Utilising workflow automation to self-serve customers and reduce processing time
“We’re now delivering really flexible customer & staff experiences with Flowingly.”
Juliette Moore, Director, Auckland
When Harper Digital formed in 2016, founders Juliette and Matt knew from experience that poor processes and admin issues can be fatal to startups.
With over 20 years of experience they had seen their fair share of poor processes. So after evaluating many different business process solutions they eventually chose Flowingly for its ease of use and visibility. The defining feature for Harper was that they required the ability to map out processes and automate workflows in-house, with zero coding and limited time for training.
Ease of use came to the fore early in the piece. Utilising the simple drag-&-drop builder, the team at Harper Digital quickly began to build out processes relevant to their department. Adoption rate was rapid, with everyone in their team seeing the benefit of mapping and automating processes.
“We’ve improved productivity, provided better customer service and have full visibility across teams & workspaces.“
After addressing their internal processes, Harper Digital turned to the customer experience. In the service industry the customer experience is essential to business success. Putting themselves in the shoes of their customer, they mapped out the ideal customer service experience and transferred that into a process map. From there it was a matter of automating the workflow and testing this new digital process on their customers.
B2B customers can have extremely high service expectations. With Flowingly in place Harper Digital are able to manage both internal and customer-facing processes, increasing the productivity of their staff. With key learnings on hand, Harper Digital has proceeded to enhance their customer workflows, freeing up their sales team from time-consuming admin tasks and allowing them to focus on growing the customer portfolio.
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