Data Action Layer May 18, 2022

Advancing Multi-User Workflows with Salesforce Orchestrator and Alkymi

by Patrick Vergara

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Today's business processes are intricate. They can easily span multiple users or departments and even require contributions from team members across different time zones, which can lead to gaps between the various stages of a workflow. You may have to wait hours, days, weeks, or even months between each stage. Each manual handoff represents a costly loss of efficiency that cumulatively contributes to lower customer satisfaction, lost revenue, and operational friction.

At a time where growing customer expectations set the tone for the business and instant actions are more critical than ever, a workflow that streamlines collaboration between the various team members is imperative. To facilitate such efficient interaction requires the right set of automation tools.

Salesforce Flow and Orchestrator can help

Salesforce Flow and Orchestrator enable streamlined automation of multi-step, multi-team processes. A "flow" is a record-centric application that automates a business process by collecting data and taking an action, either in Salesforce or an external system. An "orchestration," on the other hand, is an application that builds sophisticated business processes by combining and coordinating a series of flows, weaving together decision points and making work across teams seamless. Salesforce Orchestrator was created so people in your organization could quickly create sophisticated, multi-step automated business processes with clicks, not code.

Together, Flow and Orchestrator allow you to:

Facilitate work across users and systems: Automate multi-user, multi-step tasks across the entire business for a seamless experience.

Build & adapt complex workflows fast: Drive continuous improvement that makes it easy to adjust and scale with changing needs quickly.

Eliminate time between handoffs: Schedule parallel work streams and shorten the time between tasks with work queues and notifications.‍

But is this enough?

Not always. When your processes deal with unstructured data—that is, information contained in sources such as emails, PDFs, text in documents, and more—you need a solution that can supercharge your multi-team Orchestrator workflows with targeted, actionable data that allows the team to take immediate next steps.

Take the customer onboarding process, for example. Say you are a banking institution, and you want to open a new account for a customer and transfer their assets. This mission-critical process requires tight coordination as it directly impacts top-line revenue. Usually, there are at least three teams that need to work together to get things done: the onboarding team, which initiates account transfers and reviews customer forms; the customer success team, which communicates with customers throughout the process; the billing team, which handles any fees.

To complete the process successfully, you would need to extract data from a package of important documents with varying requirements and business logic that needs to be applied. For example, a standard package might include three or more documents, including account statements, wiring information, and account opening forms, all of which contain information that must be captured, transformed, and validated.

Here is what it might take to do all of this manually.

The solution: Alkymi solutions + Orchestrator

By integrating Alkymi Data Inbox—featuring automations created in Alkymi Patterns Studio—with Salesforce Orchestrator, you can scale your operations by saving hundreds of person-hours each week and freeing up your teams for higher-value work. Data Inbox turns unstructured documents into actionable data by capturing, validating, and transforming targeted data. The extracted data is passed on to Orchestrator, where the information is used to automatically determine which flows to execute and which team assignments to make to complete the entire business process with all handoffs.

Using the onboarding example, the time savings of onboarding customers with Alkymi would be around 270 hours. Add more teams, more documents, and more steps and that time can increase dramatically. Now imagine what your team could accomplish if they got hundreds of hours back? From increasing loyalty through better engagement with current customers to delivering new innovative products or services—the opportunities are endless.

At Alkymi, we're seeing more customers who want to leverage Salesforce to manage different parts of many business processes, including customer onboarding. Through our integration with Salesforce, we've been delivering new ways to accelerate those processes for them by making the document data that underpins the entire process instantly actionable.

Experience the possibilities. Try Alkymi for free today!

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