The Low-Code Revolution and its Impact on Customer Experience with Kinjal Vora of DronaHQ
Welcome to CXQuest.com, your go-to resource for insights and strategies in the world of Customer Experience. Today, we’re diving into a fascinating intersection of technology and CX: the impact of low-code platforms on how businesses operate internally and, ultimately, how they serve their customers. We are thrilled to host Kinjal Vora, a key member of the founding team at DronaHQ, a leading low-code platform transforming internal tool development. Kinjal drives growth and strategic initiatives at DronaHQ, engaging with engineering leaders and positioning the platform as a crucial tool for custom app development and operational efficiency. Her expertise in SaaS growth strategies, AI for engineering teams, and the power of low-code for startups makes her an invaluable voice in understanding the evolving tech landscape.
Kinjal, welcome to CXQuest.com! We are delighted to have you with us today to explore how the innovative work happening at DronaHQ is shaping the way organizations approach internal processes and, consequently, their customer experience. Thank you for taking the time to share your insights with our audience.
CX at the Core
Q1. Kinjal, DronaHQ focuses on empowering engineering and product teams to build internal tools rapidly. How does this speed and agility in internal development ultimately translate into a better experience for the end customer?
KV: Internal tools may seem like a behind-the-scenes effort, but they directly shape what the customer experiences in real time.
Let me share a story from one of our customers, an e-commerce company that processes up to 90,000 orders a day during peak sales. Before DronaHQ, anytime the operations team needed changes to their internal dashboards, say for processing returns, updating warehouse inventory, or adjusting pricing, they had to wait for engineering to step in. These updates could take one to two weeks, depending on bandwidth.
But during sales season, the margin for delay is razor-thin. For example, they needed to roll out a “next-day delivery” promise for a few pin codes, a move that required changes across logistics tracking, delivery SLAs, and internal coordination tools. Instead of logging a ticket and waiting for dev capacity, their ops team built and shipped the required changes in just a couple of days using DronaHQ. That speed meant the customer saw the new delivery option instantly, and the company could test the model faster without risking support delays or service gaps.
So, the agility we enable on the internal side, whether it’s tweaking workflows, launching micro-experiments, or managing surge ops, translates into a customer experience that’s responsive, accurate, and scalable. It’s like giving your backend teams superpowers, and the customer feels that strength in every interaction.
Streamlining for Satisfaction
Q2. In today’s fast-paced environment, customer expectations are constantly rising. Can you share specific examples of how DronaHQ helps businesses streamline their internal operations in ways that directly lead to improved customer satisfaction or faster issue resolution?
KV: Totally. Customer expectations are getting sharper by the day, and internal inefficiencies don’t just stay internal anymore; they show up in the customer journey.
One example that comes to mind is Purplle, another e-commerce company that uses DronaHQ.
Their engineering team was spending a lot of time on internal tooling requests everything from updating dropdowns for discount workflows to building quick UIs for quality control processes. At first, it worked. But as the ops complexity scaled, those one-off tools started breaking down.
Plus, each team was using different tech stacks, so maintaining everything became a mess. Small changes started bottlenecking engineering time.
When they moved those tools to DronaHQ, they were able to centralize everything. Shared components, reusable logic, and direct API connections it meant ops teams could make changes on their own. No dev ticket. No backlog delays.
For customers, this translated into faster resolution of order-level issues, more responsive marketing campaigns, and smoother backend processes.
So while we’re not touching the customer directly, we’re enabling the teams behind the scenes to move at the speed the customer expects. That’s where the real impact is.
Empowering Customer-Facing Teams
Q3. How can teams that directly interact with customers, like sales or support, leverage tools built on DronaHQ to enhance their ability to provide exceptional service?
KV: Let me take the example of Endy, the mattress company. Their support team was juggling information across Shopify, Microsoft SQL Server, and Google Sheets. Anytime a customer reached out, they had to manually pull data from all these systems—order details, lot numbers, shipping partner info. As the team grew, that process became too slow and messy.
With DronaHQ, they built two simple apps. One pulled in customer and product data so agents didn’t have to fetch it every time. The other helped them identify the right shipping partner based on product condition, location, and type. Everything came together in one interface, which made the workflow faster and a lot more accurate. It also let multiple reps work in parallel without stepping on each other’s toes.
We follow the same principle internally. Our sales and marketing teams use DronaHQ to run everything from outbound cadences to CRM updates and email workflows. Instead of buying rigid tools or waiting on custom development, we build exactly what we need, connect it to our backend, and keep iterating based on how our teams work.
It’s all about giving your teams just enough structure and just enough flexibility to move fast without breaking things.
AI-Driven CX Enhancement
Q4. DronaHQ is integrating AI capabilities. How do you see AI within the low-code platform enabling businesses to create more personalized, efficient, or proactive experiences for their customers?
KV: AI and low-code together bring co-development at speed, but within a structure that still respects security, standardization, and long-term maintainability.
Low-code gives you guardrails. It standardizes components, enforces design consistency, and makes sure logic and automation are clean and maintainable. AI builds on top of this to help developers quickly assemble functional apps from natural language prompts, making go-to-market dramatically faster.
AI within low-code platforms empowers businesses to create more personalized and efficient customer experiences by making it easier to integrate data-driven insights, automation, and decision-making into apps without deep technical overhead. It allows teams to build proactive systems like dynamic forms, intelligent routing, or contextual notifications based on real-time behavior and customer data, all while accelerating delivery with natural language-based development and pre-built logic blocks.
