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

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.

Fortune 100 Food Company: Replace legacy BPM system

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.

Fortune 50 Company: Migrate spreadsheet applications

Challenge

The company was managing their Design to Print projects using operational project tracking spreadsheets (Excel). The challenge was to convert these spreadsheets into a Work-Relay process driven application to track both process and project metrics as users update data and complete milestones. In addition, the user interface had to be simple – essentially mimicking the single worksheet Excel experience but overlaying process on top of it to manage task assignments, automatic calculation of milestone dates, and be able to audit project progress using detailed reports and dashboards.

Solution

We created a Work-Relay application to allow a spreadsheet-like experience for users to view and update data, and advance milestones from a single screen. Different users interact with the application based on their roles, so Project Managers set up and oversee projects, Department Owners are responsible for completing the requirements for their assigned milestone. Other users throughout the organization have access to project data in read-only format.

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.

Global CRO: Process-driven Clinical Trial Projects

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.

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.

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.

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.

 

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.

 

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

Perennials

Objective

Perennials needs to manage the end-to-end process of manufacturing custom rugs – from quoting custom rug orders, sending renderings to customers for approval, providing samples, coordinating the production of the rug with the factory in India and then running quality control back in the United States.

Challenge

Since the business is so physically disparate and covers multiple roles within the organization (sales, product development, operations, logistics, factory and warehousing) it is difficult to know where any custom rug order is in the end-to-end process, and communication between the central office and factory in India is a  potential point of failure.

Solution

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.

Challenge

Colleges and universities need to streamline the admissions process and automate where possible to reduce human error. The application assessment process is typically labor intensive, manual, and pressure filled. It takes too long to keep up with the number of applicants that need to be processed. Since many of the component parts of the process are composed of repeatable workflows, a work management tool that can set up these building block processes and distribute the work intelligently to admissions agents would significantly streamline the admissions process.

Solution

Work-Relay is used to build the application processes and sub-processes and distribute work to agents using a Kanban dashboard which can present multiple filtered views of work as well as allow agents to prioritize their work. Forms are an integral part of the workflow where agents can fill in context sensitive data at each step of the process. Automation can be added where applicable in the process (updating data records in the background, sending data to external systems, etc) based on agent actions.

Other Use Cases:

  • Employee Performance Appraisal Management
  • Research Grant approval process where faculty can request funds for research that goes through multiple levels of review and approval.
  • New Course Addition Process
  • New Hire Onboarding

Objective

Migration of all business processes from PMG to Salesforce, which is a primary system of record. Having processes execute natively in Salesforce, using Salesforce data, will reduce duplication of data entry between systems. Processes are mostly request based (Employee/HR requests, IT requests, Contingent Worker requests, etc) and go through multiple approval paths, sometimes very complex. 

Challenge

Having processes run in PMG required data entry in multiple systems (PMG + Salesforce), so was not a viable long term solution. And creating the same processes using native Salesforce tools did not provide end-to-end visibility and auditability, nor the ability to create very complex, dynamic forms and process definitions. 

Solution

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.

 

Objective

Create a platform that guides internal staff through the project management of Commercial Property Assessed Clean Energy (C-PACE) loan applications from lead through closing, instructing users on next steps and ensuring compliance with internal, funder, and program requirements..

Challenge

 C-PACE has enormous complexity, with rules and processes that vary by local taxing entity. C-PACE loans cover $100k solar installations to $100MM development projects and cover all geographies and property sectors.  Therefore the loan diligence process is complex and dynamic and users are often confused on what to do next, or what is still outstanding.

Solution

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.

PJM Interconnection

Objective

PJM needed to manage complex telecommunications access requests, which include scheduling the ordering and installation of equipment, configuring routers and switches, and setting up network configuration files.

Challenge

Requirements between requests vary considerably and a number of decision points control the flow of the process. PJM needed a good process management tool to take all the variations into account and fulfill the requests in a timely manner.

Solution

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.