Create workflows
for any purpose

You’ve got a process but you notice that different members of your team do things slightly differently each time. Sometimes they miss things. They forget to communicate what they’ve done. They fail to update the system and that clever automation you built doesn’t get triggered. Your customers are getting upset.

So you write the process in JourneyBuilder. Now, when your team go to do the job, they are guided through their process, gathering all of the information and considering all of the options that you need them to consider. As they find new information and make decisions, that data is automatically captured and stored in your CRM and/or other systems of record. Your customers get the experience you designed, quality is assured, and your teams can rest assured that they’re always doing the right thing at the right time.

When the process changes, you simply change the process in JourneyBuilder. You even leave an “FYI” section explaining that the process has changed a little bit since last time. Your team are still using the same familiar tools but now everyone in that team is using the latest and greatest process, all at once. No need to check up on people, no need to organise re-training days, no need for your compliance team to worry about “legacy” processes. Easy.

You need information from a customer in order to complete some business process. With a drag-and-drop interface, you can specify the data that you need and in what order. But you’ve done business with this customer before and might already have some of the information you require. There’s no point in the customer repeating themselves. You configure this particular journey to first assess your systems and strip out all the requests for data that you’ve already got. No need to ask the customer for their middle name and 5 years of address history when you’ve got it already…

So now your customer is going through your process, providing only the minimum of data required to complete the transaction. The customer doesn’t know that they’re not in your custom-built website or app because JourneyBuilder feels native thanks to the custom theming you’ve provided. As the customer provides new data it is stored immediately in your CRM or system of record. No “vendor lock” into JourneyBuilder. Your data is your own, stored in whatever format and location you feel most appropriate.

So far, so good. You’re saving buckets of software development time now that you don’t need to build and maintain your own forms for every new journey, you’re confident that all of your customers are going through high-quality journeys, and your data is your completely your own. But now you want to experiment with your journeys. You want to test what happens when you show the customer an embedded video or present them with an FAQ section or your new chatbot. JourneyBuilder supports all of these, and more, and can be configured to split-test any parts of the process you want to play around with.

As your customers and agents disclose information and make judgement calls, you want to augment that with information from other sources and make automatic decisions. As you reach these milestones, JourneyBuilder calls out to your external data sources with payloads generated from information your customer has provided and limited, authorised data that you already had on file and exposed specifically for this purpose. JourneyBuilder now allows you to react to this new data, send a customer into a new path (perhaps to upsell or perhaps to ask for more information now you’ve discovered something that triggers that).