Think of it as co-development. Developers still own the outcome, but AI helps them move faster and smarter inside a reliable system. And when your internal teams are that responsive, your customers feel it right away in faster resolution times, smarter touchpoints, and more tailored experiences.
Beyond the Code, Towards the Customer Journey
Q5. While DronaHQ empowers developers, how does it also enable non-technical teams to contribute to building internal tools that optimize the overall customer journey?
KV: Even though DronaHQ is developer-first, it’s definitely not developer-only.
We’ve seen this play out across a lot of teams, product managers, ops folks, even someone from support or HR, they’re all able to jump in and build or modify internal tools using our visual builder. They don’t need to know how to code, but they do understand the workflow—and that’s what makes the difference.
What usually happens is a handoff model: developers set up the backend APIs, logic, and access rules and then business teams take it from there.
So support might adjust how tickets are triaged, ops can add a new rule in an admin panel, or marketing can automate a lead capture flow… all without blocking engineering.
The beauty of this is: devs stay in control where it matters, but business teams don’t have to wait in line to get changes done.
And when internal tools evolve faster, the customer journey improves too less waiting, smoother escalations, and more context in every interaction.
Scaling for Customer Needs
Q6. For high-growth startups and global corporations, scalability is crucial. How does DronaHQ help these organizations build internal tools that can adapt and scale to meet the evolving needs of their growing customer base?
KV: Scalability isn’t just a nice-to-have it’s a survival need, especially for fast-growing teams.
At DronaHQ, we’ve built with that in mind from the start. Whether it’s a startup scaling quickly or a large enterprise handling thousands of ops requests a day, the internal tools need to hold up.
So for us, it’s not just about how fast you can ship something, it’s about whether that tool still works when your user base doubles, your workflows get more layered, or your data volume explodes.
We’ve optimized for performance under scale, like dynamic tables that can handle tens of thousands of rows, or complex role-based views across global teams, without dragging down the UI.
And because we integrate directly with live data – REST, GraphQL, databases, even gRPC—you’re not duplicating or syncing data. You’re building on top of what already exists and adapting as things evolve.
We’ve seen this work in the field too. One logistics customer uses DronaHQ to manage over 50,000 deliveries a day. A fintech client rebuilt their back-office tooling to handle thousands of transaction checks, without adding engineering overhead.
So yeah, it’s about speed, but it’s also about being able to grow without needing to rebuild everything from scratch every quarter. That’s the kind of scalability we care about.
Internal Tools
Q7: What do you think internal tooling will look like in fast-growing companies two years from now?
KV: Honestly? I think internal tools are going to feel a lot more like real products.
Right now, most teams treat them like a checkbox- “we just need something that works.” But two years from now, that won’t cut it. Teams are growing faster, and the internal tools need to keep up.
They’ll need to be reliable, user-friendly, and easy to change. And here’s the thing.. most teams won’t have the frontend bandwidth to make that happen. They already don’t.
In many companies, the ratio is about 1 frontend developer to every 2 backend developers. This imbalance often leads backend engineers to take on frontend tasks, which isn’t their primary expertise. As a result, backend teams find themselves dealing with UI issues, layout bugs, and design inconsistencies, diverting their focus from core product development.
So I see more devs leaning on structured platforms that give you the speed of low-code, but still let you write your logic, connect to APIs, enforce permissions – all the serious stuff.
Add AI on top, and you’re not just building CRUD tables anymore. You’re generating full workflows, stitched to your data, with roles, rules, and UI best practices baked in.
Faster builds. Less handoff. Tools that feel like they belong in the hands of a fast-moving team.
Building Customer-facing Interfaces or Workflows
Q8: While low-code platforms like DronaHQ are often associated with internal tools, what are some examples where teams have used it to build customer-facing interfaces or workflows, and what makes that possible?
KV: Yeah, that’s a good one because it’s a common misconception, right?
People think low-code is just for admin panels or dashboards. But we’ve seen teams do way more.
For example, one fintech company built their entire onboarding journey on DronaHQ. We’re talking about real customer-facing screens — upload docs, check KYC status, e-sign agreements — the whole thing.
There is a huge segment of users (our own team included) who use low-code tools to create embeddable forms and widgets that go directly on customer facing endpoints – websites, apps, kiosks. Another team used it to build a branded claims portal for insurance customers. Fast, responsive, secure.
And what makes that possible is that DronaHQ isn’t just “fast to build.”
It gives you guardrails and control. You’ve got role-based access, responsive UI out of the box, external auth, custom domains, all the things you need to feel confident putting it in front of a user. When it comes to the visual appeal of it all, UI and UX, teams can customize the app to match their unique branding and style guidelines.
So yeah, it starts as a low-code platform, but it stretches a lot further when the fundamentals are solid.
Closing
Kinjal, thank you so much for sharing your valuable insights with us today on CXQuest.com. Your perspective has been truly enlightening. Low-code platforms like DronaHQ are revolutionizing internal tool development. And it has profound impact on customer experience. We appreciate you taking the time to connect with our audience. Thank you once again for shedding light on this important intersection of technology and CX.
To our listeners and readers, we hope you found this discussion with Kinjal Vora insightful. Stay tuned to CXQuest.com for more expert interviews and the latest trends in the world of customer experience. Thank you for joining us!
