🍎 Team Apples

👥 Team Members

• Juan Coutink
• Cédric Hügli
• Özlem Kösker
• Revathi Ravada

🗣️ Team Coach

• Charuta Pande

Thanks also to:

• Maja Spahic
• Andreas Martin

Introduction

This document describes the contribution to the process from the company Ximiq AG as part of the course "Digitalization of Business Processes" at the University of Applied Sciences and Arts North-western Switzerland.

Description of the Use Case

Ximiq was founded in 2013 as a Consulting Firm with the objective of working with customer as partners. The aim of Ximiq is to align Business and IT. This is done through Enterprise Architecture Management. While supporting one of their customers in EAM, Ximiq realized the need to automatically generate reports from the Enterprise Architecture Modelling Tools. At this point, Ximiq developed the ADOIT Report Generator for Microsoft Word. Thanks to the ADOIT Report Generator for Word customers are able to flexibly and quickly create architecture documentation in Microsoft Word by data sourced live from ADOIT. Customers can create their own template structure for their individual use cases or existing project management templates (e.g. Hermes) and create deliverables automatically. Instead of compiling their lists and data manually, customers can have it automatically inserted and updated from one single reliable source.

The sales process for the Generator Software is currently at an Ad-hoc stage, meaning that roles and responsibilities are yet to be defined in order to increase pipeline and ultimately business. Throughout this process, we realized that Ximiq doesn’t have the resources for a dedicated Sales Team and the sales engagement is fully managed by Consultants. That is the reason why Ximiq needs to implement a lean and streamlined process to better allocate resources.

AS-IS Process Description

The Sales Process is triggered by three Events:

1. A potential customer downloads the Report Generator in the AppSource Marketplace from Microsoft.
2. A potential customer sends a request for the Report Generator through the BOC-Marketplace which results in an E-Mail sent to Ximiq AG.
3. A Reseller/Partner or one of the Ximiq-Consultants refers the Report Generator to a customer. This is done by sending an E-mail, a chat message or a call.

The first event automatically creates a new Lead in Ximiqs CRM-System. Since there’s no notification, the new leads must be checked. After the other two events, a new lead must be created. Then an initial E-mail with the following content is sent:

• A link to book a live demo
• Mention of the possibility to request a trial license
• The pricing model

If the customer requests a live demo, an appointment will be automatically generated. The live demo takes place. If the customer requests a trial license, the license will be sent to them. After 30 days, another reminder E-mail including the price information is sent to the customer. If there is still no feedback, after 14 days, the lead is closed as lost.

However, if the customer orders the full license, the deal is registered in the CRM and the pricing is calculated based on the type of license chosen and the size of the customer in terms of number users. The accountant is then informed in order to create a new invoice based on the information registered in the CRM. The accountant forwards the invoice to the Consultant who will then send it to the customer. If the customer doesn’t pay the invoice, an E-mail reminder is sent by the Consultant. Should there not be feedback from the customer, the lead is closed as lost.

However, if the customer does pay the invoice, the full license key is generated and then sent to the customer. In this case, the opportunity is closed as won.

At any point of this process, the customer can always purchase the license, the process resumes on the step “Register order in CRM”.

When the Apples Group met with Ximiq, they discovered that their business process did not have any process model or workflow integration behind. Therefore, the Group created a best effort AS-IS BPMN process with the information they received from Ximiq. BPMN stands for Business Process Model and Notation. It is a standardized graphical notation used for modeling business processes in a visual format. BPMN provides a set of symbols and rules to represent various elements of a business process, such as activities, events, gateways, and flows. Overall, BPMN helps organizations improve process efficiency, identify bottlenecks, and streamline operations by providing a clear and standardized representation of business processes.

