What Drives Better User Experience?

Gone are the decades of brand loyalty. Today’s consumers are spoilt with choices. We have every day specials, low cost, fast & free delivery, Pre-bookings, 24x7x366 shopping, payment plans and the mighty credit card to pay for everything.

A smiling face behind a counter,  a warm welcome in a branch or a friendly voice on the phone is no longer the differentiation. Nobody waits for anything. Instant customer service is expected or get a bashing on social media.

In today’s App-Driven economy, customers demand instant gratification. Well, Why shouldn’t they not expect it?

Nobody needs to put up with average service when one can shop around online, anywhere and at anytime for a different service provider from across the oceans.

Most can relate to a last minute online search for a new insurance provider, real estate agent or travel bookings. I recently changed my vehicle insurance provider after being with them for years, not because of bad service but simply because they had not taken the time to analyse my needs and re-value my vehicles or give me a loyalty bonus. They sent me what I felt was an inaccurate quote, based on ageing data. A quick online search provided me with a number of preferable options and as a consequence I have changed insurer.

If the organisation in question had unlocked the hidden value in their data and used this within their underwriting processes they could to their advantage of have retained me as a customer.

With the above story in mind I would like to challenge you to consider what happens in your organisation when customers or employees perform these actions:

  •  Click the ‘pay’ button on your applications
    •  Fill out a form on your website
    •  Call your 1800 number with a query
    •  Report a fault and request a technician (I have another sad story about my oven repair)
    •  Submit a claim
    •  Request a document or contract to be reviewed

Typical next steps will include:

  •  An email is sent to a team to take action
    •  A PDF document is generated and then and email is added to a queue
    •  The call centre agent makes a note and sends an email to the relevant 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

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.

Bottom line is, Bad processes lead to bad customer service. So, how do we drive a better customer experience?

Information flow is often hindered by paper, silos of control and lack of visibility.

Modern Apps can offer the best combination of Electronic Forms, Workflow, Data, Reporting, Mobile and offline experiences that are customised to meet unique business needs.

We use Business Process Application platforms to build these Apps. They provide a business with the ability to quickly design, implement and make changes pre-emptively to guarantee customer retention.

Dealing with the unknowns

Most organisations have systems in place to handle the critical business processes, e.g. the sales process, new customer on-boarding, 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 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’s hard to put processes in place to deal with these scenarios. This is where ad hoc workflow and tasking can save the day.

Imagine the following catch all scenario:

  •  An email address is monitored for incoming email. e.g. ContactUs@Mycompany.co.
    •  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.

This can be implemented easily with Business App platforms. Contact us to learn more about how jeylabs can help you drive better customer experience in your business. Email us at drive@jeylabs.com

Thanks to Tony Roupell  for providing the original content for this blog article.

How best to upgrade to K2 Five?

screenshot-2017-11-23-18-53-05.pngK2 Five is a major release. It is an obvious choice for many K2 customers to upgrade to K2 Five. According to our snap polls, over 70% of customers are moving to K2 Five.

We would like to share some tips on your upcoming K2 Five upgrades to make your experience better.

In general, All K2 server and client components should be upgraded at the same time. It is important you aim to keep them all on K2 Five.

Some K2 components are deprecated in K2 Five. Designers like K2 Studio and K2 for Visual Studio are being retired and will be marked as “Legacy” components.

All versions of K2, except for K2 4.7, are retired on 31 December 2017.  We encourage all K2 customers to upgrade to K2 Five. This will ensure that you are able to leverage the latest of K2 innovations.

K2 is dropping support for older operating systems, databases, frameworks, etc. The installer will not allow you to install K2 Five unless you are on a supported OS, .NET framework and are also using a recent SQL server release.

When upgrading, Browser compatibility is very important to check. Dont forget to test all  critical functionality of your mobile apps too.

PowerToolz is a great tool to get your hands on now to ensure all your regression tests are setup right. This will provide an efficient way to ensure the K2 upgrade didn’t break anything.

K2 Five also requires that all your workflows to be converted to the K2 Five format so that you can then use the awesome new process designer to maintain them.

TIP : Before jumping in and start converting everything, do a stock take and clean up the house. If there are forms and workflows not being used or not relevant anymore this is a great opportunity to cull them.

jeylabs PowerToolz Express is a purpose built Workflow converter for K2 Five. It accelerates your process conversion from previous K2 versions to the latest of K2 Five.

BTW, Upgrades are not for everyone. If you absolutely must remain on a technology that is blocked by the K2 installer, then you cannot upgrade to K2 Five. It is best for you to then remain on K2 4.7 until such time you can move onto a supported technology.

jeylabs offers K2 Assistance packages to help you get the best of K2 Five fast. Subscribe to a suitable package now.

We also invite you to Join us for an informative webinar to learn how best to upgrade to K2 Five.

PowerToolz Express for K2 Five has landed

Hello K2 world!

Please Welcome PowerToolz Express.


jeylabs has been working on this project for sometime now with our good friends at K2.

PowerToolz Express is a conversion tool. It takes your workflow definitions (KPRX files) and generate the equivalent K2 Five process maps.

The UX allows one to connect to a K2 Five server environment and selectively analyse, report and convert processes from the (now) Legacy K2 4.7 format to the modern K2 Five infinite process designer canvas.

Users can also import .kprx files individually from disk.

PowerToolz Express doesn’t auto deploy the processes yet. It converts as much of the process definition as it can to give you a head start.

It then allows you to save the process as a K2 Five workflow.

This gives you a chance to further Fine tune and make any desired changes before you deploy the process.

PowerToolz Express is designed to progressively add additional conversion capabilities incrementally. We are working to a road map and will be continuously updating the tool. We will add more features and evolve it alongside the K2 Five platform.

Using PowerToolz Express, you can pace your K2 Five upgrade. This tool will save you a lot of time from having to deal with converting any common workflow patterns or commonly used event wizard configurations.

PowerToolz Express for K2 Five

Please learn more at https://jeylabs.com/PTE also Register for our webinar here

What information are you consuming?

We consume oxygen to be alive. Along with every breath we take there are other substances that enter into the body.

Every bite of food whether processed or not, eventually becomes part of our bodies and blood.

Every input that comes into our senses gets processed by our brain and leaves a trail of effects.

Be careful about what you see, hear, think and surround yourself with. Social media can destroy you if you are not careful. Drinking too much coffee or eating burgers or anything with no checks and balances can bring your life existence into a zombie before you know it.

There is so much has already been written about. I just want to look at the information we feed ourselves.

I remember this from my readings. “Tat Tvam Asi” is one of the grand pronouncements. I interpret it as follows:

You are who you believe you are.
You are who you think you are.
You are who desperately whom you want to become.
You are who you spend most your time with.
You are what you think about most of your time.
You are who you consciously become.

Subconsciously there is so much we process in our brains. And all that affects who we are and who we will become.

It is absolutely critical for us all to become
More mindful of this.

We can control what we process and how. How we react to anything is actually within our control. Controlling our own reaction is critical. It is not taught fully yet at schools as to how to master this. We can learn this. Some call this mindfulness, some call this meditation or conscious consumption.

A routine is required to consume consciously.

Create a daily routine so that when you start your day, make a promise to yourself on how you will consume and what you will allow to be consumed that day.

End the day with a conscious review of what you consumed and how. Use this to help you plan the next day.

What information have you consumed today?