Incoming
An inquiry arrives.
In review
A person makes the call.
Moving forward
The right owner takes over.
Start small. Define the scope, connect the right steps, and leave your team with a system they can understand.
Discovery · Current-state review
Map the steps, owners and exceptions before deciding what to automate.
Understand the handoffs
Build · Connect repeatable steps
Connect the tools around a defined workflow, with clear review points and fallbacks.
Give every step an owner
Maintain · Documentation and ownership
Document the moving parts so the team knows what runs, who owns it and when to intervene.
Keep the workflow understandable
A useful workflow makes ownership visible. We start with the current process, identify the points that need judgment and build the repeatable steps around them. Each project should have an owner and a way to recover when something changes.
Explore what we build
A useful system has a named owner, clear review points and a sensible way to recover when something changes.
Start with one process, the tools it touches and the handoff that keeps getting lost. Work out what deserves to be automated.