Case studies

A breakdown in communications was leading to priority orders going unfulfilled, and specs on fulfilled orders were sometimes incorrect. The result was that both product quality and customer satisfaction were dropping. This was a recurrent problem, and the team was struggling to share information in a timely fashion. Additionally, different teams relied on different systems to track their data. This abundance of software made gathering KPIs arduous, so performance was difficult to gauge until weeks after the fact. Responsiveness to any issues was slow. The workflow was not easily managed, orders were backing up, and problems were getting missed.

Our solution was focused on project, workflow, and data management to create more efficient and accurate information sharing across the entire company. A system that would use automation to prioritise projects that met certain criteria was of primary importance. Lead scoring and sales tracking would be helpful for both keeping orders on track and learning lessons from incomplete sales. A chain of review for decision-making was identified as a helpful aid to efficiency. Document generation software and a fully configurable, collaborative dashboard to provide oversight and data access would keep performance on track and give relevant real time reports as needed.

We conducted requirements capture meetings with the client and returned business process models and workflow maps to reflect their aspirations. We identified that the client already had a lot of good software applications in place, and we integrated them through a bespoke version of Clockworx early on in the process to facilitate a phased delivery of the final system. We were able to fill CRM and quotations generation needs in the software provision by using capabilities within the Clockworx platform. The final system spans the entire sale process, from pre-sale and quotation to deployment and post-sale servicing. We used existing APIs, synchronization tools, and external automation to make order prioritisation more straightforward, to escalate decisions, and to notify team members of changes to orders. We made use of Clockworx’s multi-lingual functionality to give an international workforce added advantages. By bringing all data onto one dashboard, we created a centralized hub for information where “one truth” can be readily accessed by everyone from multiple devices and channels at any time, including the financial data needed by the owner.