Description of AS-IS Process Elements and Problems & Comments

Rows	Pictures	Descriptions	Problems & Comments
1		Potential customers can download the application in the Microsoft AppSource Marketplace. It can be installed and added to Microsoft Word but has to be activated by a license key before its usable.
2		Potential customers can request the application via the BOC-Marketplace. BOC is the company that develops ADOIT. This will generate an E-mail sent to Ximiq. The following is the content of the E-mail: Form of address, First Name, Last Name, E-mail, Organization, Country, Telephone, Messsage.	This doesn’t automatically trigger the creation of a Lead in CRM .
3		Ximiq has several partners (other Consultants and resellers of ADOIT) who recommend the Report Generator to their customers. Requests from them arrive via various channels (E-mail, phone, teams chat or verbal).	This doesn’t automatically trigger the creation of a Lead in CRM and is difficult to automate since the data input is unstructured.
4		If a potential customer downloads the application in the Microsoft AppSource Marketplace, a new lead is automatically generated in Ximiqs CRM-System (Microsoft Dynamics) via API.	No message for the Consultant. Quality of entry is not sufficient yet but can be fixed.
5		Since there is no message arriving when leads are generated, the Consultants have to check whether new leads arrived and if the entries are of good quality.	This process step is a waste that can be eliminated by automatically informing the Consultant when a new lead is created.
6		In the cases when the leads aren’t generated automatically a Consultant creates a new lead in CRM.	This can be automated with no human involvement.
7		In all cases an initial E-mail with the following content is sent to the customer : Download-link, Pricing information, Trial information, Technical questions, Link to book a live demo appointment	Since it’s a standard E-mail for any customer this process step can be automized.
8		When clicking the link in the initial E-mail a customer gets access to a booking tool connected to the customers outlook calendar. The following content appears in the booking tool: dropdown to choose a Consultant, free slots for live demo, Name, E-mail, Address, Phone number, Notes, ADOIT Version (OnPremis/Cloud)	This is an automated form which could be integrated into the Groups solution. Since there are some limitations, this form will not be used in this solution.
9		If the customer sends the form an appointment and a Teams call link is automatically generated in Outlook.	This is an automated form which could be integrated into the Groups solution.
10		The potential customer has the chance to book an appointment via booking-link from the initial E-mail.
11		The live demo is held via Teams. In this call the Consultant demonstrates the generator and answers the customers questions.
12		The potential customer has the chance to request a 30days trial license to try out the ADOIT Report Generator for Word.
13		After sending the initial E-mail Ximiq waits two weeks for an answer.
14		If the customer doesn’t answer within two weeks a reminder/follow-up E-mail is sent.	This process step could be eliminated as it is over-processing. If client is interested they would come back.
15		After sending the reminder E-mail Ximiq waits two weeks for an answer.
16		The customer either orders the license, the trial license or doesn’t reply.
17		The Trial license key is generated via GUID Generator and registered in Postman. The license key is a 32 digit number.	This process step could be automated.
18		The license key and a users handbook is sent to the customer by E-mail.	This process step could be automated.
19		The customer can try the report generator for 30 days. The consultant then sends a follow up E-mail.	Does not automatically remind the Consultant.
20		A follow up E-mail is sent to the customer with the following content: Asking how they liked the Report Generator, Pricing information	This can be integrated already in previous E-mail. No need for additional E-mails.
21		The customer either orders the license or not.	Does not automatically remind the Consultant.
22		If the customer isn’t interested in buying the license the opportunity is closed as lost in CRM.	This process could be automated.
23		If the customer wants to order the Report Generator the order is registered in CRM.	This can be automated with no human involvement.
24		The Price is calculated based on the following pricing model: Single User: USD 360.00 p.a; Team 10: USD 2520.00 p.a; Team 30: USD 5400.00 p.a; Unlimited: upon request;	The calculation could be done automatically based on employee size within the order entry in CRM.
25		The Consultant informs the accountant about the new order via E-mail.	This process step could be automated.
26		The accountant creates the invoice in the ERP-System.	This could be fully automated.
27		The accountant forwards the invoice to the Consultant via E-mail.	The accountant could send the invoice directly to the customer. Or it could even be automated fully with no human involvement.
28		The Consultant sends the invoice to the customer.	The accountant could send the invoice directly to the customer. Or it could even be automated fully with no human involvement.
29		waiting up to 30 days for payment	Does not automatically remind the Consultant.
30		The customer then either pays or not.	Does not automatically remind the Consultant to check the account.
31		If the customer doesn’t pay a reminder is sent.	This process step could be eliminated as it is over-processing. If client is interested they would come back.
32		After the reminder is sent Ximiq waits another 14 days for the payment.	Does not automatically remind the Consultant.
33		The customer pays.
34		If the client pays and if the accounting team receives a notification that a payment has been made the accountant informs the Consultant.	The notification could also be sent directly to the Consultant.
35		The license key is generated via GUID Generator and is then registered in Postman together with the validity date and the number of users. Via Postman API the validity of the license will be checked when it is activated the first time as well as whenever the application is used.	This can be improved by automating and saving time for the Consultants' business as usual.
36		The Consultant sends the license key, a user handbook as well as a installation handbook to the customer.	This process step could be fully automated.
37		In the CRM the status of the opportunity is set to “won”.

