Process automation
Most organisations that ask us to automate a process outside IT discover the process was never designed. It runs on convention, email and one person who knows the exceptions. There is no document to automate from — which is why the tool arrives, sits there, and the work carries on by hand.
We start by mapping how the work actually flows rather than how the manual says it should, then automate it: ITIL-aligned workflows with AI handling the repetitive decisions, whether that is a service desk, legal claims, compliance checks or citizen requests.
Every process is documented and tested before it goes live, and your team is trained to change it afterwards without calling us.
A new process takes weeks rather than quarters. When the auditor asks how a decision was made, the answer is a report rather than three weeks of assembly.
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Common questions
Is the work the same whichever process we need?
No, and we scope it by how involved the process is. Designing how incidents get handled is a smaller job than change management with several types of change running through it, or asset management across a range of asset types. The more involved ones take longer and include automation rules that fire on conditions you define. We tell you which shape yours is before you commit to anything.
How does the work actually run?
It starts with workshops involving the people who own the process, because they are the ones who know the exceptions. We then build it in the platform, document it with test cases and work instructions, and train your staff. A project manager runs the engagement, and you accept pieces as they land rather than everything arriving at the end.
Can you do several processes at once?
Each process is scoped on its own. Most organisations start with one, watch it work, and add the next once their team has seen how it is built.
What do you need from our side?
The people who own the process, available for the workshops. Someone to agree the scope. And access to your platform for the duration. The work is done with your team rather than handed to them finished, which is what puts them in a position to change it later without calling us.
What do we have when it is done?
The process documented, test cases, work instructions, the platform configured to the design you agreed, and four hours of training for your staff. The documentation names each state, role and rule as actually configured, not as originally sketched.
What happens when it goes live and something is not right?
There is a month of close support from go-live, while real users meet the process for the first time. We fix errors in what we built and adjust the screens, lists, forms and notifications that are already there, with no ticket limit and no hours allowance for that month. Genuinely new things you decide you want are separate work.
What else can we add if we need more?
Extra time is added in blocks of days against a scope agreed beforehand, for more training, more automation, changes after handover, or a second process. If you want us in the room rather than on a call, we work on site too, for visits of a week or more.
Can AI take some of this on without redesigning anything?
For some of it, yes. There are ready-made workflows that run alongside your service desk: suggesting a resolution, category and priority on incoming incidents; spotting groups of related incidents and proposing a problem record; and removing personal data from records where you need to. What they produce is advice, and your team still decides.
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