0:00

My name is Connor McGrath. I'm digital

0:02

marketing assistant here at FlowForma and I'll be

0:05

your host for today's session. Today

0:07

I'm delighted to be joined by my fellow FlowForma colleagues, Dorte Eriksen,

0:10

who's Head of Customer Success and Bogdan

0:12

Balan who's our Product Analyst. To

0:16

give you some background of our customer success team,

0:19

they're in place to help support our customers on

0:21

their journey to no code process management and

0:23

they provide onboarding help, user training

0:25

and much, much more too . So

0:29

welcome guys and thank you for carving

0:31

out some time today from your busy schedules to

0:33

join me.

0:35

No problem.

0:37

Okay, so here at FlowForma, we've been

0:40

working remotely now for 9

0:42

or 10 weeks I suppose at this stage.

0:44

And we've been relying heavily

0:46

ourselves on internal processes and structures

0:49

that we need to adjust

0:51

to the new working environments that we're all

0:53

facing at the minute. I suppose

0:55

over the next half an hour we'll share with you how

0:59

our customers are being prepared

1:01

for the new normal and rapidly digitizing processes

1:04

to cope with business change at this time.

1:10

So let's get started I suppose. First

1:12

off, I want to discuss the urgency of projects

1:14

which has been brought forward due to Covid-19 and

1:17

Dorte, I might start with you on this, could you

1:19

tell us a bit more about the urgencies that businesses are

1:21

facing right now?

1:23

Yes, I certainly can. So I

1:26

want to just mention here to begin with that

1:28

I've had the pleasure over the years of welcoming

1:31

on board , pretty much all of our customers

1:33

here at FlowForma and

1:35

to make that as structured

1:37

as we could, we rolled out an

1:40

onboarding program, we call SureStart, so

1:42

that's been in place for quite some time.

1:44

It's changed over time. That's

1:47

been based on feedback from customers,

1:49

but it's also been based on trends

1:52

and that's what's actually causing some

1:54

changes at the moment. All in

1:56

a very, very good way. So the

1:58

goal remains the same. It's

2:01

to help all of our customers to

2:03

achieve process digitalization

2:05

as quickly and efficiently as possible.

2:08

And that's something you Bogdan and have been

2:11

working on in FlowForma from

2:13

the time you basically joined us. So you work

2:15

with a lot of our customers, especially

2:18

new customers, right?

2:20

Yes. I have let them trial first the program to

2:24

have them get the first process live . This

2:27

process used to take a couple of months

2:30

and we would have one or two work sessions

2:32

with a customer every week, we

2:34

would be working together, so essentially

2:36

coaching the customer to build

2:38

out the first process.

2:40

Right. But recently that's changed

2:42

quite a bit because things are so urgent

2:45

at the moment with the pandemic I suppose.

2:48

Yeah. So right now customers urgently

2:50

need processes digitalized. We

2:53

will talk about what the actual processes are

2:55

later but yes, it's urgent.

2:58

Customers are thinking in weeks , not months.

3:01

Because of the current pandemic?

3:03

Yes, it is because of the Covid pandemic with

3:06

the new normal staff is forced to work from home, and

3:09

there are other scenarios such as construction industry

3:11

where staff is coming back to work. Also

3:14

because of the pandemic restriction in society

3:16

change quickly. Therefore processes

3:19

must adapt and there's very little time to

3:21

prepare. So the quick turnaround,

3:23

it's critical.

3:25

That obviously means we've had to also

3:28

change the way we work in the customer

3:30

success team . So as Bogdan mentioned

3:33

there, we generally coach customers

3:35

when we're working with them on a SureStart here, but

3:39

let's look at what we do in terms of new

3:41

customers at the moment.

3:44

So , it's more of an 'implement

3:47

our process and teach us later' approach. We

3:49

agreed to overall requirements quickly

3:52

and we take care of the implementation. We

3:54

spent less time perfecting the processes

3:56

because they know it can be changed later.

3:59

It's a matter of getting it live, now. For

4:01

example, if staff need to get back to a construction

4:04

site on Monday and we have two days to

4:06

prepare, there is no time to waste. Obviously

4:09

there are still customers who have time

4:11

to stay involved and learn and in many

4:13

cases they still have the sense of

4:15

urgency. So for that we

4:18

increase the number of weekly work sessions and also

4:21

new customers in recent months have got the

4:23

first process live much quicker, we are

4:26

talking two to four weeks, not months

4:28

like before.

