weitkae

Do your workflows say Hello and Goodbye?

Blog Post created by weitkae Employee on Mar 22, 2017

There are few things more frustrating than a business-critical workflow that doesn’t let anyone know when it starts, when it ends, and what the final result is. If your workflows don’t give an immediate response to the originator*, they are likely to decide that the system failed and resend, or try another system to start the process again.

 

Imagine the poor person in the field who filled in a form but can’t tell if anything started. They click the submit button a couple of times before giving up on the form and emailing in a request. If they still don’t get a response, they finally call in their request with the security of knowing that they talked to someone directly. The end result is at least 5 parallel requests for the same action. The next time that person needs the same outcome, they’ll likely skip the form and email and go straight to the phone. As a result your workflow is abandoned because no one is going to trust their project and their next performance review to a tool that doesn’t appear to do anything.

 

The same problem is true for workflows that don’t let the originator know what the final result is. If your workflow includes reviews by other people, it may not finish for several hours or days. Without a sense of closure, the originator is likely to follow up on their initial request, interrupting everyone involved in the quest to find out if their request was handled.

 

In the Nintex Workflow Cloud templates we include an immediate “Hello” email back to the originator to verify that a workflow has actually started. We also send a final “Goodbye” email right before the workflow ends explaining what the results are. The upshot is that the originator has confidence that a workflow is underway, and the reassurance that their request was processed.

 

*Interestingly, if you give feedback too quickly, such as a popup in response to clicking the Submit button, your customers may believe that they have just received a response for the click rather than an actual result from the app.

Outcomes