Work-Relay in Action

Any organization that wants to plan, manage, and execute its work more effectively and efficiently can benefit from Work-Relay.

CONTACT US
Book a Discovery Session

Typical types of companies that use Work-Relay:

Work-Relay is a comprehensive, highly customizable work management system designed for organizations that manage complex, time-sensitive processes and projects.

Companies that install any kind of hardware or software (end-to-end process/project management for installing fiber networks,
solar panel arrays, packaged software), merchant services, complex intermediary approvals, etc.

Companies that have multiple locations that require services and equipment (e.g. A fast food needs to install new equipment in all its stores), franchisee on boarding, etc.

Companies that deliver any kind of service (e.g. multi-level process management for finance, insurance, marketing, clinical trials, education), audit-ability, early warning, complex multi-level approvals etc.

Companies that manufacture custom products and design/produce custom packaging for their products (designer rugs, food packaging, etc.). End-to-end processes typically go from design and production to shipping and warehousing.

Legacy IBM BPM processes migrated to Salesforce

Challenge

Processes are primarily service request based and revolve around Vendor management (SKUs, Options, Price Changes, Catalog Maintenance, etc). Most data resides in external DB2 and Siebel systems and needs to be integrated into the business processes managed in Salesforce. Data needs to be manipulated in Salesforce and then written back to the originating systems in real time.

Solution

Work-Relay processes replicated the legacy BPM functionality while keeping the user experience contemporary via the Lightning UX. Extensive use of Forms linked to the external databases allowed searching, loading and updating data that upon approval was written back to the source database. Dynamic multi-level approval processes include internal resources as well as Vendors, and provide the ability to track approvals, rejections, rework loops, and to track all comments related to those approvals.

Complex Financial Process Management For Emigrating Citizens

Challenge

South African company needs to manage the complex processes associated with South Africans emigrating to other countries. This includes transferring bank assets, retirement annuity, inheritance, life insurance proceeds and passive income.

Solution

Using Work-Relay, FinGlobal built a series of linked processes based around an Emigrant’s account. The processes are used to automate the creation of cases, and to manage aspects of emigration related to Banking, Fee Settlement, FICA, Forex, Investment, Insurance Policies, and Tax.  Many processes are triggered automatically based on conditions, and a number of ad hoc processes can be selected to run as needed.

“We have complex business processes and managed to build our 100+ processes using Work-Relay. A lot of our processes are automated via WR including calling Apex, send emails, update fields, create API records etc., saving our users manual intervention. Case management is an entirely automated process using Work-Relay. It is very user friendly and easy to change, add, enhance without a developer’s input.”

Custom Packaging Manufacturing Processes

Challenge

The process involved in creating custom packaging solutions for each client from an array of options is very difficult to manage.

Solution

Work-Relay allows each basic process type to be defined, but allows for run-time variability using data entered into the system at each step of the process to route the process based on this data.

“Great product with fantastic support!  We started using Work-Relay a year ago to manage some fairly complex business processes and workflows for creating new products. We typically have 100+ projects running at a time through several separate workflows. The support we have received from Work-Relay has been fantastic! They are quick to trouble-shoot all problems, even those that we created ourselves, and develop new functionality if needed.”

Global Approval Process For Third Party Intermediaries 

Challenge

Global Energy technology company needs to track the application process for Third Party Intermediaries. This requires tracking between 10 & 15 documents per applicant as well as all data relating to these documents. Once the data is input, a lengthy approval process ensues, with up to 15 approvers based on type of application. In the past, this process had been primarily handled via Excel and Word files, and email. This was time intensive and prone to error.

Solution

The process was modeled in Work-Relay so that the primary participants enter and upload data and documents via a series of forms. Automated actions send emails to the applicant and internal users so they can track progress and be informed of requirements. Automated data tracking was added so that data related steps will be automatically completed as users enter data into the system. Once all required data is complete, and documents uploaded, the approval process begins. At any point during the approval process, approvers can request changes to the application. A dashboard view and reporting allows detailed process analytics to be tracked.

“Before we were introduced to Salesforce and Work Relay, we tracked and managed our third-party agent due diligence program manually using email and spreadsheets. Thankfully, those days are gone! Salesforce and Work Relay now handle all of the managing and tracking for us which has allowed us to focus our resources on other aspects of the business. For us, adaptability and flexibility were important as our due diligence program is complex and Work Relay was the perfect solution”

Scale Unique Fulfillment Processes

Challenge

Australian digital marketing company sells web site design and hosting, SEO/SEM campaigns, email campaigns and more. They needed a system to manage the unique fulfillment processes that each type of product requires. Just starting with Salesforce, they needed a BPM solution that allowed for the visualization and auditability of processes, and that lived in the Salesforce ecosystem.

Solution

Using Work-Relay, Localsearch created fulfillment processes that are triggered automatically upon the addition of digital products to an Opportunity. In many cases, there are cross dependencies inherent in multiple products sold to an account, and Work-Relay allows them to set up constraints so that one product’s fulfillment is dependent upon another product’s fulfillment.

Benefits include:

  • ensures compliance with and standardization of processes
  • provides data for visibility of user performance, workloads, work in progress, KPI measurement
  • great stat’s on volumes, task durations and bottlenecks
  • all data can be visible on highly customizable salesforce dashboards

“We launched Work Relay simultaneously with our Salesforce implementation and haven’t looked back. There’s been numerous benefits of using this tool for the fulfilment of our digital marketing

products & services including:

  • ensures compliance with and standardization of processes
  • provides data for visibility of user performance, workloads, work in progress, KPI measurement
  • great stat’s on volumes, task durations and bottlenecks
  • all data can be visible on highly customizable salesforce dashboards”

Multiple Concurrent Equipment Implementation Projects

Challenge

The client needed the process design capability of a process management system as well as the schedule management capability of a project management system. Given the number and frequency of changes, trying to keep two products in sync was not an option.

