Work-Relay in Action

Any organization that wants to plan, manage, and execute its work more effectively and efficiently can benefit from Work-Relay.
Legacy IBM BPM processes migrated to Salesforce
Objective

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)

Challenge

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.

Objective

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
Objective
Convert an operational project tracking spreadsheet into a process driven application to track both process and project metrics as users update data and complete milestones.
Challenge
The spreadsheet only offers a current snapshot of where milestones are in a project, with no audit history as milestones are completed. Absent this data, it is difficult to track time spent in each milestone, where the bottlenecks are, and where opportunities for improvement exist.
Solution
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.
Multiple Concurrent Equipment Implementation Projects
Objective
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.
Challenge
The management of the point-of-sale integration project started out as a single spreadsheet and rapidly grew into a hodgepodge of many interrelated spreadsheets that were emailed around for data entry, cut-and-pasted, manually consolidated, and otherwise used well beyond the intended capabilities.
Solution
The Work-Relay solution included, for example:
  • 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.
  • Automated integration with external systems
Global CRO: Process-driven Clinical Trial Projects
Challenge
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.
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
Objective
Manage Onboarding process for new franchisees for a new mortgage product based on a strict timeline counting backward from Go Live date.
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
Objective
Manage long-running, multi-phase software implementations for car dealerships. Multiple product lines with many process variations need to be accommodated.
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 Scorecards. 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
Objective
Manage installation of multiple fiber products sold to a customer and calculate the critical dates based on dependencies between orders, work orders, permits and locations. If a location is under construction, date dependencies will include construction milestones.
Challenge
Each project is composed of multiple fiber orders, equipment locations, central offices, permits, etc and understanding the impact of delays in one component on the overall project completion date is near impossible using out-of-the-box tools in Salesforce. Understanding these dependencies is critical for successful project completion.
Solution
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.
Complex Financial Process Management For Emigrating Citizens
Objective
Reduce the cost and increase the efficiency of customer onboarding.
Challenge
  • Manual processes, complex and ever-changing regulations and repetitive due diligence requests are driving longer onboarding times and time to revenue, greater costs, higher customer dissatisfaction and non-compliance.
  • Standardize and specialize compliance globally.
  • Cut onboarding time and time to transact while enabling compliance using rules-driven processes that dynamically apply the right regulation at the right time
  • Rapidly adapt to new regulations and risks with the rule management empowering business-level modification and extension of regulatory rules in minutes.
  • Reduce lack of transparency on the progress of onboarding for relationship managers as a result of multiple inconsistent onboarding processes within a single bank, causing repeated interactions with customers to gather the data they need.
Solution

The solution included, for example:

  • Dynamic processes automatically apply regulatory rules by country, customer type, product and risk to ensure compliance with country and product specific requirements.
  • Master customer profile delivers a 360-degree view of individuals and entities across accounts, geographies, lines of business and complex direct/indirect and parent/child relationships.
  • Dynamic rules are configured with regulatory expertise.
  • Intent-led processes guide users, automatically adjusting steps based on driver data (e.g., customer, product, geography, regulatory requirements and risk rating) and question responses.
  • Rules-driven processes automate escalations and approvals based on risks.
  • Date- and time-stamped history provides a complete audit trail of all steps taken during evaluation, including documentation and all system, rule and workflow changes.
  • Easily configured, real-time reporting dashboard and robust pre-defined reports on key operational risk metrics, including timeliness,
Global Approval Process For Third Party Intermediaries
Objective
Energy company needs to track the application process for Third Party Intermediaries. This requires tracking 10 to 20 documents per applicant as well as all data relating to those documents. Once the data is input, a lengthy approval process takes place, with up to 15 approvers potentially requiring sign off.
Challenge
In the past, this was handled using Excel spreadsheets, Word documents and email, which is time intensive, prone to error, and doesn’t provide real time feedback of where applicants are in the process.
Solution
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.
Scale Unique Fulfillment Processes
Objective
Increase the efficiency of the digital marketing process.
Challenge
  • No holistic visibility into plans, status and results for a broad range of people.
  • No early warning that SLA targets are in jeopardy.
  • Spreadsheets and generic project management tools are unable to handle the complexity and volume of projects.
  • Collaboration is fragmented across multiple communication channels. Visibility and sharing are cumbersome.
  • Inability to include external users in processes.
Solution
  • The Work-Relay process designer makes it easy to create process variations for different customers to ensure optimum outcomes.
  • Deliver just-in-time knowledge for process participants to efficiently complete their process steps using Work-Relay Smart Steps.
  • Complete real-time visibility of process progress using the Work-Relay Progress Dashboard.
  • Reduced miscommunication by keeping track of accurate information, making it always available, and making changes immediately visible.
  • Faster problem resolution through contextual collaboration in Chatter.
  • Reduced lag time through automated notifications, reminders, and escalations.
  • Faster and more accurate data capture using Work-Relay Smart Forms.
  • Automated database updates, issue creation, and web service invocation increases efficiency and improves accuracy.
  • Work transitions are more efficient and timely using rules, reminders, and checklists.
  • Reliable performance metrics allow for process improvements to be made.
  • Better decision making as a result of timely and consolidated information.
  • Increased accountability through details audit trail.
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.
Monash University
Objective
Streamline the university admissions process and automate where possible to reduce human error
Challenge
The application assessment process is very labor intensive, manual, and pressure-filled. It takes too long to keep up with the number of applicants that need to be processed. Since the component parts of the process are composed of repeatable workflows, Monash is looking for a work management tool that can set up these building block processes and distribute the work intelligently to their admissions agents.
Solution
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).
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.
Transcontinental
Manage packaging design and production for the food industry.
Challenges
  • Inability to rapidly respond to changing customer demands during the manufacturing process.
  • Incorrect / incomplete forms with wrong input caused manufacturing to provide the wrong solutions.
  • Large amount of time elapsed between initial request and supplying an offer which caused customers to look for other suppliers.
  • Changes to processes didn’t result in any gain in productivity for the company.
  • Low customer satisfaction when issuing a change request.
  • Customer demands for top quality products in little time
  • Pressure from competitors with more streamlined processes
  • Inability to review and improve processes
Solution
  • Work-Relay allows each basic process type to be defined but allows for run-time variability using data entered into the system on each step of the process, and routing the process based on this data.
  • Implemented a Customer Product Request processes across departments.
  • While entering data, plausibility checks are carried out so that errors and queries can be avoided from the beginning.
  • A real-time dashboard provides situational awareness of processes in progress.
  • Customers are automatically kept up to date on the status of their orders.
  • Reporting and analysis show hidden delay time and allow for trying out different solution alternatives.
Result
  • Measurable accountability to deliver on time.
  • Increased customer satisfaction and loyalty.
  • New process improvement focus across the entire organization.
  • Employees started to think in complete process chains and not in single tasks.
  • Complete visibility across the organization on request status.
  • System ensures requests are complete and accurate, eliminating time wasted working on incomplete requests.
  • Dramatically reduced cycle time.
  • Responses to customer product requests on technical product variation, which previously could take up to weeks, now are reviewed, calculated and answered within a few days.
  • Improved quality resulted from an improvement in accurate work as a result of higher transparency.

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