AS-IS Business Process Problems

When analyzing the AS-IS process to implement lean process improvement, several questions came up.

• First of all, Ximiq has a lot of waste in its sales process.
• Besides some automated tasks in the process, most of the tasks are manual, and the clients have no added value for themselves.
• The only value-adding tasks in the process are the demos conducted by the Consultants for the clients, the license keys the clients receive, and the price information.
• There is a lot of transportation waste, wasted potential of Consultants and accountants, waiting time for the clients, and over-processing, such as sending reminders to clients.
• The three trigger points do not seem to be synchronized and need to be merged manually at some point.
• Accounting seems to handle everything manually, and there is transportation involved between the accounting and consulting departments.
• Several tasks are not automated, and the Consultants do not receive any reminders to ensure they contact the client after, for example, a 30-day trial phase.

TO-BE Process Description

To facilitate the above business process a lean improved BPMN process has been modeled with a workflow behind.

The Apples Group first defined the below steps required to fulfill a sales process.

Looking at Ximiq, first they receive always a lead. Once the lead is entered into the system and the client is qualified to buy the product a trial phase starts and within this trial phase a demo takes place. Once this phase is closed the proposal to the client is done and the opporunity is either closed or lost. After the client has been won a recurring phase starts where the client has the chance to either renew their license or close the license key. These four parts could be modelled within the TO-BE process.

Comparing the both AS-IS and TO-BE processes the Apples Group reduced from about 14 User tasks to only four and the rest became a Service task and could be handled automatically.