4:30

And an important note that is

4:32

that it can be done a lot quicker

4:35

than that. So we've turned

4:37

requirements into processes in

4:39

just a matter of days recently.

4:41

Because like Bogdan just

4:43

said there sometimes that is exactly

4:45

what's needed, a new requirement

4:48

from society comes into place and

4:50

a process has to be live. So

4:53

we're also helping existing customers

4:55

with new processes at the moment Bogdan.

4:58

Yes, most existing customers

5:00

tend to implement their own process, but

5:03

they still also have the urgent

5:05

requirements and don't always have time. So

5:07

they handled the main requirement, often

5:09

on a call, we try to agree

5:11

that they keep it simple to avoid any delays.

5:14

We do the build, they test it and they

5:17

go live within two days.

5:19

Simple as one, two, three. And

5:22

look, this is not just a matter of temporary

5:25

processes. So we're not building

5:27

out processes that are gonna end up being

5:30

put aside after this. We're really just

5:32

helping all of our customers to prepare

5:35

for a new normal.

5:37

Yeah. And I suppose then there's a number of processes

5:39

which our customers have been looking to implement during

5:41

this time. Maybe you could tell us a bit

5:43

more about that Dorte and about these

5:45

different processes.

5:47

Yeah, we can. So it's

5:50

not exactly business as usual

5:52

right now. At least not business the way

5:54

we knew it in the past.

5:56

So what we see in terms of

5:58

processes is something that I would say

6:00

to a large extent would have happened

6:03

anyway because all

6:05

of the customers we're working on, they

6:07

were already on a journey to

6:09

digitalize their processes.

6:11

And as we already discussed, this had to

6:13

be fast tracked because some new processes

6:16

are required , they have to be in place. But

6:19

we see some trends within different

6:21

industries in terms of what is

6:23

necessary. And I think it might be interesting

6:25

to just have a look at the healthcare

6:27

industry first.

6:29

Yeah, that's right, Dorte. We

6:32

worked with a number of hospitals for instance and let's

6:35

look at it first. One of the hospitals

6:37

we work with have been digitalizing processes

6:39

over the past few years, but there was still

6:41

paperwork in the hospital. This

6:44

isn't great because the Corona Virus can survive

6:46

on paper. To adapt, they

6:48

got more users on board and really rolled

6:51

out processes.

6:53

And that reminds me that in this

6:55

particular scenario here they

6:57

had new staff who needed to help roll out

6:59

processes and needed training. So

7:02

we've actually set up a training schedule

7:04

for the rest of the year just to make it easy

7:06

for you guys to sign up for additional

7:09

training if there's a need for that. So

7:11

we can very quickly get new staff

7:13

up to speed on how to implement processes

7:15

as well.

7:18

Yeah , that's right. And we can help

7:20

with process accelerators as well. So

7:23

another hospital started to see patients

7:25

arrive with paper-based files from the

7:27

outside world. This hospital

7:29

has already eliminated paperwork

7:32

internally , so they needed a way to allow documents

7:35

and files to be uploaded in advance.

7:37

But without giving people access to

7:39

their system. For that, we quickly

7:41

got them set up with what we call

7:43

FlowForma Engage. This way they

7:45

can provide the link and allow what's essentially

7:48

an anonymous user to upload documents.

7:51

Yeah, that's right. We've

7:53

also seen some rather specific

7:56

requirements, especially within the construction

7:58

industry. And to be honest, that's

8:01

something that I think will become relevant

8:03

for other industries as well when

8:05

they start returning to

8:07

work places and so on.

8:11

Yes , the construction industry is trying

8:13

to remobilize staff. They are

8:15

coming back to the workplace and they

8:17

need to sign off on new guidelines such

8:19

as social distancing, coffee breaks, use

8:22

of mugs, et cetera . And

8:25

as there are still risks, the last thing you want

8:27

is to hand them a piece of paper

8:29

to read and possibly sign. So

8:32

we have helped them put digital processes

8:34

in place and for example, or for

8:37

instance, starting projects up again

8:39

and there might be reviews to be done on

8:41

it to ensure we have the right people there. Some of

8:44

them might not be there anymore. It's

8:47

mostly just checklists but a good

8:49

way to save time.

