expression to your data label and add the following script to the expression, taking care to replace the highlighted value with your site key obtained above

<script type=”text/javascript”>var recaptchaCallback = function(response) {$(‘span[name=”Result Data Label”]’).SFCLabel(“option”, “text”, response);};</script><script src=’https://www.google.com/recaptcha/api.js’ ></script> <div class=”g-recaptcha” data-sitekey=”<your site key>” data-callback=”recaptchaCallback”></div>

  1. Make sure you mark your data label as a literal
  2. Add another data label called “Result Data Label”

At this point you can run your view, and you should be able to verify you are not a robot. When you are verified your Result Data Label should have a long string in it:

Great! You have verified you are not a robot, however, this is only half the story. Even though Google has returned a response (that long string), you have not fully verified. This is because you need to send that response off to Google now and get back a final confirmation.  To do this you will need to call Googles https://www.google.com/recaptcha/api/siteverify URL. The best and easiest way to do this is via a K2 REST service.

To create a reCaptcha REST service instance you will need a swagger file. A swagger file describes the service and is used by K2 for it to create the Service Instance and related Service Objects. The quickest and easiest way to create this is by using a service like REST United.

There is only one endpoint needed –  the following images describe the steps to create it in Rest UNITED.

Once you have the swagger file (you can export this from RESTUnited, go to Test & Export, select Swagger and then Export) place it on a location (i.e. file share or website) accessible by K2.

You can now create a new REST Service Instance and add this location to the “Descriptor Location” setting for your service instance.

Once your Google reCaptcha service is created, you can generate the SmartObject you need to perform the verification. The Service Object you need will be called “ValidationResponse” if you followed the steps above for creating the swagger file in RESTUnited. You can ask K2 to create the SmartObject for you by using the “Generate SmartObjects” button on the Service Instances page in Management.

This SmartObject will have a single “Verify” method that you need to call. This method takes two parameters: secret and response. The secret parameter maps to the “secret key” that was generated for you by Google when you registered your site. The response parameter is the long string that was returned to your “Result Data Label”

Instead of having to add the “secret” parameter in every time you call this “Verify” SmartObject method, you can add it in as a specific value in the SmartObject method definition. Edit the SmartObject method and choose to bind “secret” to a specific value, and paste your secret key in (don’t worry if K2 reports the value as “undefined” as per the image below, it will retain the value).

Now when you call this method on your form you do not need to pass the secret key in.

So now you can complete the final piece of the puzzle, and send Google your response and secret and get verification that the user is not a robot!

  1. Add a new data label to your view called “Recaptcha Valid Data Label”. Optionally you can add another data label to hold any error codes returned by the verify call (e.g. add an “Error Codes Data Label”)
  2. Add a new unbound rule to your view called “Verify Recaptcha Response” and add an action to call a SmartObject method
  3. Select your “Validation Response” SmartObject created above and the “Verify” method.
  4. Configure the action and map the “Result Data Label” to the “response” input parameter, and the “Success” property to the “Recaptcha Valid Data Label” in the output mappings.

  1. You can now finish this view and add it to a form. On your form you can now call the “Verify reCaptcha Response” rule in response to an event on your form, such as a button click. You will first want to check that the “Result Data Label” has a value, so that you can tell if the user has tried the reCaptcha verification. Once you have called the rule to verify the response you can check the value in “Recaptcha Valid Data Label” to see if is true (passed) or false (failed), and then act accordingly.

You now have a re-usable view and pattern for implementing Google reCaptcha on any of your K2 forms!

The Benefits of Process Automation: For Courts, Tribunals, Commissions and the Broader Legal Community

 

 

Our legal systems are experiencing significant growth and are increasingly reliant on consumable, digital information. The volume of content is continuously increasing, creating new management challenges.

Are you reaping the benefits that are available from process automation?

During this video, we will be demonstrating how K2 can improve customer service and efficiency through process automation.

– Streamline and enhance your case or matter processes with K2
– Integrate with your existing systems – enhance what you already use
– Reduce manual paper processes
– Mitigate risk through the creation of structured workflows
– Generate process focused reporting
– Collaborate with your document management and automation systems
– Improve both your client and your internal user outcomes

Building Enterprise Apps with K2 and Office 365

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In this session, we will cover how to think about moving from siloed applications to business solutions based on Microsoft Cloud Productivity services.

During this presentation, we will be showcasing the K2 workflow process showing the list of technology use in an account onboarding scenario.

