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Introducing Workflow Management.
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Introducing Our Client, 

A Digital Distribution Team, within a Global Investment Firm

  • Managing all events, campaigns & web content

  • Whilst facing a high volume of enquiries

At A Glance:


Why evolve were needed:
 

  • Vendor Selection & Integration

  • Workflow Configuration

  • Training & Communications

  • Change Management Strategies

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Key Benefits:

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  • Increased Efficiency

  • Enhanced Visibility

  • Improved SLA Management

  • Scalability & Adaptability

The Situation.

The Digital Distribution team at an Investment Management firm relied on emails to manage their incoming requests and projects. With 100’s of incoming requests weekly, increasing as digital marketing usage expanded. 

 

The high volume of requests, coupled with a lack of visibility and inconsistent prioritisation approach, made it difficult to meet Service Level Agreements (SLAs), leading to frustrations among collaborators across the business.

 

Our task was to implement a workflow management tool to address these challenges and streamline request handling and project management processes.

Our Approach.

  • Completed a comprehensive analysis of the current workload, categorising tasks by type, team, and member to establish future state work classification and assignment rules.

 

  • Defined requirements based on identified tasks, considering improvement opportunities and the new classification and assignment rules.

 

  • Implemented features allowing requestors to track the status of their requests, reducing the need for follow-up emails.

 

  • Facilitated a vendor selection process to ensure the chosen tool aligned with team needs.

 

  • Mapped out end-to-end workflows and handed over to the Salesforce Analyst for configuration within the existing Salesforce environment.

 

  • Conducted User Acceptance Testing to validate workflow configuration.

 

  • Developed reports and team dashboards to facilitate day-to-day work management and increase visibility of current backlog size for key stakeholders, aiding in SLA understanding and priority decisions.

 

  • Conducted a Training Needs Analysis to identify affected stakeholders and users, determining appropriate training and communication strategies.

 

  •  Delivered all required training and communications to ensure successful implementation and adoption.

* Building blocks used for this project within our SP.ACE framework, can be found highlighted.

The SPACE framework for Introducing Workflow Management. Under Strategy & Planning: Project Charter, Impact Assessment, Project Delivery Tracker and RAAIDO. Under Analyse, Situation: Understanding Today, As-Is Processes, Understanding the Future, High Level To-Be Proccess Flows, Gap Analysis. There is nothing under Analyse, Service. Under Change, Design: Technology, Process & Operations, Procedures, Requirements and MI. Under Change, Deliver: Training (TNA & Delivery), Comms, Docs & Online Recourses, Testing, Launch/Cut Over Planning and Early Life Support Plan. Under Evaluate, Imbed: Early Life Support Management and Project Handover. Under Evaluate, Learn: Lessons Learned and Continuous Improvement Ops.

The Outcome.

The team could now concentrate on delivering work rather than managing it, leading to a significant improvement in stakeholder relations. Additionally, the increased visibility resulted in a reduction in incoming traffic.

 

The success of the workflow management model prompted its expansion to other areas of the distribution team.

Sound good?

See how we can help you create sustainable, seamless change.

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