Use-case library

Workflows we can put into production.

17 workflows, grouped by the part of the business they sit in. Each one describes the manual process as it runs today, the future state, the systems involved, where a person stays in the loop, and how it would be measured.

Sales

2 workflows
A salesperson smiling on a call at a sunlit wooden desk, jotting a note beside an open laptop.

Inbound lead intake and qualification

Enquiries arrive across email, web forms, and phone, and are worked in the order someone notices them.

Today
A coordinator re-keys each enquiry into the CRM, guesses priority, and forwards it on.
After
Every enquiry is captured, structured, scored against your criteria, and routed to an owner, with a drafted first response held for approval.
Systems
Web forms, shared inbox, CRM, calendar
Human in the loop
Required before any external message is sent
Measured by
Time to first response; share of enquiries qualified within one hour

Proposal first-draft assembly

Proposals take days because pricing, scope, and past language are scattered across drives and inboxes.

Today
A salesperson finds the closest previous proposal and edits it manually.
After
A draft is assembled from your approved pricing rules, service descriptions, and the specifics of the opportunity, then handed to the owner to finish.
Systems
CRM, document storage, pricing sheet
Human in the loop
Required — nothing is sent to a client automatically
Measured by
Proposal turnaround time; number issued per week

Customer service

2 workflows
A person typing a friendly reply on a laptop at a bright, plant-filled desk.

Inquiry classification and routing

The queue is worked by arrival order, so urgent and simple requests compete for the same attention.

Today
An agent opens each message, decides what it is, and forwards it manually.
After
Requests are classified by type, urgency, and account, then routed to the team that can resolve them, with escalation rules on at-risk conversations.
Systems
Helpdesk, CRM, knowledge base
Human in the loop
Spot-check review; automatic escalation to a person on low confidence
Measured by
First-contact resolution rate; time to correct owner

Answer drafting from documented knowledge

Answer quality depends on which agent picks up the ticket.

Today
Agents search old tickets and ask colleagues for the current answer.
After
A draft reply is prepared from your current documentation with the source passage attached, and the agent edits and sends.
Systems
Helpdesk, document storage, policy library
Human in the loop
Required on every reply
Measured by
Handle time; quality-review score; answer consistency

Operations

3 workflows
Colleagues coordinating a weekly schedule together around a warm wooden table.

Document intake and data extraction

Incoming documents are re-typed into operational systems, slowly and with errors.

Today
Staff open each document and key fields into one or more systems by hand.
After
Fields are extracted, validated against your rules, and queued for approval before being written to the system of record.
Systems
Email or scanner intake, ERP or accounting, document storage
Human in the loop
Required for low-confidence extractions and all writes above a threshold
Measured by
Documents processed per hour; error rate; cycle time

Scheduling, confirmation, and reminders

Bookings, changes, and no-shows consume coordinator hours every day.

Today
A coordinator books manually and chases confirmations by phone and email.
After
Availability, confirmations, reminders, and reschedules are handled automatically, with exceptions routed to a person.
Systems
Calendar, CRM, SMS or email provider
Human in the loop
Required for cancellations, conflicts, and unusual requests
Measured by
No-show rate; coordinator hours per week; utilisation

Approval workflows with context

Approvals stall because the approver has to go and find the supporting information.

Today
Requests sit in an inbox until someone assembles the context manually.
After
Each request is packaged with the history, spend, and policy position the approver needs, and tracked to a decision.
Systems
ERP or finance system, document storage, chat or email
Human in the loop
The approval itself is always human
Measured by
Approval cycle time; share overdue

Marketing

1 workflow
Printed campaign layouts and colour swatches spread across a warm desk beside a laptop.

Campaign performance reporting

Reporting is rebuilt by hand each period and rarely explains what changed.

Today
An analyst exports from each channel and assembles a spreadsheet.
After
One reliable view is produced on a schedule, with plain-language commentary on what moved and why.
Systems
Ad platforms, analytics, CRM
Human in the loop
Required before the report goes to management
Measured by
Hours to produce; reporting cadence met

Finance

2 workflows
Tidy folders and a ledger notebook stacked beside a laptop on a warm wooden desk.

