USE CASE: Product Installation

Taco Bell

Objective: Implement a new point-of-sale system in 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.


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 management of the 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.

Typical problems included:

Heavy 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.

Solution & Results

The Work-Relay solution included 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 reduce 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.

Reduced timeline.

The solution reduced the staff required by more than half, and reduced the timeline to complete the project by 40%.


Simplify complex processes and projects with Work-Relay

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Work-Relay Solutions

Streamline Business Operations

Manage business operations with agility.

Overcome Spreadsheet Limitations

Move complex operational spreadsheets to Salesforce.

Migrate Legacy BPM

Migrate legacy BPM systems to Salesforce.

Control Citizen Development

Decrease the learning curve and increase governance.

Maintain Process Discipline

Bring business process discipline to project management.

Manage Complex Processes

Enhance your ability to manage operational complexity.

Unify Work Management

Replace company work management systems.