During the webinar, Igor will be demonstrating a technology fuelled new staff onboarding process using the following technologies:

• Microsoft Yammer
• Microsoft Planner
• Microsoft SharePoint
• Microsoft Dynamics 365
• Microsoft Flow
• DocuSign

Don’t miss this session. We also showcase the new K2 App Wizard and SmartStarters capability – Read More

Deep Dive: Document Collaboration with external Parties with O365

 
Does the following sound familiar?  You email out a PDF document.
The client prints it, scans it and emails it back; You need more information, so you do it again;
Nobody has visibility of the process internally, documents are everywhere; all this costs time and money!
During this live webinar, we will be demonstrating how easy it is to improve customer service with document sharing.

Register now to see how to:

  • Manage and collate feedback on documents which can then be archived in a SharePoint Library and/or your Records Management platform;
  • Report on customer interaction with tasks, reminders and notifications via email and text messages;
  • View and sign contracts, exchanging NDA agreements, letters of engagement or collaborating on documents in a consortium scenario; and
  • Collaborate within your SharePoint environment with external users whilst maintaining your SharePoint security

Creating the Data Ecosystem for Your Transition to an AI World

When Alan Turing was developing the Turing Test for determining machine intelligence—what we today refer to as Artificial Intelligence (AI)—he first posed the question, “Can machines think?” At the time, this seemed preposterous, but technology advances in recent years now have us asking a similar question: “Can machines learn?” The answer is “yes,” as long as we supply them with enough of the right kind of data.

Click here to read the whitepaper, Creating the Data Ecosystem for Your Transition to an AI World

This ability to learn is a specific, data-oriented form of AI that has the power to dramatically increase productivity and streamline business processes. Companies are increasingly looking to AI and specifically machine learning (ML) as a way to improve their businesses. While many of these applications are still in the early developmental phases, companies must prepare now in order to successfully implement AI and ML in the future and take full advantage of the power of this technology. Specifically, organisations need to establish the data ecosystems today that will become the foundation of ML applications, training models and business process development in the future.

Machine learning analyses data flow in the enterprise. Anticipating this eventual capability, the most critical issue is how companies prepare the data that will be used as the basis for machine learning. Data scrubbing and formatting is one of the greatest challenges in implementing AI so companies should adopt clean data format methods now.

To address this challenge, IT and the lines of business need to organise around a specific business problem they are trying to solve. Defining that specific problem creates a direct correlation between the input, its format and shape, and ultimately the decision output. Therefore, understanding the outcome and the kinds of decisions that need to be made will determine which data sets you use and how you need to scrub, transform or clean them.

Looking ahead into 2018 and the next few years, there are three steps companies looking to power their process optimisation efforts with AI must take:

  1. Look for “low-hanging fruit” opportunities where AI can make a difference and good, clean data is readily accessible.
  2. Build a solid technical infrastructure and invest in developing the digital assets for collecting and organising the data needed for AI and machine learning.
  3. Invest in a common platform that allows IT and the lines of business to collect and clean the data that will be used to build the training models for machine learning.

A comprehensive process automation platform can help businesses address all three of these steps and businesses who use one to make sure they are ready for AI- and ML-enabled applications often fall into one of three categories – each with its unique challenges:

  • New user with existing LOB data
  • New user with no existing LOB data
  • User with an existing platform and an existing data repository

Want to determine where on the spectrum your company falls and how to make sure you are best poised to transform business process management with emerging technologies?

Read the white paper, Creating the Data Ecosystem for Your Transition to an AI World

Meeting of the Minds – Hunter Valley Region

Do you still have manual or ineffective processes in your business?

Are you realising the dividends from your digital transformation investment?

Join us as we hear from one of the leading manufacturer’s in the Hunter region who are realising the rewards of their investment in process automation by improving the visibility of employee safety, reducing the organisation risk profile, and enabling a mobile workforce.

7:45 am – Registration and Arrival

8:00 am – Welcome and Introduction

Tony Roupell

BPA Practice Manager

Definiti

8:05 am: Life Savings Controls – Process and Visibility to the Rescue

Charmaine Underwood

EHS Systems Officer

Tomago Aluminium

8:20 am: K2 Technology Showcase – Driving Process Visibility and Insights to help you make Effective Business Decisions

Igor Jericevich

Process Evangelist

K2

9:00 am: Question and Answer – Panel Discussion

Panel – Tony Roupell, Charmain Underwood, Igor Jericevich

9:15 am Networking

Join K2 at the Velrada V:Inspire Roadshow

In April 2018, Velrada in partnership with K2, will be holding our Annual Microsoft Focused Event, V:Inspire™ around Australia.

The purpose of which is to “Inspire” each other to innovate and deliver powerful new technology solutions with our customers.

