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How Work-Relay helps

Increase visibility.

Bring together people from different teams and functions along with process data from different sources so everyone has a single, central, real-time view of process/project health.

Increase efficiency.

Streamline operational processes, shorten cycle times, increase production rates, and increase responsiveness to market needs.

Enforce policies and procedures.

Enforce due diligence best practices, regulatory requirements, and internal policies across geographies and lines of business.

Improve work transitions.

Prevent things from falling through the cracks by improving the visibility of commitments and by automating the notification of missed deadlines.

Work-Relay provides a unified, consistent solution that simplifies your environment and bridges people and systems.

  • Unified monitoring, measurement, control, and reporting increases visibility.

  • Unified resource management simplifies planning.

  • Unified communication and collaboration medium reduces miscommunication.

  • Unified framework provides consistency.

  • Unified database and content repository eliminate duplicate information.

  • Unified administration reduces duplicated administration, licensing, and training costs.

Case Study

Vendor management for the worlds largest home improvement retailer


Sunset legacy IBM BPM system and manage the same business processes inside Salesforce. 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 Saleforce. Data needs to be manipulated in Salesforce and then written back to the originating systems in real time.


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

Case Study



  • A fast food company needs to implement a new point-of-sale system in all of their 6,000+ stores.
  • ​The solution needs to coordinate hundreds of franchises, thousands of stores, and a multitude of collaborating participants to successfully complete each implementation.
  • ​The number of tasks to be scheduled and tracked is extensive, from coordinating multiple vendors and contractors, ordering and shipping equipment, training employees and integrating the help desk. Some tasks can occur in parallel, while other tasks are interrelated and need to follow a specific sequence.
  • ​All tasks are deadline

– related, and if one step gets held up, it puts all other steps in the process on hold

– even those steps that could be completed independently of the currently stalled step


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.


  • Typical problems included:
  • Heavily reliance on email.
  • Important information falling through the cracks.
  • Redundant messages/notifications.
  • Flooded inboxes
  • Redundant processes.
  • Difficulty finding information in Excel.
  • No checks and balances system for missing information prior to install. No easy way to provide an overview of the project’s progress.
  • Manual scheduling.
  • Manual workflow management.
  • No integration with other teams and departments
  • Error-prone and time-consuming cutting and pasting spreadsheets.
  • Missed sending of notifications and updates.
  • Slow speed of huge spreadsheets.
  • No central repository of information.
  • Need for backups and disaster recovery

The Work-Relay solution includes the following:

  • A centralized database provides a single, non-redundant source of truth, eliminating the cutting and pasting of spreadsheets, and manages an unlimited amount of data.
  • Automated monitoring provides complete visibility over the implementation process for all involved, and a dashboard provides a snapshot of current status.
  • Workflow eliminates lag time between tasks, and ensures that nothing falls through the cracks.
  • Automated notifications and updates reduces lag time and cycle time.
  • Automated integration with external systems.
  • Chatter allows all parties, both inside and outside the organization, to communicate in real-time, significantly reducing email traffic and speeding up problem resolution.
  • Work-Relay allows a knowledge base to be built organically, reducing the time required for future installation
  • Mobile enablement allows technicians to complete checklists and register and assign issues immediately
  • Reporting and analytics are used to determine violations of SLA’s, bottlenecks, and comparative performance among vendors.

The future

With the execution of the point-of-sale management technology implementation project, the organization planted the seed for a comprehensive, enterprise-wide self-service database that can be used by anyone in the organization to build solutions for their needs. This has led to multiple departments taking advantage of the database and Work-Relay has been used to handle everything from change management to kitchen implement management.


“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.”