Automated business workflows are essentials for any organization. There are multiple options to automate your business workflows using tools and SaaS products available in the market. However, it becomes more challenging if you have several of internal systems that in running and managed internally and it needs integration with them. One can opt for building it in house or can take a middle ground of using any open source which can be customized and integrated with all internal systems.
We have lots of use cases here in HealthKart ranging from automated user journeys to creating a business workflows for tracking NPS of our products. These journey/workflows requires lots of integration touch point with internal system. We also needed to do lots of customization on UI front to meet each BU requirements.
First question that we had was whether to develop in-house or use any SaaS solution for implementing the journeys and workflows. Choosing SaaS solution was out in the first step due to lots of customization and integration need with in the system. We understood that this could have done with SaaS solution also however the real question was ROI and agility in customization.
Instead we took a middle ground approach to use any opensource workflow engine which should have all basic building blocks and option to customize if and when it requires. We choose to go ahead with Flowable , do continue reading to find out why…
Flowable is an open source project that provides Out of the Box Solutions for building workflow and Business Process Management (BPM) platform. The tool has capability to handle various outcome from a single flow and based on outcomes system can decide the next step, we have also overridden the some flowable features to send custom triggers to our users.
Currently we are using so many custom outcomes to handle customer behaviour some of them like He/She didn’t pick the call currently, Call after some time, Not answered, Not starts the using product till date, Did not purchase the products of himself (Gifted Products), Based on outcomes system decide the next step of this flow.
Almost in every task we are using timer events, some of timers are static and to set delay in between two task and some of them dynamic based on customer input, like if He/She needs a call after some time or another day system set the delay accordingly
We have different departments to take care of customer feedback according to the issue type. If customers raise a complaint about anything, we need to assign some task to a particular department, so we need to start the parallel flows in this case, And to solve this we use the flowbale parallel gateway.
We are using the flowable to build our customer journey and inhouse approval systems.
If you have any query feel free to ask, here our motto is to give the best customer experience to the user.