Invoice processing and coding

Payables consume administrative hours and errors surface at month end.

Today
Invoices are opened, coded, matched to purchase orders, and keyed in manually.
After
Invoices are read, coded against your chart of accounts, matched, and queued for approval — never posted automatically.
Systems
Accounting or ERP, email intake, document storage
Human in the loop
Required before posting and before any payment
Measured by
Cost per invoice; days to process; exception rate

Contract term extraction and reminders

Renewal dates, notice periods, and obligations live only inside PDFs.

Today
Someone reads each contract and maintains a spreadsheet, when there is time.
After
Key terms and dates are extracted into a tracked register with reminders ahead of every deadline.
Systems
Document storage, calendar, CRM
Human in the loop
Required — extracted terms are confirmed before they are relied upon
Measured by
Missed renewal count; register completeness

Administration

1 workflow
Hands filing sheets into labelled folders on a warm wooden desk in morning light.

Document classification and filing

Files are saved inconsistently, so finding anything takes longer than it should.

Today
Staff name and file documents by personal habit.
After
Incoming documents are identified, named to a convention, filed, and made searchable with permissions applied.
Systems
Document storage, email intake
Human in the loop
Required for anything the system cannot classify confidently
Measured by
Search success rate; filing backlog

Human resources

2 workflows
Two colleagues in a welcoming conversation across a light wooden table in a sunlit room.

Onboarding sequence coordination

Week one is improvised, so new starters wait on accounts, equipment, and training.

Today
HR works from a checklist and chases each department by email.
After
Accounts, equipment, paperwork, and training are sequenced and tracked, with owners and due dates assigned automatically.
Systems
HR system, IT service desk, document storage, calendar
Human in the loop
Required for approvals and access grants
Measured by
Time to productive; checklist completion by day one

Policy question assistant

HR answers the same policy questions repeatedly, and staff sometimes act on outdated documents.

Today
Employees email HR or ask a colleague.
After
Employees get an answer drawn from the current policy set with the source shown, and anything unusual is routed to a person.
Systems
Policy library, chat or intranet
Human in the loop
Required for anything touching an individual's circumstances
Measured by
Repeat question volume; time to answer

Management

2 workflows
A person reading a printed summary at a sunlit desk beside a laptop showing a simple graph.

Recurring executive briefing

Leadership meetings start by assembling numbers instead of making decisions.

Today
Each department prepares its own figures on its own basis.
After
A standing briefing is assembled from the systems of record on a common basis, ready before the meeting.
Systems
CRM, finance system, operations system
Human in the loop
Required before distribution
Measured by
Preparation hours; decisions per meeting

Meeting-to-action tracking

Commitments made in meetings are not tracked, so follow-through depends on memory.

Today
Someone takes notes and, sometimes, circulates actions afterwards.
After
Decisions and commitments are captured and converted into tracked tasks with owners and dates.
Systems
Meeting recording or notes, task or project system
Human in the loop
Required — the chair approves before tasks are created
Measured by
Action completion rate; overdue actions

Internal knowledge

2 workflows
Warm wooden shelves of reference binders beside a small desk in golden afternoon light.

Company knowledge assistant

Answers live in people's heads, so new staff take months to become productive.

Today
Employees interrupt colleagues or search several systems without success.
After
Staff ask a question and receive an answer grounded in your own documents, with the source passage shown for verification.
Systems
Document storage, intranet, policy and SOP library
Human in the loop
Source shown on every answer so the reader can verify
Measured by
Time to answer; unanswered question rate; time to competence

Standard operating procedure retrieval

SOPs exist but are not used, because reaching the right one mid-task is too slow.

Today
Staff work from memory or ask a supervisor.
After
The correct current procedure is surfaced at the moment of the task, with version and owner shown.
Systems
Document storage, SOP library
Human in the loop
Version approval remains a human step
Measured by
Procedure adherence; error rate on the task

These are described workflow patterns, not published client deployments. Scope, systems and measurement are confirmed for your business during the Opportunity Roadmap.

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