01 / STARTING POINTSystemize
Structured, visible work
AS-IS PROCESSManual work has no shared system.
Highly manual work is handled through spreadsheets, email or another loosely controlled process, with limited visibility or reporting.
90-DAY GO-LIVEGive the work one visible structure.
A simple case structure captures and categorizes work, assigns it to the right persona, tracks updates and creates operational visibility.
→
Workflows
4Low complexity
Intake, triage, assignment, closureChannel
1Pega Portal
Internal case workspacePersonas
2Requester · Processor
Basic role-based queuesIntegrations
4Email · Document store
SMTP, file and API intakeUX
N/AOOTB UI
No custom componentsReporting
InsightsCase status, SLA
Standard case reports→ Work moves from fragmented documents and inboxes into one visible, reportable operating flow.
AS-IS PROCESSSystems and teams operate in silos.
A process spans several systems, teams or business units, but no shared workflow connects the work or keeps every party aligned.
90-DAY GO-LIVEConnect the work with one shared thread.
One end-to-end workflow moves work across the business and connected systems, making priorities, ownership and case status visible to everyone involved.
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Workflows
2Medium complexity
Cross-team case, escalation pathChannel
1Pega Portal
Shared case workspacePersonas
8Multiple teams & units
Role-based work queuesIntegrations
8System-of-record updates
REST, SOAP, file servicesUX
N/AOOTB UI
No custom componentsReporting
InsightsCross-team status
Shared reporting views→ People and systems operate through one case thread instead of exchanging disconnected updates.
AS-IS PROCESSPeople still move data between systems.
A process could be automated, but people still move information between systems or repeatedly make straightforward decisions.
90-DAY GO-LIVELet the system carry routine work through.
An end-to-end workflow automates repeatable process steps and decisions, routing only genuine exceptions to a person for review.
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Workflows
2High complexity
Max 20 activities, advanced decisioningChannel
1Pega Portal
Constellation PortalPersonas
1Worker
Exception handler, report viewerIntegrations
8Intake, update case, SOR get/update, email
SFTP, REST, SOAP, SMTPUX
N/AOOTB UI
No DX componentsReporting
InsightsCase type, SLA performance, status
No custom reports→ Routine work moves straight through while people focus on exceptions that need judgment.
AS-IS PROCESSBack-office work blocks direct completion.
A process requires a back-office employee to be involved, but could be brought to the front office for a customer or agent to complete.
90-DAY GO-LIVEPut completion in the hands of the customer or agent.
A workflow allows a customer or agent to complete what would previously only have been available to a back-office employee.
CUSTOMER
→AGENT
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↓BACK OFFICE
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←
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Workflows
1Low complexity
Max 20 activities · Advanced decisioningChannel
2Web embed · Pega Portal
WSS · Agent Desktop · Constellation PortalPersonas
3Customer · Agent · Back-office worker
Requester · Helper · DoerIntegrations
8JWT identity · Update Case · SOR · Email
SFTP · REST · SOAP · SMTPUX
N/AOOTB UI
No DX componentsReporting
InsightsCase type · SLA · Performance · Status
No custom reports→ Work that once required a back-office handoff becomes available directly to the customer or agent through a controlled digital experience.
A FOCUSED STARTING POINT
Choose the right starting point.
Bring the process, users and systems involved. Bluevoir will help identify the most relevant starting point and the changes needed for your environment.
Start a conversation →