From process to practice: this is how SelfGuide and Sensus increase digital self-reliance

Organizations are increasingly faced with the challenge of organizing their services and internal processes efficiently and future-proof. At the same time, these processes are becoming more complex — due to the integration of different systems, hybrid working, changing customer expectations and staff changing or losing staff. The dependence on digital systems is growing, and so is the need for clear, practical support.

Employees often know what they should do, but not well how. That gap between process and practice is exactly what helps the collaboration between SelfGuide and Sensus bridge. By smartly linking process insight to user support, we increase digital self-reliance. In this article, we would like to explain this.

From process insight to system support

Sensus BPM Online helps organizations to clearly record work processes in understandable steps. This is what we call process modelling: visualizing who does what, with what tools, responsibilities and risks. Organizations use this, for example, to improve internal practices, prepare audits or supervise changes in systems. But with just insight into the process, you're not there yet.

SelfGuide fits in seamlessly with this. Through smart instructions (often visible as extensions in the browser), employees receive step-by-step support at exactly the right time in the systems in which they work — for example in customer contact, business systems, maintenance modules or document management.

By combining both solutions, a continuous line is created from insight to implementation: from the why and what until the how.

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What does this mean in practice?

The combination of Sensus and SelfGuide offers a fully integrated solution for various organizations. From housing associations and healthcare institutions to municipalities, educational institutions and service providers. Think about:

• Fast onboarding from new employees.
  Instructions are available directly in the system. Training and induction are becoming easier and more consistent.
• Fewer mistakes, fewer questions.
  Employees can carry out tasks independently according to established processes, without always asking for help. Finally, process descriptions and work instructions are linked.
• Consistent working method.
  Regardless of team, location or job level: processes are executed uniformly, which also contributes to compliance. Support takes place within the context of the system in which we work.
• Low pressure on functional management or support.
  Most questions are answered before they are asked.
• More control over quality and knowledge.
  Information is always up to date and centrally available, even when staff turnover.
• Efficient and smart.
  Instructions appear automatically thanks to a smart extension (including chrome).

Practical applications: different sectors, similar challenges

Whether it's about digitizing patient records in healthcare, implementing a new case system at a government organization, or improving digital skills in education — each sector has its own issues regarding process design and execution. In many cases, it's not just technology that determines success, but how people are supported in their work. By clearly modeling processes and linking them directly to user support, there is more control over implementation and room for continuous improvement.

A good example of this is housing corporation Portaal, where process management and user instructions come together in daily practice.

👉 Read Portaal's customer story here: Good process management is a precondition for good service.

From separate tools to a strategic choice

The link between SelfGuide and Sensus is not a purely technical integration. It is a strategic step towards a more learning, agile organization, where employees can act independently, knowledge is less personal and processes are really followed.

Want to know more?

Do you want to discover how your organization can support employees more effectively with process-oriented instructions in practice? We would love to show it in a demo or share best practices from your sector.

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