8:51

I'm sure you can all see how that is

8:53

going to be necessary in other industries

8:55

as well when people start returning to offices

8:58

and so on. And then we

9:00

were also just reminded really a few days

9:02

ago that the springtime means

9:04

audit time, especially within

9:06

the professional service industry.

9:09

And that's something we have started

9:11

some work on with customers as well, Bogdan.

9:14

Yeah, and a right now, most offices

9:16

are closed or only allow a few people

9:19

there. So audits have to be completed

9:21

remotely. So we just had the request

9:24

to add a couple of steps with extra documents

9:26

just to ensure everything was in one place.

9:28

This just makes it easier when you can't

9:31

have the auditor there in the office. And

9:33

I am sure this is something that will be left as

9:35

an option in the future as well.

9:37

Yeah, saving this space so that you

9:39

can do remote orders. So it's a brand

9:42

new world. And then of course sometimes

9:44

it's also just the things that we hadn't

9:46

even really thought about.

9:48

Yeah, exactly. We had the customer get

9:50

in touch earlier in the pandemic. They soon

9:53

had staff working from home and they needed supplies,

9:56

you know, a new headset or whatever. Normally

9:59

they have a process where this is ordered centrally,

10:02

but it's no good having orders delivered to

10:04

an office with no staff. So we've worked with

10:06

them on getting a new process in place quickly.

10:08

Now staff can get supply orders approved

10:11

and sent home.

10:13

Hmm . Yeah. So that you're not sitting there

10:15

without a headset all of a sudden it's a lot of chains.

10:18

It's quick turn arounds that are needed

10:20

here for all the companies that we work

10:22

with. And this is really just

10:24

preparation for whatever the new normal

10:26

is going to be.

10:30

Yeah. And I suppose then having the tool that

10:32

allows remote access is absolutely

10:35

vital right now given everything that's going on and

10:38

I suppose, Dorte, what sort of benefits

10:41

and advantages do you find that users

10:43

have with this functionality and that are available?

10:47

Well, there is certainly something very

10:49

convenient about using systems

10:52

that you can access from anywhere. So

10:54

where the version of FlowForma most of

10:56

our customers would be on is basically

10:59

accessed via Office 365. So it

11:01

doesn't really matter if

11:03

you're in your office or if you're working from

11:05

home or so on. And

11:07

you know, we would have found that in some companies

11:10

it's difficult to just start up a new

11:12

project. In other companies they've

11:14

been preparing for this before

11:16

because you would have had staff sitting in Europe,

11:19

some in the States, some in New

11:21

Zealand or wherever, they are all working together. So

11:24

we found that a lot of our customers,

11:27

they were already okay with this having virtual

11:29

meetings to look at requirements,

11:31

accepting that there are geographical

11:33

distances to look at and so

11:36

on. But it certainly does

11:38

make it easier when you are

11:40

using Cloud-based software. And

11:42

that's something we're therefore working with a

11:44

few of our existing customers on,

11:47

at the moment.

11:49

Yeah, correct. So as you mentioned, we have a couple

11:51

of customers now trying to fast-track

11:54

their migration from FlowForma on-premise

11:56

to FlowForma Office 365. We

11:59

have built tools to make the transition as easy

12:01

as possible and we work together

12:03

with the customers to get them migrated. It's

12:06

not a two day process, but we

12:08

expect to have a number of customers migrated

12:10

before the end of the summer. To

12:12

tell you the truth, we didn't expect that to happen

12:15

until the end of the year, at the earliest.

12:17

Yeah. And look, we've touched upon it

12:19

earlier as well, but there's also a

12:21

higher demand for being able

12:23

to start processes outside

12:26

of your actual system . So without giving

12:28

them access to your system.

12:31

Yes. And it's very timely that we

12:33

just released the new version of our FlowForma Engage module.

12:35

Which is

12:38

basically a module that allows

12:40

you to start a process

12:42

in an anonymous way, filling in a

12:44

step.

