Workflow & SLA Automation
“The Ticket That Beat the Clock… and Still Got Escalated”
A telecom partner once asked us to audit their support SLAs. Their dashboards looked perfect: 99% tickets closed within promised timeframes. But complaints were rising. We picked one week and traced a sample. The pattern? Engineers would mark a ticket “resolved” just before the SLA expired—then re-open it later with a different status. Technically compliant, but operationally broken. The real issue was the workflow design: vague states, missing pause logic, and no rules for accountability handoffs.
We rebuilt the automation with real-world checkpoints—when work
starts, who owns what, what counts as paused—and tied SLA timers
to actual responsibility, not just timestamps. Suddenly, the
metrics started matching the mood on the ground.
This pattern repeats across industries where compliance and
accountability co-exist: finance, insurance, shared services,
public sector helpdesks. Anywhere SLAs exist, there’s room to make
them actually mean something.
What we deliver:
Unified workflow orchestration
Stitches together CRM, ITSM, ERP, and other platforms into one seamless process. This reduces cycle time and increases straight-through processing (STP), cutting manual touches.
SLA-aware task routing
Routes work by priority tiers and Operational Level Agreements (OLAs), ensuring high-value contracts get the fastest attention.
Exception-based escalation
Minimises “alert fatigue” by escalating only when SLA breach risk is real, not on every low-impact delay.
Cross-team collaboration channels
Integrates Slack/Teams directly into workflows so escalations and RACI-driven responsibilities are handled in-context, without breaking the chain of custody.
Performance dashboards
Displays MTTA, MTTR, SLA compliance %, and backlog aging so leaders can spot bottlenecks and fix them before they hurt service scores or revenue.
Ready to Let Your CRM Do the Remembering?
Let your team focus on what they do best—selling, supporting, and delighting.
No slides. Just live screens.
Change That Makes Sense
We keep it stable. We move forward together.