Description of TO-BE Process Elements and Solution & Comments

Row	Picture	Description	Solution & Comments
1		During any partners download process the customer filled the contact form.	1. Start Event - Software request received
2		Customers information is stored in CRM.	1. Start Event - Software request received
3		An initial E-mail is sent to the customer. The E-mail includes a link to order a 30 days free trial license as well as a link to the Chatbot in case there are questions.	2. Sent e-mail with URL links
4		The customer then either orders the 30 days free trial license or not.	Event based gateway waits until one of the messages get triggered. Without any message triggering the token will remain at the gateway.
5		Ximiq waits for 14 days for an answer from the customer.	Going back to the client could be an option but that would stop the Consultant from doing more important things such as executing Demos for existing clients.
6		If the customer doesn’t reply the opportunity is closed in CRM.	It is up to the Consultant to decide when to contact clients personally but it does not make sense to run after every client to win the opportunity.
7		The customer orders the 30 days free trial license.	3. Order free trial license key message
8		A 30 days free trial license key is generated automatically.	4. Generate free trial license
9		The 30 days free trial license key is generated and stored in CRM.	4. Generate free trial license
10		The 30 days free trial license key is automatically sent to the customer.	5. Sent free trial license
11		Call client for Demo request is a User task.	User task to be completed in task list. Check the task
12		The customer then either requests the Live Demo or not.	This needs to be indicated in the User task in the Task list. In Camunda the Yes and No is defined with a Condition Expression that is referring to the field names from the previous user task "Live Demo executed?".
13		Time passes until the scheduled Live-Demo.	Until then the User task Live demo Executed remains in the task list of the Consultant.
14		A Ximiq Consultant executes the Live-Demo in a video call.	User task to be completed in task list. Check the task
15		Time passes until the 30 days free trial license expires.	Camunda is not doing much here as it is done automatically by the scenario 6.
16		A form to order the full license is sent automatically to the customer.	6. Sent License key order form URL
17		The customer then either orders the full license or not.	Event based gateway waits until one of the messages get triggered. Without any message triggering the token will remain at the gateway.
18		Ximiq waits for 14 days for an answer from the customer.	Going back to the client could be an option but that would stop the Consultant from doing more important things such as executing Demos for existing clients.
19		If the customer doesn’t reply the opportunity is closed in CRM.	It is up to the Consultant to decide when to contact clients personally but it does not make sense to run after every client to win the opportunity.
20		The customers order is received via form.	7. Order received message
21		The order is automatically registered in CRM.	7. Order received message
22		The price for the full license is taken from the CRM, which was calculated in scenario 1 and an invoice is created and sent automatically.	8. Create Invoice and send
23		The Consultant is checking the account manually.	This is a good control point to manage the revenues of each Consultant. User task to be completed in task list. Check the task
24		The customer then either paid or not.	This needs to be indicated in the User task in the Task list. In Camunda the Yes and No is defined with a Condition Expression that is referring to the field names from the previous user task "Confirm payment".
25		Ximiq waits for 30 days for the payment.	It is up to the Consultant to call the client or not.
26		If the customer doesn’t pay the opportunity is closed.	It is up to the Consultant to call the client or not, it always depends on the client portfolio situation of the Consultant.
27		If the customer pays, the full license key is generated.	9. Generate license key
28		The license key is registered in CRM.	9. Generate license key
29		The license key is automatically sent to the customer.	10. Sent license key
30		The process is on hold for 330 days.	Client can anytime get in touch with the Chatbot for questions or problems.
31		After 330 days a form to renew the license key is automatically sent to the customer.	11. Sent license renewal form URL
32		The customer then either requests the renewal or not.	Event based gateway waits until one of the messages get triggered. Without any message triggering the token will remain at the gateway.
33		Ximiq waits for 30 days for the order.	Going back to the client could be an option but that would stop the Consultant from doing more important things such as executing Demos for existing clients.
34		If the customer didn’t order the software request process is finish.	It is up to the Consultant to call the client or not, it always depends on the client portfolio situation of the Consultant.
35		The customer orders the renewal.	12. Renewing request received
36		Order is registered in CRM	12. Renewing request received
37		A Consultant then manually checks the account and updates the renewal date in the Task list.	Completion of the User task will notify automatically via Custom webhook - as there is an execution listener in the outgoing sequence flow - the last scenario which will then trigger the service task "Confirm renewal" and write back the new expiry date into the CRM system. User task to be completed in task list. Check the task
38		The customer then either pays or not	In Camunda the "Yes" and "No" is defined with a Condition Expression that is referring to the field names from the previous user task "Client made payment?".
39		Ximiq waits for 30 days for the payment.	Going back to the client could be an option but that would stop the Consultant from doing more important things such as winning other leads.
40		If the customer doesn’t pay the software request process is finish.	It is up to the Consultant to call the client or not, it always depends on the client portfolio situation of the Consultant.
41		The renewal is automatically confirmed to the customer.	13. Confirm renewal
42		The renewal is automatically registered in CRM.	13. Confirm renewal

Make (formerly Integromat) - Scenarios

In order to automate the above TO-BE BPMN process's service tasks and message events, Integromat was utilized to visually create, build, and automate the workflow. The workflow entails coordinating humans, resources, and information to achieve a specific objective. Each task or activity within the workflow relies on the successful completion of preceding tasks or the occurrence of specific events, such as receiving a lead from a potential client.

