Welcome to the Anthill Guide for using your workflows!
The following document will introduce you to the basics of the Anthill workflow and explore getting started, logging progress and keeping track of activities.
Workflow is at the heart of the Anthill platform. It allows you to define every customer process and monitor performance, giving you more control and visibility than ever before.
One key thing to understand with all Anthill workflows is the traffic light system. This system allows you to see, at a glance, those tasks needing immediate attention.
You will also be able to see tasks that are due to be actioned that day and those that are scheduled for future action, helping you to prioritise your workload.
A status of “due” means the record needs attention with a task due to be done today. An “overdue” status means the task should have already been completed and a “scheduled” status requires a task to be completed at a future date.
After accessing a particular customer activity page from any dashboard, you will be presented with the workflow panel at the top of the page.
The section provides you with a description of the task that is to be completed for the customer. It will be accompanied by any help text that has been added to provide extra information for you.
At the foot of the panel, you are shown what stage of the process the customer is current at, which team the task is for and when the task is scheduled for.
Only users within the team associated to each step are allowed to complete the task in question. If you are not in the team for this step, the Action buttons will be disabled.
To complete the current task, click the large Action button that will be colours in your company colour. The text within the action button will change according to the type of task you are being asked to complete.
After clicking the button, you will be presented with the appropriate form allowing you to provide the information required.
This could be a date and time for an appointment, information about the customer or a file to upload. For additional actions that might be relevant at this step of the workflow, use the arrow to access a sub menu.
Should a task not be completed, you can record why not using the Log Progress button.
This will present you with relevant option on why the task cannot be completed and, importantly, give you the option the schedule the task for a suitable future date.
As soon as you have set the rescheduled date, the activity will be changed to a healthy status. When the new date arrives, you will be notified on your dashboard that the task is due again.
Using these rescheduling options means your processes can adapt to customer availability without letting them slip down the priority level.
Adding Files & Attachments
Having all related documentation linked to a customer record can be a huge time saver.
This can be achieved with ease either by selecting “add attachment” from the drop-down action menu or simply via dragging and dropping the files onto the customer history.
This way, there is no need to search around for important documents. All the information is already there on the customer record.
To support your actions and save time, automated communications can be triggered throughout the workflow. These can be sent either to internal staff, customers or third-party suppliers.
At the right moment in a workflow, a stage can be added to automatically send out a communication to the customer.
This could be an SMS appointment confirmation, an email containing final designs or even a post-sale satisfaction survey.
If communications have been triggered, you will be able to see these in the relevant emails/activity tabs on each customer record.
Adding these automatic triggers into your workflows can help minimise the time you spend on laboursome admin and allow you to free up time to focus on more important tasks at hand.
Help Text & Collaboration
Workflows help to facilitate simple and straightforward collaboration.
This means you and your colleagues can easily see which stage an opportunity is at, what has already been completed and what needs to happen next.
This ensures there is no duplication of efforts. It also allows you to see if a customer has previously engaged with the business and if so, what took place in those interactions.
To ensure everyone is delivering the same service in the same, desired manner, every action you define in Anthill is presented with help text and advice from you on how best to carry out the task.
By including rationale and best practice instructions, you can learn while you work and emulate the highest standards on every occasion.
November 12th, 2020-