How Telstra Purple, Australia’s largest technology services business, and its business partners use Snapforms advanced workflow tools to deliver a solution to their customers.
Their service involved a complex process with stakeholders across multiple organisations contributing to various steps in a workflow
Snapforms helped them implement a solution that was built around Telstra’s existing systems and processes, with ongoing enhancements done on-the-fly
Telstra’s Operations Manager used Snapforms to digitise paper and PDF forms and embed them seamlessly on Telstra’s website with vastly improved functionality
Steve Jenkins, an Operations Manager with Telstra Purple, Australia’s largest technology services business, coordinates complex workflows that involve working with Telstra’s business partners to deliver solutions to their customers.
The processes undertaken to deliver these solutions are often not new and involve using antiquated tools or technology that is a drain on everyone’s time and resources.
“We had an existing paper format that we needed to get online so we could retrieve customers’ information and have it update databases accordingly,” Steve explains.
It reduced the complexity immensely.
Snapforms worked with Steve to implement a solution using six different online forms and stakeholders across multiple organisations contributing to various steps in the workflow. Our team also worked directly with Telstra’s partner on the integration with Snapforms and the partner’s database to supply information for critical infrastructure support.
“It reduced the complexity immensely,” Steve tells us.
“I can’t tell you how much that simplifies my role – just in the maintenance of databases and the like – we’ve captured good information from the customer – we’ve even managed to include latitude and longitude and updated live maps included in the Snapform.
Snapforms continues to work closely with Steve and Telstra Purple’s business partners to ensure the solution is optimised.
It just worked smoothly, effectively and efficiently. Response times were brilliant.
“What I like about Snapforms’ solution is that it was built around our existing systems and processes but then it was able to be adapted on the fly within Microsoft Teams meetings and we were able to produce changes that satisfied our customers’ needs immediately.
“It just worked smoothly, effectively and efficiently. Response times were brilliant. Turnarounds are better than expected.”
When one of Telstra Purple’s customers expressed a need for another form-based solution, Steve didn’t hesitate to refer them to Snapforms.
“And that’s just through their professionalism and the product offering,” he explains.
What you want is to work with somebody who can just make the pain go away.
“When organisations have a paper system and they need to automate or digitise it, what you want is to work with somebody who can just make the pain go away.
“And that’s what we experienced with Snapforms. So much so that when we had those little gotcha moments that cropped up in the forms and our customer said, Oh it’s going to take forever to get that changed, I’d say let’s just go and see what Snapforms say.
“The system can be adjusted and maintained and recreated in a different format on the fly right before your eyes. It was astonishing.
“We’ve had customer meetings where they said, We want this and we want this – and then I’d say to the customer, Obviously these changes will take a little while to initiate but we’ll get them done because we want to do what you want to do, but then Snapforms support says, Done. And the customer’s saying, What?!”
Steve also rates the capabilities he has using the Snapforms user control panel.
“My ability as an admin to make changes to the forms is outstanding.
“Things can be updated, can be changed. The flexibility, the speed with which solutions can be generated thanks to the skills of the Snapforms team is great.”
To have a local partner who’s familiar with Australian circumstances – it makes all the difference in the world.
“To have a local partner who’s familiar with Australian circumstances – it makes all the difference in the world.
“Doing online chat with a robot somewhere and then suffering the North American time difference, as opposed to sending Snapforms a text message saying, You got five minutes, I need to chat about something? and they’re on the phone and we get it done.”