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How a turnpike commission manages client requests case study by WorkflowGen

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Alain Bezançon

Contract changes, claims, change requests processes digitized with WorkflowGen and connected to the company directory, CRM and DMS.

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How a turnpike commission manages thousands of client requests via workflow automation Contract changes, claims, change requests processes digitized with WorkflowGen and connected to the company directory, CRM and DMS.
The commission managing a 500 km turnpike receives thousands of requests from its clients annually, including contract changes, claims, details change requests, etc.
The Challenge
Requests are received via phone, email, fax, and regular mail. Because of the quantity and multiplicity of request types, sources, and participants, handling and monitoring were complex.
To improve the quality of service offered to clients and to streamline internal processes, the company decided to look for a solution that would enable it to quickly achieve the following objectives.
Requirements
• Design, optimize, and execute the client request processes. • Integrate with the existing IT infrastructure (Directory, CRM, DMS). • Enable all the participants to access the system via a single entry point to record, handle, and monitor the requests.
• Facilitate the action assignments to the appropriate participants to improve the response time. • Implement real time monitoring, track all the process data, and benefit from KPI and reporting tools.
Functional Solution
Operators who receive client requests via mail or phone can initiate the process using the WorkflowGen web portal. If the client has sent a request by regular mail, it can be scanned and added to the process data.
Operators use web forms in order to capture all the details of the request. If the client is already listed in the company CRM system, its details will be automatically populated in the WorkflowGen form.
The documents associated to the process in WorkflowGen can be automatically exported to the company’s Document Management System. If a client’s request lacks certain information, another operator will contact the client.
Based on the nature of the request, it will be automatically assigned to the appropriate participant in the organization based on the business rules that have been defined when designing the workflow.
The different participants in the workflow are able to handle and monitor their actions to do via the WorkflowGen portal or via email.
The requester can track the process status in real time.
Supervisors can manage the requests and quickly identify bottlenecks in order to reassign the tasks to other participants.
Technical Solution
• WorkflowGen installed on a Microsoft IIS server using SQL Server • Utilization of web forms • Synchronization of the WorkflowGen directory with the company’s Active Directory via the directory connector provided with WorkflowGen • Integration with the company’s CRM and DMS
Benefits
✓Dramatic improvement in the time spent processing client requests. ✓The workflow portal facilitates monitoring and eliminates loss of information. ✓The process automation and the integration with the CRM and DMS eliminate double entries and manual searching of information.
About WorkflowGen • Build process-driven business apps with low-code / no-code workflow automation
 • Automate any type of human and system-based enterprise process
 • Customize and integrate your workflow apps to fit your environment
 • Use the FREE version (download or Docker) of WorkflowGen for unlimited users. Then subscribe and pay only for the process administrators while benefiting from unlimited end-users, processes, instances, features, support and upgrades
 • Organizations worldwide use WorkflowGen since 2003
Automate any enterprise processes • IT (account creation, helpdesk, IT change, etc.) • Human Resources (staffing requisition, employee onboarding, employee evaluation, etc.) • Finance (investment application, CAPEX, procurement request, etc.) • Operations (product life cycle, product creation/modification, feasibility study, etc.) • Quality (ECN, corrective actions, risk management, compliance, customer claims, etc.) • Marketing (campaign management, sales materials validation, etc.) • Legal (Contract validation, new client intake, etc.)
Examples of real-life implementations • Fleet management for a major group of container shipping companies
 • Post-production management of blockbuster movies for an international media company
 • Directorship management for one of the largest global industrial groups • Global clinical survey implementation processes for a global leader in market research
 • Air mission management for a Ministry of Defense
 • Artist contract management for a major music label
 • Management of international mobility of employees of Fortune 500 companies
Some WorkflowGen Clients Read customers’ reviews
Start automating your processes today! Get the FREE version

More Related Content

How a turnpike commission manages client requests case study by WorkflowGen

  • 1. How a turnpike commission manages thousands of client requests via workflow automation Contract changes, claims, change requests processes digitized with WorkflowGen and connected to the company directory, CRM and DMS.
  • 2. The commission managing a 500 km turnpike receives thousands of requests from its clients annually, including contract changes, claims, details change requests, etc.
  • 4. Requests are received via phone, email, fax, and regular mail. Because of the quantity and multiplicity of request types, sources, and participants, handling and monitoring were complex.
  • 5. To improve the quality of service offered to clients and to streamline internal processes, the company decided to look for a solution that would enable it to quickly achieve the following objectives.
  • 7. • Design, optimize, and execute the client request processes. • Integrate with the existing IT infrastructure (Directory, CRM, DMS). • Enable all the participants to access the system via a single entry point to record, handle, and monitor the requests.
  • 8. • Facilitate the action assignments to the appropriate participants to improve the response time. • Implement real time monitoring, track all the process data, and benefit from KPI and reporting tools.
  • 10. Operators who receive client requests via mail or phone can initiate the process using the WorkflowGen web portal. If the client has sent a request by regular mail, it can be scanned and added to the process data.
  • 11. Operators use web forms in order to capture all the details of the request. If the client is already listed in the company CRM system, its details will be automatically populated in the WorkflowGen form.
  • 12. The documents associated to the process in WorkflowGen can be automatically exported to the company’s Document Management System. If a client’s request lacks certain information, another operator will contact the client.
  • 13. Based on the nature of the request, it will be automatically assigned to the appropriate participant in the organization based on the business rules that have been defined when designing the workflow.
  • 14. The different participants in the workflow are able to handle and monitor their actions to do via the WorkflowGen portal or via email.
  • 15. The requester can track the process status in real time.
  • 16. Supervisors can manage the requests and quickly identify bottlenecks in order to reassign the tasks to other participants.
  • 18. • WorkflowGen installed on a Microsoft IIS server using SQL Server • Utilization of web forms • Synchronization of the WorkflowGen directory with the company’s Active Directory via the directory connector provided with WorkflowGen • Integration with the company’s CRM and DMS
  • 20. ✓Dramatic improvement in the time spent processing client requests. ✓The workflow portal facilitates monitoring and eliminates loss of information. ✓The process automation and the integration with the CRM and DMS eliminate double entries and manual searching of information.
  • 21. About WorkflowGen • Build process-driven business apps with low-code / no-code workflow automation
 • Automate any type of human and system-based enterprise process
 • Customize and integrate your workflow apps to fit your environment
 • Use the FREE version (download or Docker) of WorkflowGen for unlimited users. Then subscribe and pay only for the process administrators while benefiting from unlimited end-users, processes, instances, features, support and upgrades
 • Organizations worldwide use WorkflowGen since 2003
  • 22. Automate any enterprise processes • IT (account creation, helpdesk, IT change, etc.) • Human Resources (staffing requisition, employee onboarding, employee evaluation, etc.) • Finance (investment application, CAPEX, procurement request, etc.) • Operations (product life cycle, product creation/modification, feasibility study, etc.) • Quality (ECN, corrective actions, risk management, compliance, customer claims, etc.) • Marketing (campaign management, sales materials validation, etc.) • Legal (Contract validation, new client intake, etc.)
  • 23. Examples of real-life implementations • Fleet management for a major group of container shipping companies
 • Post-production management of blockbuster movies for an international media company
 • Directorship management for one of the largest global industrial groups • Global clinical survey implementation processes for a global leader in market research
 • Air mission management for a Ministry of Defense
 • Artist contract management for a major music label
 • Management of international mobility of employees of Fortune 500 companies
  • 24. Some WorkflowGen Clients Read customers’ reviews
  • 25. Start automating your processes today! Get the FREE version