Solution

The ability of Work-Relay to design complex processes that could be changed on-the-fly and manage them as projects significantly reduced time, errors, and omissions. The Work-Relay Progress Dashboards provided complete visibility of step status across multiple projects, as well as a Gantt chart for tracking timelines and scheduling resources.

“Without Work-Relay, it would have required an additional 3 or 4 people to manage this project. In addition, were able to complete the project months ahead of schedule by significantly reducing wait times between process steps and providing heads-up notifications to project participants, both internal and external.”

Franchise Onboarding

Challenge

Over 100 steps are involved in a successful onboarding, and they follow a very structured timeline. Tracking those dates using native Salesforce tasks is very difficult due to multiple dependencies. Also needed a way for franchisees to see all upcoming tasks and their specific due dates.

Solution

Work-Relay process was designed to track and schedule all the tasks so they only appear in the franchisees task list when required, along with their due dates. Forms capture required information at each step of the onboarding. Franchisees use a Salesforce community to enter their data and view upcoming tasks, and RE/MAX personnel can manage the processes and escalate if steps aren’t completed in a timely manner.

Long-running, Multi-phase Software Implementations

Challenge

The implementation processes require tight handoffs between different groups, some overseas. Managing the handoffs has been problematic, with tasks often assigned to groups before predecessor tasks have been completed. Data related to the processes needs to be gathered and be reportable to determine bottlenecks and other areas where performance can be improved

Solution

Work-Relay processes were developed for different products, with one process often launching a number of related processes based on the customer order. Many of the processes have steps that are tied to due dates calculated by date fields in the data model. As these dates change in the source records, they update the due dates in the process, so managers can keep close track of their implementations using a Gantt view and via Progress Dashboards. Extensive use of Work-Relay forms allows data to be captured dynamically and used in many areas of the process.

Complex, Ongoing, Multi-Step Implementation Project

Challenge

As part of a customer onboarding process, the client needed a standardized method of managing tight handoffs between different groups, globally. In the past, the handoffs had been problematic, with tasks often assigned to groups before predecessor tasks were completed.

Solution

Sub-processes, with one process often launching a number of related processes based on the customer’s requirements. Many of the processes have steps that are tied to due dates calculated by date fields in the data model. As these dates change in the source records, they update the due dates in the process, so managers can keep close track of their implementations using a Gantt view and via Progress Dashboards.  Extensive use of Work-Relay forms allows data to be captured dynamically and used in many areas of the process, as well as determine bottlenecks and other areas where performance can be improved.

Migrate From Legacy Application

Challenge

  • Quickly migrate mission critical application from Lotus Notes to Salesforce.com
  • Gain visibility into the end-to-end creation of all data attributes that make up the digital representation of a finished item.
  • Reduce manual effort by seamlessly integrating other systems responsible for artwork creation, nutritional information creation, supply planning, and ERP product data.

Solution

Creation of a “mother” workflow for New Product Development that includes all potential process segments with the ability to select a number of derived workflows based on a selection of options. The Work-Relay orchestration engine works with a number of external systems to drive the processes forward, and Work-Relay forms combine data from multiple sources as the UI for process steps assigned to users.

Process-driven Clinical Trial Projects Across The Globe

Challenge

Global bio-pharmaceutical organization’s cross-functional team had multiple, non-integrated process and data tracking methods. There was no common mechanism to ensure that the business processes and systems were accurately and efficiently capturing the data to meet the requirements of the legislation. The customer wanted a solution to enforce standard workflows, streamline its processes, manage exceptions and enforce compliance.

Solution

Work-Relay provides a common process layer that sits above the siloed systems, thereby facilitating the capture, management, audit and report spend activities in compliance with company, state and federal regulations. The solution provides transparency across multiple business units, minimizing risk and supporting compliance.

“All trials are trials, but each one is executed differently. That’s where the use of a product like Work Relay becomes extremely valuable. Work-Relay facilitates consistency, where consistency applies, and flexibility, where flexibility is needed.

Another key benefit relates to early warning of potential problems. When you’re managing hundreds of trials, you can’t look at each one individually to focus on the ones that are in trouble. Work-Relay gives you the means to determine where focus should be applied.

Lastly, the marriage of process automation and project management for task automation is a unique aspect of the Work Relay solution – the ability to manage the project within the context of managing a process. This eliminated for us the need to use two separate tools – one for process design and one for project management.”

Manage The Lifecycle Of Hosted VOIP Implementation

Challenge

VOIP implementations require complex, iterative processes with the ability to track data in multiple database tables. Multiple vendors are required to interact in the process.

Solution

The ability to handle data-driven processes and projects in Work-Relay allow interaction with multiple objects in Salesforce, and the Community capabilities allow partners and customers to interact and update data via interaction with Work-Relay Forms.

“We use Work-Relay to track progress on all our projects and use it as the internal communication platform for our entire company. The Work Relay is a great tool to design processes in a what-you-see-is-what-you-get environment. It ensures the right data is entered at the right time from the right person. Since we are working on projects where the team is set up by people in different time-zones, having meetings is difficult. This app makes it possible for us to drive a project or process without too many meetings. The tool is very easy to use and powerful.”