Building Better Businesses Starts With How You Work
Meet Jacqui Jones, founder of Way We Do, and discover how better systems, processes and technology can help businesses grow with confidence
An Intro from Lucy
From the start, I built Blue Amber Bookkeeping on exceptional systems and processes. It’s an approach that has helped our practice earn the exclusive status of being the only ISO certified bookkeeping firm in Australia.
Way We Do has allowed me to capture all that knowledge and expertise, and more, within a single online platform. Its software brings Blue Amber’s checklists, procedures and intellectual property together in one place, giving the team a clear framework for how every task should be done, helping everyone stay consistent and accountable.
But the real strength of Way We Do goes beyond the software. Their support has been exceptional from the very beginning. Introducing a new system can be daunting, but the Way We Do team made the process straightforward and supportive, making sure we never felt like we were navigating the new system alone. We invested in the WWD additional support package during the first 12 months, which proved to be a great investment.
A big part of our positive experience has been our relationship with WWD founder, Jacqui Jones. Jacqui is responsive, clear and genuinely a pleasure to work with. She listens to what we need, responds to questions, and has even helped facilitate changes to the software based on our feedback.
So, this month, we’re delighted to shine the spotlight on Jacqui and Way We Do, and find out a little more about the person and the business behind a system that has become such an important part of the way Blue Amber works.
Let’s dive right into the interview…
From its beginnings in 2013 to its evolution into an AI operational governance platform, Jacqui explains what sits behind the Way We Do name, what the business exists to achieve, and what sets it apart.
What is your role with the company?
My role is Founder and CEO of Way We Do. Our CTO and I started Way We Do in 2013. We’ve been through the startup phase and have now moved into a scale-up phase. My role is to run the business, with a focus on sales, marketing and product development.
Tell us about your business and what you do.
Way We Do is an AI operational governance platform that enables growing businesses to implement different types of management systems. These include quality management, health and safety, environmental management, information security management and HR management.
Typically, business owners need to implement different types of management systems, and that’s what we help business owners, businesses and teams to achieve.
Is there a meaning behind your business name?
Way We Do is all about implementing and doing the necessary activities to create repeatable processes within a business, so that we can deliver consistently to customers.
“Way” is the way that we do it. We’re creating a standard so that, as a team, we know the standard we need to deliver to the client. “We” is about the team, and “Do” is all about doing. We’re doing the work in a consistent way to deliver great outcomes for our customers.
What feels most important about the service you provide?
It’s not just about using technology. Way We Do is a technology platform, but it’s what you can do with it that’s really important.
I don’t like seeing business owners sign up and then not do anything with the platform. We’re always monitoring usage and reaching out to provide assistance.
Looking to the future, we want to provide the templates, training and support to implement different management systems, as well as engage consultants who can help organisations embed their processes so they’re actually being used.
What makes your company stand out in the market?
Way We Do is not just about creating static policies and procedures. It has been designed to start with creating policies, procedures and processes that define the standard and the activities that need to be done. But it goes further by training the team, implementing the work, capturing evidence of the work that has been completed, and then making improvements to processes over time.
As a business and a team, we keep getting better and better.
Starting and scaling a technology business brings its own challenges. For Jacqui, though, the journey has also brought the opportunity to work with amazing businesses and explore what emerging technologies could mean for the future.
What has been your favourite part of your journey?
Starting a business from scratch is like being on an emotional roller coaster. There are ups and downs.
My favourite part has been working with amazing clients and businesses and helping them achieve what they need to in order to grow their business.
I also love technology. I love the advances in AI and automation, and even what’s coming in the future with quantum technology. Incorporating those advances in a responsible and safe way for our customers is something I really enjoy.
What challenges have you faced along the way, and how have you overcome them?
One of the challenges is working in a fast-moving industry. With technology, you have to keep innovating while working with customers who have expectations. We’re always striving to deliver what they want to see within the product and to develop at the speed that’s required.
We can’t do everything because, like most businesses, we don’t have million-dollar investors. That means making choices about who we want to serve and what they need to solve their problems.
We’ve been very conscious about selecting the capabilities within the Way We Do platform that best meet our customers’ requirements. We may not always get it right, and we may not always get the timing right, but we’re always striving to do the best we can.
Sometimes it’s not about the bleeding-edge technology. It’s about providing the basics and fundamentals businesses need to manage a really good business.