12:46

Yes, that's right. It could be a manufacturer

12:48

filling in a specification document or

12:50

a patient filling in the

12:52

personal and medical information, before attending

12:55

the hospital or someone requesting a prescription.

12:58

There are so many examples, but key to this

13:00

is that they are not users in your organization.

13:03

Once they submit the form, they get a thank

13:05

you email, but then, it's over to you. The

13:07

form is now in your system and you can

13:10

approve it or assign it to someone who

13:12

needs the information or whatever you need.

13:15

You can even send it back to the user asking

13:17

for more information. Then they

13:19

open up that part of the form, but everything

13:21

else stays in your organization. It

13:24

makes it so easy to avoid any paperwork

13:26

being sent. Especially, it's

13:28

handy because a lot of people these days

13:30

just don't have a printer or scanner at home.

13:34

That's very true. There are

13:36

so many examples where this

13:38

could come in useful and we're obviously

13:41

not going to be able to cover all of those

13:43

examples right now, but

13:45

if that's something you want to talk to us in more

13:47

detail, then you are most welcome

13:49

to get in touch and we

13:51

can demo this to you, we can talk you through examples

13:54

and so on. We also have a lot

13:56

of process accelerators which Bogdan mentioned

13:59

earlier on so we can share ideas

14:01

with you. I mentioned we run

14:03

training courses and that's not just on

14:06

getting started with FlowForma, we're

14:08

running a series of more

14:10

topic-based training courses as well

14:12

actually starting this week. And

14:14

that's something you can sign up for if you're interested.

14:17

They're just short little sessions. But

14:19

to help you with some of those

14:21

topics that just may not be as

14:23

simple as just going in

14:25

and reading a document. So we

14:28

can help you with all of that. Now

14:31

just a few points there in terms of

14:33

trying to cope with a pandemic situation

14:35

like this, we have obviously looked

14:38

at how you can empower your staff

14:40

to work remotely and try

14:42

to facilitate that they get access to

14:44

everything they need. So I think it

14:46

was a very good example there that Bogdan

14:48

mentioned with auditor's needing access,

14:52

you know, how do you actually do that when all of a

14:54

sudden they can't come into your organization?

14:57

They can't just access

14:59

all the documents that they normally needed

15:01

and folders and so on. So having

15:03

everything in one system is

15:05

certainly going to make that a lot easier

15:07

there as well. And then, you

15:10

know, we've mentioned it a couple of times there. We do

15:12

have some process accelerators. What

15:14

does that mean really ? They're basically just

15:17

pre-canned processes if you

15:19

will. So processes we've built

15:21

as samples, we can import

15:23

them into your system and you would

15:25

be able to modify them slightly if you needed

15:28

to, but they've been created to be

15:30

as generic as they can. So

15:32

we've got one for instance to allow

15:35

your staff to get back to work. So

15:38

that would be something where they might need to

15:40

answer questions about whether or not

15:43

this is going to be a particular risk

15:45

for them being there, if they have preexisting

15:47

medical conditions, making sure

15:49

that they actually feel well at that

15:52

point in time, you know , making

15:54

sure that we have emergency contact details

15:56

in case anything happens, and that,

16:00

you know, we have the ability

16:02

to start projects again, Bogdan

16:04

mentioned that earlier as well. We're working with

16:07

customers on that at the moment. That

16:09

could be a situation where some of the staff

16:11

have moved on or aren't there anymore.

16:13

So we need to be able to look at all of

16:15

that. And we have all

16:18

these process accelerators that we can

16:20

very, very easily share with you if

16:22

that's of any interest.

16:25

Okay. I think you've really outlined some

16:27

key points there , both of you.