In Integromat, scenarios are created using the process engine and added to the "external task list". An external worker (here: IntegromatWorker) then queries the topic, locks the task, performs the necessary work, and completes the service task by communicating with Camunda BPMN engine. On the other hand, user tasks as well as some waiting times are directly handled by the BPMN engine.

Pre-Information for the Scenarios

Fetch and Lock and Complete Posts HTTP make a request modules

• Most of the below scenarios are used to communicate with a service task in Camunda BPMN engine.
• The communication is done within the module in Integromat called "HTTP - Make a request" in which the external worker is defined in the payload.
• The first HTTP module fetches and locks the data from Camunda BPMN engine.
• The topic name should be the same as in the external implementation topic name in the service task that needs to be triggered in the BPMN model.
• The payload looks like this:

• The second HTTP module completes the external worker's task and sents the information back to Camunda. The payload looks like this:

• Once a service task is completed Camunda proceeds with the next user task, service task or waits for an event to happen.

Message Post HTTP make a request modules

• The message intermediate catch event in Camunda serves as a waiting state for a specific message to arrive. In the scenarios further below, it is waiting for the message indicating the client's request for either, free trial license, yearly license, or renewal of license.
• Once the message intermediate catch event is triggered, Camunda captures the event and continues with the workflow.
• The HTTP make a request module should include the same message name as defined in the message intermatediate catch event in the BPMN model.
• The payload looks like this:

Filter used in Google Sheet Search a Row

• This filter assures that only the business key fetched and locked from Camunda engine via HTTP module make a request, is used when searching for a row in Google Sheet.

Filter between modules

• This filter is making sure before the completion of the scenario and the service task the business key received from Camunda via HTTP module "make a request" is also sent back to Camunda with the correct data from the same business key.

Custom Webhook registered in Camunda BPMN under the Sequence Flows

For scenarios 5, 10, and 13, there are Custom Webhooks modules available to trigger immediate execution of the scenario upon data arrival. This is achieved using the "Execution listener" in the BPMN Camunda engine to speed up the communication between BPMN and the external worker. The exact URL of the Custom Webhook module that needs to be notified is determined in the image below.

1. Start Event - Software request received

• When client decides to request the ADOIT software, they will fill in a Google Form as a starting point.
• The starting scenario involves watching for new rows in a Google Sheet, which serves as the CRM (Customer Relationship Management) system for Ximiq.
• When a new row is detected in CRM, a process instantiation is triggered via a REST call. This means that an instance of a process model in Camunda is created to handle the workflow for the new data.
• As part of the process instantiation, a new business key is generated. The business key is a unique identifier associated with the process instance and can be used for tracking or referencing purposes.
• The information related to the new business key is then sent via an external worker to Camunda. The external worker acts as an interface between the external systems (such as the Google Sheet) and Camunda, allowing for the execution of specific tasks within the workflow.
• Once Camunda receives the information about the new business key from the external worker, it can start managing the workflow according to the defined process model. The process instance can proceed with invoking the next external services task "Sent free license key URL".

Google Form

Scenario

CRM - Google Sheet Starting Data

• The Google Form only updates the fields in Google Sheet that are filled in by the client the other fields such as Price and Client ID and also License Key and Renewal Date are updated with the Module Google Sheet - Update a Row.
• Please note the License Key and Renewal Date will be explained later as they are saved in CRM in the later stage of the process.

Scenario Module Tools - Generation Business Key

Scenario Module Google Sheet - Update Client ID and calculate Price

Scenario Module HTTP - Make a request to Camunda

2. Sent e-mail with URL links

• When a new registry is added to the CRM system, a trigger is initiated.
• An E-mail is automatically generated using the "Gmail - Sent an E-mail" module.
• The scenario retrieves data from the CRM, such as customer information, order details, or any other relevant data.
• The E-mail is sent to the client without any human interaction. This step is automated, meaning that the system handles it automatically without requiring manual intervention.

