Digital transformation just got a whole lot easier

Every organisation discusses the importance of a great customer experience (CX). So why are so few organisations delivering on this? I don't believe this is because of a lack of desire to do this, but it demands significant change and is not something that happens overnight.

So what next? Launch a digital transformation programme that is likely to be disorderly, time-consuming and not to mention expensive. I've been researching other options for delivering great CX and found one worth talking about.

The low-code option is fast, cost-effective and non-disruptive

Low-code-powered transformations focus on enhancing and improving systems and processes that you already have in place, making them less time-consuming and costly.

Another great thing about the low-code option is that it can be broken down into individual processes and improvements.

Let's talk about these low-code ways to add to huge, sweeping change across your organisation.

1. Accelerate your customer onboarding process

The typical customer onboarding process is clunky, manual and inefficient. You need to capture data from the customer, process it and file it in your CRM. Many organisations may hold data in several places between Excel docs, CRMs and external databases. With low-code, you can tie all of these systems together in one application so that data flows from A to B securely and with no manual intervention.

2. Have an excellent customer portal

Customer portals or self-service platforms have become the foundation of excellent customer service and experience. From my experience, they can be challenging to get right but use your customer insight and analytics to inform your strategy and decisions.

Your customers expect an intuitive, personalised and adaptive user interface. With low-code, you can design and brand your customer portal to your exact needs and integrate it with your CRM and other systems.

97% of app development professionals believe a low-code platform provides significant or notable improvement in flexiblity and update speed, compared to traditional coding

3. Improve request management

Request management can make or break great CX. So many organisations are using multiple disconnected/non-integrated systems and rely on long, manual processes. This manual process often means that your data may not be accurate and is prone to be entered with mistakes. With low-code, you can build the request management process uniquely suited to your needs, then iterate and finesse as often as you need to.

4. CRM reporting is key

Do you have CRM dashboards? A well-thought-out CRM dashboard allows users to see a performance at the click of a button. Dashboards allow you to combine your leads, opportunities, engagement and more without manually pulling queries all the time. With low-code, you can create a CRM dashboard which means sales and marketing can easily log every event in one or two clicks, even on mobile. And you can see all your CRM data in one place.

5. Case management

Do your customers have a place where they can submit their cases and receive immediate acknowledgement? Unfortunately, many businesses operate with a broken case management system that delivers none of the above. With low-code, you can improve CX by automating the process and keeping customers in the loop with automated email/SMS updates.

Low code solutions

To summarise, low code is a visual approach to software development that optimises the entire development process to accelerate delivery. 

There are several low-code solutions out there, but according to this software testing, here are the top ten.

References and related links