16:30

And there's some great insights then as well

16:32

and how the companies are reacting to the new

16:34

normal and to business change throughout the different

16:37

industries as well, that you've outlined. And

16:40

I think then maybe to double down on some of the points

16:42

that you've made, I'd just like to share this

16:45

customer quote we received recently

16:47

, and it outlines their relief

16:49

at being digitized at the minute

16:51

and the peace of mind that has brought to them during the pandemic

16:55

and this is from Touch Community Services,

16:57

which is a not-for-profits organization

17:00

in Singapore. So it's great to get that customer

17:02

feedback too . And , it

17:04

just gives a bit of an insight then, as

17:06

well as to how COVID-19

17:10

has hit us all. If you were digitized

17:13

beforehand, you're probably in a better

17:15

place at the minute as

17:17

well. So it's great to get that customer feedback

17:20

too . Then;

17:27

I know our customers mentioned before, there as well on the previous

17:30

slide Dorte, that I think

17:32

it would be useful then to have a quick recap today

17:35

and ask why business maybe should look into going

17:37

paperless at this time and why

17:39

digitization is probably now and you know, just to double

17:42

down on that feedback we've got then as well. And

17:44

then just to sort of recap on

17:46

some of the points that you've made then today too .

17:50

Yeah, of course. Sorry. It's

17:52

really just a matter of making sure that you comply

17:54

with all those regulations that are

17:57

being outlined in our different societies

17:59

out there. So, that's the key point.

18:02

If you know that you have to make

18:04

sure that your staff can keep a certain distance

18:06

and so on. It's important they are aware

18:09

of it and if you have a process they can read,

18:11

they can sign and let you know

18:13

that they've understood this before they return

18:15

to work, then you have evidence that you

18:17

are doing everything you can to

18:20

comply. You will have situations

18:22

still of having to have staff work remotely.

18:25

So at least in some countries

18:27

when you're trying to open up society again,

18:29

staff who can work from home will be asked to

18:31

continue to do so. Or there could

18:33

be situations where that isn't the case, but maybe

18:36

some staff are at higher risk

18:38

of contracting the virus and

18:41

therefore will still be working from

18:43

home and you might need a process in place

18:45

to say that that is the case and such and

18:48

such . We'll still be working from home, whereas

18:50

the others are going to be in the office or you

18:52

might only have some people in the office at

18:54

a time and so on. And a lot

18:56

of this is really just also

18:58

to make sure that we're ready

19:00

if there's ever going to be a situation

19:02

like this again and hopefully

19:05

nothing like this - in severity like

19:07

this - is going to hit us in the near

19:09

future again. But it is much

19:11

better to be prepared. And I think it

19:13

really hits home what Touch Community

19:16

Services there was saying; that they

19:18

were already prepared for a lot

19:20

of things: working from home and so on.

19:22

And they were glad they had a digital

19:25

system in place already. But it

19:27

doesn't change the fact that there

19:29

was still some changes to be made in the processes.

19:32

Okay. Well I'm sure our audience

19:34

today have gained some real insights and benefits

19:37

and we might take some questions from them

19:39

now and just in our questions and answer

19:41

session here. So,first off,

19:45

I just have a question

19:47

here. So it's from Lisa

19:49

and she is asking more about

19:51

FlowForma Engage and how that works

19:53

exactly. Maybe Dorte,

19:55

you could share a little bit more about FlowForma Engage

19:58

and how our customers have been using thus during the pandemic

20:01

if you can please.

20:02

Of course. Yeah, so FlowForma Engage as

20:06

such is not new, but Bogdan

20:08

mentioned earlier that we have actually just

20:10

had a release about a month ago

20:13

where this was built into the Office

20:15

365 version.

20:17

But what it allows you to do is

20:19

essentially have someone who is not

20:22

within your organization, fill

20:24

in information in a form. So

20:27

you could have sent them a link or published the link

20:29

on your website and they go ahead and

20:31

fill in the form. And when they

20:33

submit that, then that's when it

20:35

hits your organization and you can

20:37

go in and approve it or direct

20:40

it to the right people, whatever you need to do.

20:42

So in a hospital setting for instance,

20:44

you might need the person's personal information before

20:47

they come to the hospital. You don't want

20:50

them hanging around having to tell you all of

20:52

this and for you to write it down so

20:54

you have them actually submit this information

20:57

upfront . There are many, many other uses of

20:59

that and not all related to

21:01

the current pandemic situation. We've been

21:03

using this for years for many,

21:05

many other purposes. But that's

21:07

essentially what it allows you to do. And

21:10

we also have the option within that of

21:12

using secure access in case

21:14

you actually need more information

21:17

from that particular person again,

21:19

so you can then send them a link and ask

21:21

them to upload additional

21:24

documentation or fill

21:26

in more information so you can

21:28

interact with that particular

21:30

person.