Scenario

First E-mail to client with Google Form URL

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

3. Order free trial license key message

• The client is given the option to request a free trial license via Google Form.
• The "Watch New Row" module detects the new entry in Google Sheet.

Google Form

Scenario

4. Generate free trial license

• The free trial license is being generated using a UUID (Universally Unique Identifier). A UUID is a unique identifier that ensures each generated license has a distinct value.
• After generating the free trial license with the UUID, the generated license information is written back into the CRM system.
• Writing the license information back into the CRM allows for proper tracking and management of the free trial licenses. It ensures that the generated licenses are associated with the respective clients or organizations.
• The CRM system can store the generated license information, including the UUID, client details, and any other relevant information tied to the free trial license.

Scenario

CRM - Google Sheet Free Trial License

5. Sent free trial license

• Here a Custom Webhook is used to trigger the scenario as soon as data arrives from Camunda BPMN engine.
• All the relevant information for sending the e-mail are retrieved with the module Google Sheet search a row.
• Once the information is retrieved, Camunda proceeds with the workflow and uses the obtained data for the next user task "Call client for Demo request".
• As part of the workflow, an E-mail is automatically sent to the client immediately as soon as the preceding scenario is finished.
• The E-mail content is composed using the retrieved details from the CRM system, and it includes the generated free license key.

Scenario

E-mail Free Trial License Key

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

6. Sent License key order form URL

• The client has a 30-day free trial license and once it is expired this scenario calculates with the module "Tools" the number of remaining days.
• It calculates today minus the license start date and defines if it is expired or not and filters in between the modules.
• Once the remaining days are zero, an E-mail is automatically sent to the client.
• The E-mail contains a URL that directs the client to a Google form where they can order the one-year license key.

Scenario

Scenario Module Tools - Calculation Free Trial License duration

E-mail Expiration Free Trial License

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

7. Order received message

• The client is given the option to request a one-year license key, which is no longer free.
• If the client decides to proceed with the one-year license key, they fill out a form indicating their intention.
• The "Watch New Row" module detects the new row or entry in the CRM system.

Google Form

Scenario

CRM - Google Sheet License Ordering

• The Invoice Number as well as the document ID is written into the CRM system in scenario 8 but in the below print screen it is already visible.

8. Create Invoice and send

• With the retrieved information, the scenario proceeds to create an Invoice Number, which is done with generating a unique identifier and using the same variable as in business key (b_key) creation.
• Additionally, the scenario generates a Barcode associated with the invoice. This Barcode serves as a reference for scanning purposes.
• The Barcode is saved in Google Drive. This step ensures that the Barcode is securely stored and can be easily accessed or referenced later in the payment information.
• The scenario continues by creating an invoice using the generated Invoice Number and Barcode. The invoice contains relevant details such as client ID, product name, pricing, and Invoice Number.
• The created invoice is saved as a PDF file. This allows for easy sharing, printing, and archiving of the invoice document.
• The scenario writes back the Invoice Number and the document ID of the saved invoice in the CRM system mainly for tracking and reference purposes. See the CRM - Google Sheet License Ordering print screen in the previous scenario.
• An E-mail is then sent to the recipient, attaching the generated invoice as a PDF file.

Scenario

Scenario Module Barcodes - Generate Barcode and save in Google Drive

Scenario Module Google Documents - Create a Document with Barcode (Thumbnail Link)

Scenario Module Gmail - Sent an e-mail including Invoice attachement

E-mail sent with Invoice

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

Invoice created with Price and Quantity information

9. Generate license key

• The client decides to purchase a license key after paying for it.
• Once the payment is confirmed by the Consultant, a full year license key is generated automatically.
• The generated license key is then written back into the CRM system.
• The license key is associated with the client's credentials in the CRM system, ensuring it is properly linked to the client's profile.

