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

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.

3. The Challenge

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.

6. Requirements

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.

9. Functional
Solution

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.

17. Technical
Solution

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

19. Benefits

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!
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