21:33

That's great. Thanks for that Dorte. And

21:35

I just see, we've got a couple of questions

21:38

coming in here. So there's

21:40

another question here. Someone's asking

21:43

what are the adoption rates like with

21:45

FlowForma Process Automation and

21:47

they'd like to know , if end

21:49

users get to grips with the product quickly

21:52

or how quick would that be

21:54

normally? Maybe Dorte, you could give

21:56

us some insight on that too.

21:59

Sure, the adoption rate is generally very

22:01

high, so it's a no-code solution

22:03

for those who are actually going to be building out the

22:05

forms. So as

22:07

long as you understand your process,

22:09

it is, generally speaking, a matter

22:12

of going in and identifying what's

22:14

going to be where in that particular

22:16

process and creating

22:18

the questions and so on. There's absolutely

22:20

no-code and from that point

22:22

of view, that's very, very simple. But

22:25

then when you roll it out to your actual end users,

22:27

all they really see in front of them is

22:29

a web form. So anyone is familiar

22:32

with that. You know, you will book flights and hotels

22:34

and so on before it's really no different

22:36

than that. You're filling in all the fields.

22:39

Some of them may in fact be filled in for you

22:41

already because it might identify

22:43

that because your name is Dorte Eriksen,

22:45

then you are such and such and the

22:48

person who's supposed to approve your request

22:50

is going to be whoever that is. So,

22:52

that will already help with some of that information,

22:55

which is the same way as when you're logged in already

22:57

and you're trying to book a flight. It knows your name, but

22:59

knows your address and so on. From that

23:02

point of view, it's a recognition of something

23:04

that you really know already and users

23:06

are finding that very, very easy.

23:10

Okay, that's great . And I just see

23:12

as well we've a question in here: we need

23:16

a lot of agility in our business right now.

23:18

And there's a question here asking,

23:22

is it easy to adjust processes

23:24

in FlowForma as the business

23:26

requirements change?

23:29

It absolutely is, yes. And

23:32

Bogdan touched upon that earlier as well, saying

23:34

that at the moment some companies

23:37

are not necessarily looking at perfection

23:39

because if you have staff returning

23:41

to work on Monday, you've got

23:43

a couple of days to get process in

23:45

place and not everyone

23:48

who needs to be involved in that process

23:50

will even be there right now. So it simply needs

23:52

to get done. And then when everyone

23:55

is back on Monday, we've had a day

23:57

or two to work with this, well then we go

23:59

in and make whatever modifications are necessary.

24:02

So a lot of it is actually a matter

24:04

of drag and drop. But no matter what, it's

24:06

very easy to go in and make changes

24:08

to this. That's also what, for instance, someone

24:10

like Touch Community Services would have seen if they suddenly

24:13

needed additional steps put into the

24:15

processes. They didn't even need our help

24:17

on that. They were able to just go in and do

24:19

that on their own and say, yeah, this

24:21

is where we need an additional approval step

24:24

because we no longer have these people in

24:26

the same office or whatever the case

24:28

might be. So it's very, very

24:30

quick and easy to do.

24:32

Yeah. And having that agility right now is absolutely

24:34

vital I think for businesses too. And I think that's

24:36

a very good point, Dorte, and

24:39

there is quite a few more questions coming in,

24:41

but we might wrap

24:43

it up there because I've got a small

24:45

bit of housekeeping. But

24:48

first off , I'd like

24:50

to thank you both for

24:52

your time today, both Dorte and Bogdan . I

24:54

think that was really insightful and I think there'll be loads

24:56

of tips and hints in there for our

24:58

audience today. I

25:01

should quickly mention that we've recently

25:03

launched our COVID-19 Center, to help

25:06

you during this pandemic and

25:08

this period of rapid change. So

25:10

if you visit our website, you can find

25:12

out more about that and our

25:14

exclusive collaboration bundles; we've

25:17

just launched as well. So

25:20

we've got a few more extra questions there, but

25:22

I think we might let our customer success

25:24

team get back to their busy

25:26

schedules and helping our customers. Thanks

25:29

everyone for attending and have

25:31

a great day everyone. Bye now.