Driving a Better Customer and Employee Experience with Process – Pre-Emptive vs Reactive

 

 

In the old days, as in pre-smartphones customer retention was driven by brand loyalty, a smiling face behind a counter or in a branch or a friendly voice on a phone. Waiting a few days or even weeks for feedback was expected and acceptable.

In today’s App-Driven economy, customers demand instant gratification. The words ‘brand loyalty’ has been removed from the everyday vocabulary. Why would you put up with average service when you can shop around online, anywhere, anytime for a different service provider.

I am sure you can all relate to the last minute online search for a new insurance provider, medical provider, real estate agent or even airline. I recently changed my vehicle insurance provider after being with them for 3 years, not because of bad service but simply because they had not taken the time to analyse my needs and re-value my vehicles. They sent me an over-inflated bill, based on aging data and expected me to pay it. A quick online search solved the problem and I switched.

If the organisation in question had pre-emptively used their data and their processes to their advantage they could have retained me as a customer.

With the above story in mind I would like to challenge you to think about what happens in your organisation when your customers or employees 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. (I have another sad story about my oven repair)
  • Submit a claim.
  • Send an email.
  • Send a fax. (Yes, fax machines they still exist)
  • Request a document or contract to be reviewed.

Typical answers include:

  • An email is sent to a team for action.
  • A PDF document is generated and then an email is added to a queue.
  • The call centre agent makes a note and sends an email to the finance department.
  • We cannot tell you what time when the technician will be there, just wait all day.
  • The document is sent to a mailing group for review. Who knows when we will get a response.

Can you relate to the above answers? The reality is that process happens in every organisation, every day whether we manage it or not. If there are no systems then the process is driven by Excel, paper, email, and humans. Bad processes lead to bad customer service.

“Almost every part of a successful business transaction relies on having the right information available to the right person at the right time, whether that person is an employee or a customer.” – Improving CX with Agile Process for Dummies.

Business Process Applications – How can process make a difference?

Information flow is often hindered by paper, siloed information and lack of visibility.

Low-code Business Process Applications offer the best combination of Electronic Forms, Workflow, Data and Reporting that are customised to meet the unique business needs of each department and process delivered using the best of breed low code platforms.

Business Process Applications provide the business with the ability to design and implement pre-emptive business strategies and processes to guarantee customer retention.

Anatomy of a Business Process Application

Let’s take a closer look at a Business Process Application and highlight a few topics to consider to drive customer and employee adoption.

Electronic Forms

Most of you would have taken care of your customer-facing forms and employed User Experience specialist to create modern apps and web-based interfaces, but what happens after this. Do you revert to PDF, email, and Excel to manage the workflow and tasks?

To improve the end to end customer experience, consider how transforming your backend tools from paper and email to electronic forms driven solutions with workflow can help eliminate the bottleneck and provide the data needed to drive effective processes and improved customer experience.

Electronic forms in combination with workflow can help with decision support, master data management and visual dashboards to track and collate data.

Empowered employees will result in happy customers. Here are four items to consider about forms:

  • As humans, we are naturally self-centered and will always take the easiest route to satisfy our needs. User Adoption is the key to your success. The forms should be more compelling to use than paper.
  • Focus on functionality first and look second.
  • The forms should be intelligent, pre-emptive and designed to drive the result with as few clicks as possible.
  • Features such as pre-loading of data, displaying only the necessary fields, pattern matching, data validation, data-driven rules, cross-browser support, cross-device support are critical to your success.

Data

Data is a critical element to delivering a successful Business Process Application and driving the customer experience.

Here are a few items to consider about data:

  • Clean and accurate data in combination with forms and workflow ensures that managers and employees can make informed decisions quickly.
  • The forms require data to make them intelligent and compelling to use and vice versa, the forms ensure that clean and accurate data is delivered to the correct systems to ensure data integrity.
  • Data is used to drive the logic within workflow processes.
  • Consider how creating connected and integrated forms could improve the customer experience but be warned, do not try and boil the ocean on your first project as the complexity of too much integration and employee change management will sink your project.

Placing employees first results in happy customers according to Richard Branson of Virgin. He is famous for the quote below.

“It should go without saying, if the person who works at your company is 100 percent proud of the brand and you give them the tools to do a good job and they are treated well, they’re going to be happy,” Richard Branson

Are Business Process Applications the “tools” that will make a difference in your business?

Workflow

An electronic form without a workflow process behind it is as useless as a piece of paper stacked on a desk. Workflow is required to deliver the right work to the right individual at the right time.

However, not all workflow tools are created equal and workflow gets complex quickly.

