Business Challenges

  • Freshdesk is used by customer as their primary ticketing tool
  • However it was not efficiently used by legal group due to complex business process and rules associated
  • Multiple steps of workflow coupled with approval process was needed by customer to improve TAT
  • Lack of over all communication

Project Highlights

  • Furnished overall business process rules, workflows required
  • We suggested process automation leveraging our experiences in rule engines and workflow management
  • Entire approval process was built to ensure assigned tickets & tasks are handled pro-actively
  • No GUI change from user’s perspective , Power BI for SR reporting /dashboard backend platform to manage data and workflows

Customer Benefits

  • The customer project worth million dollars were delayed due to lack of legal document approval.
  • The TAT was improved significantly which led saving in terms of providing approval on time.
  • Proper communication and escalation helped customer to be more accountable

Process Automation to improve process efficiency