Scenario

10. Sent License Key

• Here a Custom Webhook is used to trigger the scenario as soon as data arrives from Camunda BPMN engine.
• With this scenario the license key is retrieved from the CRM and sent via E-mail to the client immediately as soon as the preceding scenario is finished.
• The E-mail content is composed using the retrieved details from the CRM system, and it includes the generated license key.

Scenario

E-mail License Key

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

11. Sent license renewal form URL

• After 330 days - just 30 days before the expiration of the yearly license key - this scenario automatically sents a renewal licens URL link to the client via E-mail.
• The E-mail content is composed using the retrieved details from the CRM, and it includes the price information to be paid, if renewal is requested.

Scenario

E-mail Expiration License Key and Renewal URL

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

12. Renewing request received

• The client is given the option to renew the existing one-year license key.
• If the client decides to renew the license key, they fill out a form indicating their intention.
• The "Watch New Row" module detects the new row or entry in CRM.

Scenario

Google Form

CRM - Google Sheet Renew License Key

13. Confirm renewal

• Within this scenario once data arrives from the previous user task completed, Camuda engine will notify the external listener and trigger immediately the scenario. In this case it is a user task in which a new date is confirmed or not.
• If the Consultant confirms the renewal of the license then this scenario is formating the date and writting it back to the CRM system.
• Once the previous modules are done the client receives within this scenario an automatic confirmation E-mail with the new expiration date.
• The E-mail content is composed using the retrieved details from the CRM system, and it includes the newly formated expiration date.

Scenario

Scenario Module Tools - Set variable Date to String

Scenario Module Tools - Set variable Fromat Date

E-mail Confirmation renewal of License Key

• The e-mail always refers to the Chatbot in case the client has issues or questions they can get in touch with the Chatbot.

BPMN User Tasks

Data received from preceding Service Task

Call Client for Demo Request as a first Contact point and confirm

Execute Live Demo and confirm

Confirm Payment and new expiration date

Confirm Payment and Renew License

Form Field Name in Camunda BPMN

Data used from User task form in Service Task Scenario in Integromat

Chatbot

The Chatbot helps to solve any potential problem the customers may face throughout the sales cycle using an interactive frontend website. These are issues such as:

• Accessing ordering forms for our software license: trial, purchase and renewal
• Difficulties to use the software
• Licenses were not sent to the customer/ didn’t receive/lost them
• The customer needs to talk chat/video call with us
• The customer doesn’t receive/understand our invoices

Solutions were mapped all along sales cycle to ensure the customer always gets an answer. More than 17 different type of problems were identified with at least 4 different inputs from the customer.

Here are some chat hisory examples:

The following tools were used:

• Frontend using WIX.com website and HTML code to add Kommunicate.io as a widget
• Chatbot Interface using Kommunicate.io
• Webhooks using Make.com to Fill Google sheets, search rows and use Reponse fulfillment
• Chatbot natural language understanding platform using Google Dialogflow

The following automations were done:

• Provides user Manual to Customer - integrated link
• Records Company ID and E-mail in Google Sheets for Customer Service get in contact with client
• In case the customer urgently needs assistance, it automatically handsover the conversation to a live agent using Kommunicate.io.
• Provides customer's trial license in case they didnt get it, using search rows and response fulfillment
• Provides an appointment scheduler using Google Calendar in case customer needs to reschedule or missed the live demo - integrated link

WIX.com

The customer will see a user-friendly frontend which is desigend using Wix.com. The chatbot interface is fully managed by Kommunicate.io and it's embedded into Wix.com using HTML Coding.

