Process automation
A rule handles the step. An exception reaches a person.
An employee no longer copies data from an email into the next tool. A rule stores the data, creates a task or routes the case, while unusual cases go to a person.
Before the change
The same small tasks consume time every day.
Data is re-entered
Information from email, a form or a document has to be entered into the system again.
Deadlines depend on memory
An employee has to remember who receives the case, when to follow up and when to escalate.
Documents and reports are rebuilt
Recurring files, summaries and messages are prepared from the same rules each time.
Before → after
Manual work remains only where judgement is needed.
Copying data
Data moves after the event
Watching deadlines
The reminder starts automatically
An exception disappears
The exception has an owner
Automation logic
A rule handles the repeatable step, while an exception stops with a person.
An event starts validation and the assigned action. Missing data or a departure from the rule creates a case for the designated person.
Event
New enquiry
Validation
Data completeness
Rule
Type and priority
Decision
Automation or person
Action
CRM + task
Status
Visible result
STANDARD PATH
The system performs the repeatable step and records the result.
EXCEPTION
An unusual case reaches the named person with context and status.
Illustration of an example process
Outcome
The team makes decisions instead of copying data and watching hand-offs.
A message creates a case
The system captures data, classifies the contact, stores it in CRM and assigns an owner.
A document goes to approval
A rule generates, names, archives and routes the file to the right person.
Status starts the next task
The system creates a case, sends a reminder and passes it to the next stage.
Missing data becomes visible
A scheduled completeness check creates an action from a deadline or status.
Which task does the team repeat every day?
We will check what a rule can do, which exceptions need handling and where a person must still decide.