Here are a few items to consider about workflow:

  • Ensure that you have a workflow platform to support a long-term architecture.
  • Workflows solutions embedded within business platforms such as CRM, ERP or document management platforms will be designed to work within these solutions. Trying to extend these workflow capabilities for cross-platform solutions will often result in headaches for the IT team.
  • Consider a decoupled approach. i.e. choose a Workflow / BPM platform that is designed to work across platforms.
  • Features to help drive the customer experience include:
  • Real-time notifications via email and text to keep the customer and employees informed.
  • Complex task assignment and worklist capability.
  • Document workflow.
  • Management Worklist, out of office and redirect functions.
  • Data-driven rules.
  • Direct integration of forms.
  • Track and trace reporting.
  • Event and data triggers to support pre-emptive processes.
  • Integration with digital signature platforms.
  • Integration with document assembly solutions.

Reports and Dashboards

Reports provide insight into process data to help identify bottlenecks and optimise processes over time.

Consider how to process data and business data can be combined to provided business insights.

Business Intelligence platforms can provide data visualisation to help analyse your business.

Ask your BI team for help. You will be blown away by the possibilities.

Dealing the undefined

Most organisations have processes in place (albeit human-driven) to handle the critical business aspects, e.g. the sales process, new orders etc.

When it comes to customer service, dealing with the unexpected or undefined is where companies often drop the ball.

Let’s look at an example:

  • Your customer sends an email or fax to the wrong department and it gets lost or is never dealt with.
  • A customer calls the technical support centre with a billing query.

It hard to put processes in place to deal with these scenarios. This is where ad-hoc workflow and tasking can play a role.

Imagine the following catch all scenario:

  • An email address is monitored for incoming email. e.g. ContactUs@Mycompany.com
  • When a new email arrives a workflow process automatically starts.
  • Microsoft Azure sentiment analysis is used to determine if the email has a negative of positive sentiment. Negative emails are directed to an accelerated action workflow path.
  • If the email address matches customer records in a system, business rules kick in to automatically route the task to the correct manager, department.
  • Machine learning can be used to detect keywords to drive the business rules.
  • Attachments are automatically extracted and stored in a document repository for reference.
  • The customer receives auto emails and text alerts letting him know that his query is being handled, delayed, completed.
  • Internal staff can route the task to anyone with full tracking and history logs.
  • Internal staff can collaborate with the customer via email, share documents, request documents with full tracking and history logs.
  • Email responses from the customers are automatically associated with the original request.

 

The result is great customer service happy customers and new customer retention statistics.

 

Where do we start

Keep it simple to start with. Process gets complex quickly and can have a big change management impact as you are trying to fundamentally change the way people work.

  • Start by digitising and applying workflow to the simplest form in your business.
  • Go for the quick wins first to achieve results quickly and then set up a program of continuous improvement.
  • Interview your employees and customers. They will quickly tell you what needs improving.
  • Start the discussion at your next meeting. Here is a link to a PowerPoint deck that will help frame this get the discussion.
  • Watch this video to learn how process can make a difference. In this video Igor Jericevich from, BPM expert at K2 showcases an example of an Ad-hoc process example.
  • Read the book for inspiration. CX with Agile Process for Dummies

 

A great experience

After a quick search for a new insurance provider, I found one that offered me a better best price so I signed up by completing the online form.  My application was accepted and processed quickly and efficiently. I received text messages notifying me of my successful application. This is all standard and would be expected as a minimum level of service.

However, there was one more hurdle. I needed to supply proof of my no claim status. Normally this is the painful part of the process, however, in this case, technology and process came to the rescue.

I received a text message with a link to an online form. I was then able to take a photo of my proof of status, attach it to the form and hit submit. My document was automatically attached to my policy in the backend system and I received a follow-up text notifying me that the process was complete.

Halleluiah, that was a fantastic experience. Well done my new Insurance company.

Written by: Tony Roupell

Technical Deep Dive: Elevate your K2 Cloud experience using Microsoft Azure

 

 

Transitioning to K2 Cloud calls for a different approach in Business Application Development on the K2 Platform.

During this video, John will be showcasing how to leverage Microsoft Azure and modern industry standards to fill the technology gap and better enable Business Application Delivery.

During this video the content will focus on:

• Javascript Custom Controls for K2 forms
• K2 form styling using CSS
• Third party integrations for K2 Five and K2 Cloud

K2 Cloud + K2 Five Update

 

 

Late last year we launched the K2 Five and K2 Cloud platform.

The rate of updates to the K2 Cloud has been impressive with new enhancements and features added every 3 to 6 weeks.

In order to help keep up-to-date with the new enhancements, we would like to start a bi-monthly webinar to overview these new capabilities and enhancements.

This video will provide an in-depth overview of the capabilities of the new K2 Five and K2 Cloud.

During this session we will focus on:

• The new K2 App Wizards;
• The latest changes to K2 Five 5.1 Update; and
• K2 Cloud Update 4.

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