At the invitation of Arjan Rauwhorst, we hosted a knowledge session for the Customer Support teams of Exact Netherlands and Belgium. The meeting, attended by around 30 employees, focused on demonstrating the capabilities of Clickker and the importance of API technology. Our key message was the distinction between RPA and API: both technologies have their own applications, but APIs are ideal for connectivity and integrations.

Main Objective and Main Results

The aim of the meeting was to better inform Exact employees about Clickker's capabilities and how the product can support them in customer queries. The biggest outcome we wanted to achieve was for the team to gain confidence in Clickker's potential. By using Clickker, Exact can more easily say "yes" to customer requests and provide solutions that ease the administrative burden on users.

Insights and Key Trends

During the session, it became clear that APIs are a powerful alternative to RPA technology when linking different software packages. Whereas RPA is more suitable for automated workflows, API is the better choice when it comes to integrations and connectivity. This eye-opener created a deeper awareness among Exact employees, especially about the benefits of APIs for complex customer needs.

Another key insight was the value of a "best-of-breed" approach. Instead of trying to integrate all features into Exact itself, it was emphasised that sometimes you need to bring in other systems to provide a complete solution. With Clickker, Exact employees can support customers by offering seamless links between Exact and other software packages, ensuring a wider playing field and happier customers.

Concrete Agreements and Future Actions

We have agreed to further educate other teams within Exact about the benefits and capabilities of Clickker. Customer Support will recommend Clickker more often to customers to better respond to diverse customer needs. In addition, we expect Clickker to be used more in pre-sales processes in the future, to better exploit opportunities with Exact customers with specific issues.

Collaboration and Interaction

Cooperation between the Dutch and Belgian teams was excellent. Many questions and ideas were raised during the session, with participants sharing cases and practical examples. A combination of theory and practical demonstrations resulted in a lively discussion at the end about using APIs and improving existing integrations.

One notable contribution came from participants who indicated that they had previously chosen RPA incorrectly on client projects. Thanks to the awareness around APIs, many realised that Clickker could have provided more effective integration. This insight now gives Exact more guidance on how to deploy the right tools for customer requests.

Outlook and Goals

We are positive about future cooperation with Exact. By actively using Clickker, we can contribute to customer retention and help Exact embrace the best-of-breed strategy that many customers expect today. Our joint approach offers a clear win-win situation: customers can continue to work with Exact, while benefiting from the flexibility Clickker offers.

Personal Reflection and Concluding thought

A key lesson from this session is that simplicity is often the key with complex topics. By keeping the core message clear and simple, we were able to effectively communicate the benefits of Clickker and API technology. This approach not only helps us, but also enables Exact to better communicate Clickker's value to customers.

Our message to Exact's Customer Support team: think in solutions outside its own software when needed. With Clickker, Exact can more easily respond to complex queries and offer customers more options, as long as an API is available to make connections. This approach provides powerful support for Exact customers' growth and satisfaction.