Work-Relay in Action

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.

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.

Work-Relay application was created to allow a spreadsheet-like experience for users to view and update data, and advance milestones from a single screen. Robust filtering allows users to interact only with tasks that are relevant to them instead of working with the entire spreadsheet. Process data is tracked and used to create reports on Target vs Actual Lead Times, Durations per Phase, and how long the waits are between milestones. These metrics can be used to continuously improve the process.

The Work-Relay solution included, for example:

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.

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.

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 Scorecards. Extensive use of Work-Relay forms allows data to be captured dynamically and used in many areas of the process

Order processes were designed in Work-Relay for each product type. Dependencies on other processes and objects (ie, construction related milestones) are built into key steps to wait for those to complete before being able to move forward with the Order process. In addition to the process designs, a Project “control panel” was set up using Work-Relay forms which rolls up dates from each of the component processes and objects (orders, locations, permits, etc) and shows how timing delays in any of the component parts will affect the overall timeline of the project.

The process was modeled in Salesforce and Work-Relay so that the assigned Managers enter and upload data 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 shows users and management exactly where the applicant is in the process, and how much is left to complete. Once all required data is complete, the approval process is started. At any point during the approval process, any approver can request changes to the application or reject the candidate. A dashboard view and reporting allows detailed analytics to be tracked in real time.

As a result of implementing Work-Relay the organization has real-time visibility into processes that span the globe, an automated mechanism to assign tasks and send reminders to ensure on-time completion of tasks, and automated document generation for a number of critical documents.

The end-to-end process was designed in Work-Relay and allows anyone in the business to understand where any rug is in the production cycle, to seamlessly hand off tasks to the next group, and to view metrics and spot bottlenecks early.

Work-Relay was used to build the application processes and sub-processes and distribute work to agents using the Kanban dashboard which can present multiple filtered views of work as well as allow agents to prioritize their work. Automation was added where applicable in the process (updating data records in the background based on agent actions, etc).

PMG processes and forms were re-designed using Work-Relay, a 100% native Salesforce solution for business process management. This was the missing link in streamlining from 2 systems (PMG + Salesforce) down to 1 (Salesforce with Work-Relay). It provides the ability to create complex, very dynamic forms without writing custom code, multiple complex approval processes, and the ability to view process execution data in a variety of Work-Relay dashboard views. Parsons recently completed the transition of all their PMG processes to Work-Relay.

Work Relay allowed for hyper customization of processes, linking our loan origination steps in a chronological order that clearly tells users what they need to do next to advance the deal. Work Relay provides excellent visual overviews of what’s done, not done, or might be stuck on a single opportunity level and a portfolio level. The Gantt Chart capabilities allow for managers to see when user projected close dates are likely to be unrealistic, improving predictive capabilities around sales and helping to focus users on the most critical deals. No other software provided the level of flexibility that we needed to build a useful project management tool.

The PJMNet Request process was modeled in Work-Relay, including all the routing variations required, and Work-Relay forms were used to capture the data needed as the process executed. Detailed audit data allows PJM to review completed processes and identify bottlenecks and where performance enhancements can be made to streamline further.