Behind the technology is a strong focus on people. Jacqui shares her approach to leadership, what she wants for the business owners Way We Do supports, and the values that guide her own business.
What do you see as your business’s purpose and mission?
Our purpose and mission is to enable fabulous business owners and businesses to do great work in the communities they serve, whilst meeting their governance obligations.
Every business has its own purpose and its own goals, and our role is to enable them to be successful in what they deliver to their clients and the community.
How would you describe your leadership style and how does it influence your team?
I think I have an open leadership style. I always allow people to have input and bring them on the journey so they’re driving their parts of the business. I like getting feedback from everyone, but ultimately there still has to be a leader who makes the decisions.
As a leader, you’re there to support your team. Particularly in this age of AI, and soon quantum technology, there’s a lot of fear. Within our team, we have ongoing conversations about security, AI and what these technologies will mean for us, our customers and the world. It’s about providing reassurance. We believe people will still have jobs; we just need to upskill and lean into the new technologies.
AI may perform particular tasks, but it doesn’t mean it always gets them right. We all need to develop management and critical thinking skills so we can assess the work AI and automation are completing. Ultimately, people are still responsible.
Please share a little about your aspirations for the business.
Our role is to help business owners implement management systems so they can grow and scale their businesses.
There are so many businesses that are afraid to grow or bring on new employees. When they do, it can become chaotic because they don’t have the structure and foundations in place. Eventually, they reach a ceiling where they can’t grow anymore.
The business owner often suffers. They spend more time working, less time with family and friends, they may pay themselves less than a market salary, and they’re constantly stepping in to fix problems.
We want business owners to develop the skills and implement the systems that enable them to lead their teams, with the systems and the team taking responsibility for the work. That allows the business to thrive while giving the owner a more balanced life.
How would you describe your core values?
People always come first. It’s about ensuring people are looked after. Excellence is another core value. I like delivering at a high level while still being flexible.
I also believe in looking after the environment, not only being good to people, but also to animals and the Earth. That’s really important to me, and considering what’s happening around the world right now, I feel we need to be paying much more attention to it.
What drives you and your team every day?
What drives us is doing what we say we’ll do. It’s about meeting our promises and delivering on them. That’s about having integrity and doing your best for the people you work with.
We’re striving to make the Way We Do platform better and easier to use every day. Every business needs to focus on revenue, but it’s also about providing a better product and a better experience for the people who use Way We Do.
What is your proudest achievement as a business so far?
One of our most recent achievements is our new Process Capture capability.
It enables businesses to record their processes using video or audio, whether it’s an online process like creating an invoice in Xero or a real-world process in a factory, warehouse or workshop.
You upload the recording into Way We Do and it automatically documents the process step by step with images and instructions, while also creating the swim lane diagram.
I think that’s an amazing achievement because business owners often don’t have the time to document their processes. This enables them to do it very quickly. It’s also documenting the organisation’s actual process, not something AI has made.
I think tools like this are really going to help businesses build the foundations they need.
Technology is moving quickly, and Jacqui is particularly interested in what happens when people, AI and automation work together. She also explains why businesses need to start thinking now about the opportunities and challenges presented by quantum technology.
What innovations in your industry are you most excited about?
I’m excited about how people, AI and traditional automation work together. I believe people will always have a role within business processes, and ultimately we’re responsible for the outputs and outcomes from technology.
It’s about doing things better and improving the quality and experience for employees, as well as what we deliver to customers. It’s really about being creative and asking what we want to invent as we move forward.
What do you mean by quantum technology?
Quantum technology is a new industry that’s being developed right now and will likely become available in Australia within the next five years. The Australian Government, organisations and investors have been investing heavily in this space for the last 15 years or so.
There are different types of quantum technologies being developed, including quantum sensors, quantum computing and quantum communications. It’s not just about doing things more efficiently; it’s about doing things better.
For example, quantum sensors are being used in security, medical and health fields. Because they’re highly sensitive, they can detect things at the atomic and subatomic level. New applications are being developed to detect things like iron levels in the body without a blood test, or to analyse how athletes move to help prevent injuries.
Like AI, quantum technology brings both benefits and dangers. One of the biggest future challenges is quantum computing. When commercially available quantum computers arrive, often referred to as Q-Day, the encryption we use today will no longer be safe. Businesses need to start upgrading their encryption now to protect themselves.