Kommunicate.io

Kommunicate.io manages the Chatbot interface between Wix.com and Google Dialogflow. We have managed to implement a smart way to handover chat conversations to a live agent should the customer request it or given words expressing discontent such as: “frustrated” or “urgent”

make.com

Using Custom Webhooks in make.com, we have managed to capture the Client ID which is then used to respond to queries in real-time. For example, should the customer forget about their trial license, they can ask the chatbot directly to provide it by using their Client ID. This is possible thanks to the feature “Response fulfillment” looks for and matches the Client ID in our Google Sheet database. The customer receives an answer immediately in the chatbot, avoiding to contact a live agent.

Dialogflow

Dialogflow is the natural language platform which makes the chatbot possible. We created more than 17 different intents to ensure the customer gets as many problems as possible solved directly in the chatbot without the need for contacting a live agent yet, we made sure that sentiments are well take into account so that a person can join the chat at anytime should the customer run into any “frustration”. Please see the demonstration video to explore this feature.

Google Calendar, Google Forms, Google Sheets

We also integrated directly in the chatbot the option to schedule or reschedule live demonstrations or a live meeting with our Consultants. This is useful when the customer wants to better understand our solutions, when they missed a demo or if they simply need to change a live demo date or time.

Conclusion

Any organization must optimize its processes, but this is especially true in the consulting sector where value-added activities are of the essence. A streamlined and successful consulting process enables consultants to make the best use of their time, focus on offering strategic insights, generate more leads and turn them into customers, which promotes sales and ultimately business growth.

Throughout the process with Ximiq, we understood the significance of integrating a clear workflow and process automations using many of the tools learned during our class Digitalizing Business Processes. An extensive analysis was conducted, beginning with an understanding of the process AS-IS, pin-pointing the inefficiencies, and concentrating on the opportunity for improvement. In order to offer a visual picture of the current activities and aid identify bottlenecks and opportunities for streamlining, we used a Business Process Model and Notation (BPMN) process.

In Ximiq's sales process, our analysis revealed enormous waste, including manual operations that provided no added value to the customers, the potential of consultants and accountants lost, and excessive processing time. We discovered that providing accurate pricing information, automated trial license keys, and consultant demos added the most value and were key to test the solution and drive business.

To address these issues, a lean and streamlined process was proposed, aimed at better resource allocation, particularly given that sales engagement was being handled entirely by consultants who were focused on manual activities which were adding no value to the customer. Key improvements were made in automating several tasks, and a Chatbot was implemented to manage queries from clients, freeing up consultants' time to focus on value-added interactions. A structured workflow was put in place to ensure timely client communication and follow-ups, especially after the 30-day trial phase. We also proposed to automate various accounting tasks to further increase efficiency and reduce waste on Ximiq’s back-office team.

Should this process be implemented by Ximiq, it may have a revolutionary effect. The flow efficiency, calculated as Value Added Time divided by Process Lead Time, has greatly increased, despite the fact that we are unable to determine the precise amount of time spent on each user’s job. Ximiq may foresee a potential rise in lead conversion due to the increased quality of consultant-client interactions.

In conclusion, Ximiq's process optimization highlights the significance of consultants concentrating on value-adding tasks and generating new business. It exemplifies how taking a strategic approach to process improvement may lower waste, boost productivity, and eventually boost sales and profit.

Suggestions

The solution, however, requires several changes from Ximiq's side, such as modifying the lead creation trigger points. The various providers should have the same link to a common form, enabling automatic updates in the CRM system. Another crucial aspect that has not been included in the solution due to the absence of real data and a connection is the integration of an E-mail notification when the client makes a payment. Typically, banks send notifications that can be read using a module called "Gmail - Watch E-mail" and subsequently processed within the workflow. Similarly, the Live Demo scheduling form could also be integrated into this BPMN workflow. For the chatbot questions, a role needs to be defined in addition. This agent should be able to manage the open questions from the clients.

List of Artifacts and Presentation

Artifacts:

1. BPMN-Files (AS-IS & TO-BE)
2. MAKE-Scenario Blueprints (.json)
3. Workflow-Documentation Video (download)
4. Chatbot-Documantation PPT (download)
5. Chatbot-Documantation Video (download)
6. Final Presentation PPT