Tonkean People Directories
Introduction
Tonkean is a no-code platform that allows you to create business automations, focusing on enterprise operations & orchestrations.
Here’s a simplified use case: A typical tech company today will most likely use Zendesk for Customer success, Jira for Dev ops and Slack for chatting between employees. Using Tonkean, you can integrate with those platforms, store incoming data & contacts to build cross platform business processes.
For example: If a new Ticket enters my Zendesk account and gets prioritized as “Urgent” > automatically a new Jira Issue will be created with priority P0 > Then, a message will be automatically sent to people directory called #Dev P0.
People Directories
Business strategy I User research I UX & UI design I Usability testing I KPI's measurements
As Tonkean experienced rapid growth and successfully transitioned from serving SMB's businesses to working with larger enterprise organizations, the product team recognized a growing need to improve the 'human interaction' configuration workflow.
The challenge from user perspective:
"I want to be able to carry out people interaction automations not just with individuals in my organization but with multiple people, simultaneously & efficiently".
Pain points:
> Big organizations did not want to spend time on configuring the same automation - One time to
interact with individual recipients, and second time with multiple people frame.
> Big organizations with multiple employees had difficulties to monitor via Tonkean exactly who received
a requested info. For example: If a notification was automatically sent to a certain channel in Slack, it
wasn't always clear who are the participants in that channel.
> Using existed communication channels (Slack, MS teams, email) our users did not have control over who would be receiving and who would be exposed to sensitive info while some recipients should be restricted. Moreover, the platform did not provide an overview about the process status = success, pending, fail, and ways to debug potential fails.
Target users:
The solution: People Directories
The ability to set in the backstage people groups to be used in the automation builder interface, while each group will:
1. Include recipients list - Added manually / Pulled from a connected integration
2. Set on a main communication channel + fall back sequence
2. Set on a main communication channel + fall back sequence
3. Be subjected to the automation builder environment - Test / Production
Phase #1: Implementation
Objective KPI's
As the project's first phase was deployed to clients, the team wanted to monitor the usage rate of the feature. Prior the design process we set a KPI: At least 20% increase in people interaction traffic in Tonkean along 2 quarters.
In practice, we found that traffic in Tonkean's servers was doubled!
Phase #2: Identity Providers
Before implementing the feature, we took in consideration that significant number of current enterprise clients, as well as potential future clients, are integrated with identity providers. Identity provider is a 3rd party integration that allows managing all users & their permissions in the organization, as well as SSO provision. Typically the Identity provider will be already divided to groups based on roles & permission.
That's practically a people directory that needs to be wrapped inside a Tonkean directory!
