Automate workflow steps and escalate work that runs late
Also listed as: Script & web-service tasks, SLA & escalations
What is it?
Workflow steps can run a script or call another system automatically, and Xelence can track service-level targets for a step and escalate work that is stuck or overdue to the right team.
Why does it matter?
Less manual hand-off between systems, and fewer cases that stall unnoticed until a deadline is missed.
Start thinking about
- Are your key business processes documented, and are they followed the same way across teams?
- Where are your biggest backlogs, delays or missed service targets today?
- Which decisions in your workflows must always stay with a person?
- How will staff roles and workloads change as more routine steps are automated?
- Who owns each process, and who approves changes to it before deployment?
- How will you sequence process changes with Xelence upgrades and staff training?
Terms used on this card
- Business process management (BPM)
- Designing, automating and tracking the steps of a business process, such as who approves what, and in what order.