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.
“We now have the ability to send a specific workflow requirement to the right person and automatically update all the stakeholders on this form with the progress report.
“We’re able to have the documentation flow through at least six steps covering the customer and another Telstra partner and myself as part of the workflow.
“And it automatically goes on to the next stage, then that person completes the workflow requirement.
I can’t tell you how much that simplifies my role.
“The beauty of it all is because I’m an administrator, I can watch the entire process.”
Steve gets instant automatic notification emails so he knows when forms have been completed.
“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.
“Installation pictures are also included in the form – rather than a PDF that’s been scrawled on by somebody and rescanned and sent in – it used to be faxed in – now it’s an online form.
“It’s made a complex solution that we’re delivering less complex and simpler because of the interactions that are available through Snapforms.’
It looks like the Telstra form – the PDF.
Steve also created a landing page that has all six forms on the one page so that end users can access them anytime.
“They can select the form that they want, it takes them directly to the form – all they have to do is fill it in and press submit and the process is initiated with the Telstra team and the partners.
“To present your customer with a simple online URL and say Fill in this form for the actions that you require or fill in this form to register – and the form’s presented exactly how you want it – it looks like the Telstra form – the PDF – but it’s now Snapforms and it’s just great.”
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.
The fact Snapforms is an Australian-based provider with local customer support is also a huge plus for Steve.
“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.”
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