Service-request intake and assignment
Does a request need to move from one intake source to a branch, queue or system?
Possible pilot: An agreed source, required fields and assignment rules, with incomplete requests handed to a person.
Operations workflow pilots
Improve one handoff.
Prove the next step.
For operations, service and contact-center leaders at regional, multi-location service businesses. Start with a recurring process across your existing tools, then decide whether a narrowly scoped automation is worth building.
Questions to investigate
Where does the work cross a boundary?
These examples are starting points for discovery. Integration support, access and business rules determine what is feasible in your environment.
Human callback handoff
Can the responsible person see the context and next action after an intake interaction?
Possible pilot: A trackable callback task with an owner, the necessary context and an agreed escalation path.
Exception tracking
How does your team find work that did not complete or needs a decision?
Possible pilot: A visible exception record, a responsible person and a documented way to recover or continue manually.
Manual reconciliation
Are people repeatedly comparing or copying records across tools?
Possible pilot: An agreed record comparison or transfer, with mismatches surfaced for review before consequential changes.
A paid, written scope
What we agree before implementation.
01
A bounded workflow
One branch or team, the systems involved, approved actions and explicit exclusions. Technical access and integration feasibility are checked before committing to delivery.
02
A baseline and acceptance criteria
Use your observed volume, handling effort and exception counts. Write down what a correct run looks like, how failures will be tested and who accepts the work.
03
A human fallback
Name who handles exceptions, what they receive and how the team continues if an integration is unavailable. Agree on permissions and data handling before access is granted.
04
Commercial and operating responsibilities
Agree on the paid scope, price, milestones, third-party costs, documentation and handoff. Any monitoring, maintenance or support coverage is specified separately in writing.
Then make an expansion decision.
Review the evidence against the agreed baseline and acceptance tests. Decide together whether to expand, revise or stop. Additional locations, workflows and ongoing coverage require an agreed scope.
A useful fit
A process owner and a reason to act.
The first conversation is most useful when your team can describe the current process and involve the people responsible for it.
- A recurring handoff with a measurable cost, delay or error to investigate.
- An operations sponsor who can involve the workflow owner and the person who approves spending.
- A path to approved system access and any required IT or vendor review.
- A willingness to fund a defined pilot if discovery supports the business case.
Inspect the work
Built by Mike. Evidence with clear limits.
Mike's portfolio contains owned systems, public workflow code, demonstrations and test notes. It does not establish paid-client revenue results or deployment in your environment.
View the implementations and test limits →Bring one workflow to the conversation.
Tell Mike your role, the team or locations involved, the systems in use and the recurring handoff you want to examine. Include who owns the process and whether a paid pilot is an option. Share a high-level description only; leave out customer records, credentials and confidential data.
Or pick a time to talk →