Challenge

A services team was processing requests via email threads, spreadsheets, and manual approvals. Work was delayed by rework, incomplete inputs, and unclear ownership.

What Zextec did:

• Mapped the end-to-end intake and approval workflow (handoffs, failure points, and bottlenecks)
• Designed a structured intake form with validation and routing rules
• Automated status updates and approvals, reducing back-and-forth
• Introduced an internal AI assistant to draft responses and summarise case history

Result

• Reduced turnaround time by consolidating intake and approvals into a single workflow
• Lowered manual administration through automation and templated responses
• Improved visibility with a live queue and ownership by stage

Typical metrics tracked: cycle time, rework rate, SLA adherence, cost per request, Sales & CRM.