Bad actors are already harvesting encrypted data today so that, when Q-Day arrives, they’ll be able to decrypt it using quantum computers and access confidential information. That’s why it’s so important for businesses to speak with their IT providers and ensure they’re using the latest encryption technologies to prepare for the future.
For Jacqui, success ultimately comes down to what Way We Do helps its customers achieve, and she believes there’s still much more potential for businesses to embrace automation.
How do you define success for your business?
Success is definitely about the results we produce within our customers’ organisations. Streamlining the onboarding process, making it a great experience for new team members, helping teams implement their work, and enabling organisations to achieve certifications such as ISO.
Certification gives businesses greater access to work with larger organisations, which helps them grow. We’re proud of seeing those results within our customers’ organisations.
What’s one thing you wish more people knew about your business?
I wish more people knew about our automation capability. Way We Do integrates with more than 9,000 web applications through our public API, Zapier and Microsoft Power Automate. Although we’ve had automation capability for years, many organisations haven’t embraced it yet, and many are afraid of it.
Businesses have started using AI to generate content, but they’re not necessarily implementing automation. I think it’s an education problem and about not being open to it.
Now that AI is becoming part of everyday business conversations, owners are starting to ask what’s next and which parts of their business can be automated.
Over the next 6 to 12 months, we’ll be expanding our training to help people implement those capabilities, and we’re always here to help.
We’ve heard about Jacqui, her journey and the Way We Do platform. Now, we turn the focus to her relationship with Blue Amber, and what she values about working with Lucy and the team.
Can you share a highlight or memorable experience working with Blue Amber?
What I love about Blue Amber Bookkeeping is Lucy’s commitment to quality and excellence. I also love that Blue Amber is ISO certified. I’m not aware of any other bookkeeping firm that’s ISO certified.
With the quality standards now being implemented by the Bookkeepers Association and the Tax Practitioners Board, many accounting and bookkeeping firms aren’t operating at that standard. Blue Amber has put itself in a position to be scrutinised by external auditors every year, providing the level of assurance clients need.
It means you’re a trusted organisation that will always do the best for your clients. You’re also using Way We Do to implement your policies, procedures and processes, and to provide the evidence auditors need when reviewing your work.
Congratulations to Lucy and the team for committing yourselves to that international standard. In today’s world, where there’s more compliance and increasing concerns about trust, independent verification is incredibly important.
How did your relationship with Blue Amber begin?
I think it actually began before BNI. Lucy signed up for a trial of Way We Do, although she may not remember that. Later, we connected through the BNI network, which has been an excellent way to build relationships and get to know business owners. That’s how we really developed a great working relationship together.
What services or products do you provide to Blue Amber?
Way We Do provides the Way We Do operational governance platform to Blue Amber, along with ongoing support and guidance. We also helped with the initial implementation to get the team up and running.
How would you describe your working relationship with the Blue Amber team?
I love working with the Blue Amber team because everyone is really positive and conscientious. The team is always striving to do really good work, and I love that.
Blue Amber is an easy organisation to work with because there’s structure, discipline and a mindset of achieving excellence. The team is also very open to change, which is so important because things are changing all the time.
What do you value most about partnering with Blue Amber?
What I value most is getting honest feedback about our product and how we can continue to improve it.
I think Blue Amber sets the benchmark for other bookkeeping firms. Whenever I talk to other bookkeeping businesses, I talk about Blue Amber and what a great organisation it is. I wish there were more bookkeeping firms like Blue Amber because they do such a great job for their clients.
For Blue Amber, choosing Way We Do was about finding a software solution that could bring its procedures and checklists together, while helping the team manage version numbers and maintain consistency across the business.
But the software was only part of the decision. For me, having a great team behind a system that is so integral to the way Blue Amber operates was equally important. The Way We Do software ticked all the boxes we needed, while the support and relationship with the team gave me confidence that we were choosing a partner, rather than simply a software provider.
And the value has been clear. ISO audits are now much faster, with auditors responding positively to the software, while the platform gives the Blue Amber team the tools and guidance they need to accomplish tasks, and ultimately, to look after our clients.
“Thanks Way We Do, you are making us a better business.”
Click on the image below to book a live demo and/or to arrange your free 14 day trial of the Way We Do system.
