XMPro Best Next Action - 3 Examples for XMPro blog
Last updated
Last updated
This short video demonstrate 3 different styles of Best Next Actions in XMPro
"Best Next Actions" is a powerful feature to advise the best step based on external data, what people previously did under the same circumstances, or if used with the XMAnalyzer, to find the most profitable, least cost, optimized path.
Instead of "taking over" the process, it will advise the Best Next Action. Users can still decide not to follow a suggested route based on other information that they may have based on their experience.
For for informtion see http://xmpro.com/best_next_action_blog/
in this short video I will demonstrate
three different styles of best next
actions in XM Pro I'm currently logged
in as Tim Clark who's the sales manager
and if I look at Tim's to-do list or
task list under the market and sell
products and services
category you'll see that there are
currently two transactions waiting for
him to do two items requiring his
attention
Tim can have a look and see how it got
to him so in the order Trail as it
builds up the order Trail he can see
that it was started by Keith and went on
to Jim and it even includes the XM Pro
social discussions component this is
covered in a different video and I
suggest that you have a look at that in
terms of how discussions can be part of
the transactional order Trail to get
back to the best next actions Tim Needs
to decide on one of the four options on
the right hand inside exm Pros
event-based architecture allows you to
call events like these independently and
they are not wired together at the back
through
workflow now we can embed what we call
inflight analytics to use exm Pro
transactional information or to use
third party transactional information to
help you with the decision so this
information can come from exm Pro
information or any third party business
bus application that you may have
another way of providing some decision
support is to provide some process goals
now these goals follow the process as it
steps through the transaction in this
instance we're looking at information
from the Erp budget to see where we are
currently with our sales um for the
quarter for example and we're also
looking at what is our Prospect pipeline
look like from the external CRM solution
once again this can be ex prob based
information or it can be external
information that will help you with
deciding on what what the next step is
the last component and we will show you
three different examples of this B next
is to look at what the system tells you
what the best next action is and in this
instance it looks at the previous
occurrences this is a simple algorithm a
simple formula it just looks at what
people did before me and out of the 250
odd transactions in here I can see that
the advised action is to do a legal
review so that will allow me if I'm a
new employee or someone uh that needs
guidance that that doesn't know any
other context or don't have any other
information to choose a legal review the
system doesn't make the decision for you
it purely advises what you should do
next because you may still have
information at hand that
will for take you to either do a finance
check or to do recasting you may have
heard something around the credit status
of the customer and decide to look at a
credit check rather than to do a legal
review let's look at another example a
different style example and in this
instance I'm going to log in as John
Smith and John has a different if I look
at his
cases under Life Sciences he's got a
completely different style so in this
instance there's donor verified donor
information this is in the medical area
or uh uh life sciences area and in this
instance when we look at his best next
action so he's got certain information
here and based on that it's either refer
to a specialist um approve the
enrollment get more information or
reject it so his best next action based
on information that is currently filled
in on the screen there's a risk rating
calculation that we do so this best next
action is algorithm driv
driven and the algorithm will
then determine what the current risk
profile is based on a number of
parameters and it also tells us if we
look at a th transactions that happened
before this if we look at the history
only
9.73% of users were approved for this so
based on the risk profile and the trend
of this not being approved the best next
action once again is uh suggested not
enforced so in this instance it is
reject enrollment there might still be
contextual information information that
this case officer knows and as a result
of that they may want to refer it to a
specialist rather to than to reject it
outright so that is the second example
of best next action the last example
example that I'd like to show
you is and you can log in with any one
of the providers I just use the exm pro
authentication for the
demonstration so if I log in as Ted Ted
is a financial manager and he has got a
task waiting for him around procurement
so there's author uh approval uh for a
new supplier and in this instance we
actually we've done a ofac review in
terms of the foreign individuals looking
at some a new supplier that we want to
do business with and in this instance
there was a initial lodgment of the
request and some of the information that
have come back from the web services
search that we've done against the ofac
database has returned some information
now this is not a direct match so in
this instance it was referred to um Ted
to have a review and what Ted will do is
run through a
algorithm uh uh sort of a best practices
and and there's certain information that
based on the correctness of the
information he will answer yes or no yes
or no and if for example if he answers
yes it will direct him to request a
concession suggest that if I go back and
I say no and I say yes over here it will
say report to the ofac hotline so that's
the other one or if that is a no you
will see that this is approved for
onboarding so you can put a logical
algorithm here as well it doesn't just
have to be databased it can help as a
decision support system for someone to
decide what the next best action is
thank you very much for your time and I
hope to see you in one of our other
videos