During this workshop, K2 partner Velrada will introduce you to the wonder of Artificial Intelligence and Bots and the potential that AI offers for business and productivity and process improvement.

Don’t miss out on this unique half-day event!

Perth – Friday, 9th April 2018 
Melbourne – Friday, 13th April 2018
Adelaide – Friday, 20th April 2018
Sydney – Friday, 4th May 2018

Incorporating digital signatures into Business Process Applications

Electronic Signatures, or eSignatures, are increasingly being adopted by businesses worldwide in an effort to reduce their carbon footprint, streamline business processes, improve security and record-keeping and reduce costs. eSignatures are recognised under Australian law as legally equivalent to a wet signature, and can be used to sign almost any document 1.

What exactly is an eSignature?

A simple definition is that it is a signature used on an electronic document or transmission which is recognised legally has having the same effect as a handwritten signature. Importantly the eSignature must identify the person who is signing the document and indicate that they approve of the content of the electronic document signed 2.

The most obvious benefit of using eSignatures is that there is no need to print a document out, add a wet signature, scan and return the signed document. This of course saves time, money and paper. There are other benefits, such as compliance, auditing, tracking and security that eSignatures offer. eSignatures can be used in any business scenario where one or more signatures are required on a document. Some typical use cases include 3:

  • HR documents such as employment contracts and employee onboarding
  • Commercial agreements, such as non-disclosure agreements and sales agreements
  • Real estate documents such as lease agreements and purchase and sales contracts

eSignatures are a natural fit for many K2 applications, such as an employee onboarding process. How good would it be to manage your onboarding with a K2 workflow that generates an employment contract document, sends it to your new recruit for electronic signature, waits until it is signed, and then notifies you and carries on with the rest of the process (e.g. creating IT accounts, etc)?

So how can you start using eSignatures in your business with K2?

Firstly, you will need to select an eSignature provider and create an account. Two of the leading Electronic Signature technologies in the market are DocuSign and Adobe Sign, but a quick google search will reveal many others to choose from. Each of the providers offers different features, but at their core, they all offer the ability for you to send documents to one or more recipients, have them electronically sign the documents, and then have that signed document returned to you. Most providers will automatically archive the signed documents so you can retrieve them later, and provide you with audit trails so you can see what has happened to your document. Some other features to look for are the ability to embed documents in your own web forms (e.g. K2 smartforms) for signing.

Once you have selected a provider, you will need to integrate it with K2. This can be as simple as turning on a feature in K2 Management (e.g. DocuSign) or it might involve some more complex work integrating with the providers API (look for more info on how to do this in a later blog).

So, you have chosen a provider, and integrated with K2, how can you now incorporate eSignatures into your K2 solutions?

The basic process for obtaining eSignatures for document/s is:

  1. Select one or more documents to sign. These documents can come from your Document Management System, local file system or the cloud
  2. Select one or more recipients to sign the document/s
  3. Send the document/s to be signed
  4. Wait for the document/s to be signed
  5. Receive and store the signed document
  6. Continue with your business process

Using K2 workflows, SmartObjects and SmartForms you can build solutions that incorporate this document signing process in conjunction with your business process, such as employee onboarding.

Let’s have a look at a couple of simple demos using DocuSign.

The first demo will allow you to select a document, enter one or more recipients, and then send the document out for signing. Signers will get an email with a link to sign the document. The link will open the document for signing using the DocuSign website. Once the document is signed by all recipients an email will be sent to the originator with the signed document.

 

 

 

The second demo will show how the recipients can be allocated a task from a K2 workflow, rather than sent an email by the eSignature provider, and directed to a K2 smartform to sign the document (by embedding the document in the form) and complete the task.

 

eSignatures and K2 offer the opportunity to make your business processes faster, compliant and more seamless for your end users – not to mention reducing the amount of paper you use! Give some thought to how you could use eSignatures and K2 to improve your business processes.

Andrew Blinco – Technical Evangelist, K2

On Demand: Get the most from your Records Management platform investment with Dynamics 365 & K2 Cloud

 

 

Are you finding it difficult to manage digital record keeping whilst trying to support users to adopt the practices?

Applying retention policies to content in Office 365 remains a massive headache for records managers.

Imagine the benefits of being able to expose a digital form inside the easy to use Dynamics CRM or Office 365, whereby having the ability to capture data and attach documents in real time, save the data directly to HP Records Manager in order to comply with all record keeping practices?

Too good to be true? Think again.

This is a not to miss webinar with John Pouliezos showcasing K2’s newest wave of cloud technology and how a K2 can generate PDF’s and save documents directly to HPRM (TRIM) from Dynamics 365.