Author: Andrew Ramadan | Published: January 5, 2022

Low Code isn’t new. According to technology research and consulting company Gartner, Low Code application development will be responsible for more than 65% of application development activity by 2024. However, for many experienced IT leaders, the question of where to start may be challenging. Low Code can handle a wide range of business processes and use cases, so perhaps the plethora of options might be overwhelming on choosing where to begin.  To help with this,  we’re presenting two use-cases below which serve as good examples of the key features and components of Low Code platforms; these include enabling businesses to deliver digital solutions and to improve their customer experience, while allowing professional and citizen developers to work together in an open and flexible process.

1) Service Request System

One terrific example of a use-case for a Low Code development platform is a service request system. A service request system is a portal for customers or employees to submit service requests that require assistance with some type of resource or asset. These requests then need to be assigned, assessed, and evaluated. It can involve triaging the requests to service team members who are equipped with unique skills or be entirely automated. The process may also include a need to follow up or continuously communicate with the individual who submitted the case. Ultimately, the goal of the system is to guide the customers or employees submitting an issue to a resolution of their problem, while also centralizing all of this data to track it properly and continue to support them better in the future.

So how can using a Low Code platform help with this?

User Management

For starters, many Low Code platforms have out-of-the-box user management capabilities that assist with complex assignments and streamline business processes. From a high-level, this could represent the very need to add, edit, delete, activate, and deactivate users. With Low Code platforms, this feature is available right out-of -the-box. Almost any Low Code platform should be able to integrate to a corporate single sign-on (SSO) system as well, streamlining the process even further.

Assignment

A specific property of a service request system would be how your business users are separated into roles such as managers, service agents, and viewers (for those submitting tickets). Low Code platforms provide a framework to segment these individuals out very easily. These segementations could impact which tasks they are assigned or which dashboards they see entirely.

Additionally, those groups could be segmented even further. For example, if a certain base of your users submitting requests speak Spanish, there could be a subset of agents that need to be designated to those requests.

What you have to remember most is that Low Code platforms are providing a framework, not an on/off switch for a “Spanish” skill. This means while one system could have a skill for Spanish, another could have a skill called “Technical” for requests requiring an agent with software development experience. The cases themselves could have attributes, such as “High,” “Medium,” and “Low” priority. This is where a business’s requirements come into system design and ultimately, your final product.

Escalation

Furthering the concept of assignment, what if a “High” priority case has not been addressed in an hour and now needs to be escalated? Many Low Code platforms have escalation capabilities so that these requests would be reassigned and addressed.

History

For the service request system, it would also be helpful for agents to see a user’s history of previous tickets they’ve submitted. This allows agents to determine whether the current request is related to an ongoing issue and how recently they’ve contacted the system.

Since the system is tracking these requests as records and associating them with your users, your agents will have the ability to see all of that information in an organized manner.

2) Healthcare Communications Center

Another good example is a healthcare communications center which serves as the communications platform between doctors and patients outside of in-person appointments. Additionally, it may be used to integrate information from other systems or function as the centralized database for patient information. Many of the same principles apply to this system as the service request system. User management, assignment, escalation, and history are all capabilities that could exist in this software application. However, here are some additional Low Code platform capabilities which are highlighted very nicely in this example:

Document Tracking

Signing up as a new doctor can involve many steps. These steps not only need to be tracked, but often have a sequential process. Organizing those steps and maintaining a digital copy of forms from them to exist on file is critical. Many Low Code application platforms have out-of-the-box document management so business users can attach and store documents directly on the platform.

Inbound and Outbound Communication

Many Low Code platforms contain ways to communicate with individuals outside of the system. Most commonly, this occurs through inbound and outbound email within workflows. This can be accomplished through out-of-the-box capabilities or through integration with a Communications platform like Twilio. Expanding to integrate with a technology like Twilio can also make web chat and SMS possible.

Some,  but not all,  platforms are built to be HIPAA-compliant, allowing them to support the hosting of patient data and providing for secure communication channels. To be in compliance with HIPAA, a platform must follow certain standards to keep patient data private, protected, and secure. Our preferred Low Code partner, Appian, is one such platform. VPS has built a Healthcare Communications Center application within Appian to leverage these capabilities. Learn more here.

Integrator

Healthcare communication systems are complex. Oftentimes, they require pulling information from multiple sources to determine statuses of patients. For example, there could be a separate payment system and patient insurance systems. Thankfully, many Low Code platforms have intuitive frameworks to create APIs between other systems. Furthermore, many of these systems actually begin to build the framework necessary for your API when you create objects within the Low Code platform.

Overall, Low Code platforms are very adaptable to many different use-cases and deliver digital solutions that solve business problems. In particular, they have the consistent power and ability to simplify and unify software systems and accelerate digital transformation, making them shine in most situations where centralizing data and organizing workflows is a priority.

 

Whether you’re looking for customized tools built on a powerful low code development platform or overhaul your existing service request system or healthcare communications center, Vision Point Systems has the right team and right expertise in developing low code software applications tailored to meet your custom business needs.

Schedule a free demo to learn more about the low code development apps we can help you develop. Get started today.