The need for workflow processes

Johannesburg, 11 Feb 2021
Read time 3min 40sec

Imagine a scenario where one single platform can manage your entire organisation’s workflows. From the time a customer makes contact with your organisation for whatever service you provide right up to monthly invoicing and customer retention, all in one view. Some may think chaotic user interface and some may think complexity. Let’s address these concerns while giving a full view of how this type of solution can turn your business around.

Turning around your business:

When an organisation decides to look over its internal processes as part of developing a workflow, this can lead to improvements and optimisations. Bottlenecks can be identified and unnecessary steps can be eliminated. By creating workflows, you can effect change when you start seeing your teams working cohesively. This will limit the need for management to constantly intervene on the minor processes and provide an improved understanding of the workflow by everyone involved. What we found to be one of the biggest benefits for workflow processes is that they provide an audit trail. This is especially true when using a workflow management system or integrated communication system. Records are kept of the progress and completion of tasks, along with pertinent details such as who completed the action, when it was done and any changes made.

Integrated communication system

Before you begin your task, it is important to know that you do require a reliable, automated and integrated communication system. A valuable case study we can present you with is our own company. We invested thousands of rands per month into multiple systems that could take care of separate processes within the organisation, namely CRM, omni-channel software, ticketing system, accounting system, project system, HR system, to name a few. None of these spoke to each other so departments worked alone in silos and had to rely on human interaction for the flow of information from one department to the next. Most people have learnt over the years that integrating multiple systems would solve this problem. That can be one way of doing it; however, we have implemented a single communication system that encompasses CRM, omni-channel, HR and ticketing system. That took away 60% of disparate systems that did not promote the flow of information from one system to the next.

It took a lot of work and time to create a trigger-based workflow process to ensure that the crucial components of the disparate systems meshed into one system. What we have seen within our business is that the workflows have managed to define work responsibility to different people. This means that instead of team members being uncertain about whose responsibility it is to complete a task or where their own duties lie, a workflow defines it for them. What we have found is that integration cannot be completely overlooked; it still plays a significant role within the boundaries of technology systems. We managed to incorporate and integrate our accounting and project management system, thereby giving management one view of all activities within different departments.


We did mention that some may assume “chaotic user interface (UI)”, but because the system is so customisable, we can limit what people can see depending on their roles. You can enjoy an interface that users find easy to use and pleasurable while increasing user experience.

Smartsheets mentioned that once workflows are in place, it is a simple process to optimise results. It becomes easier to visualise where waste can be eliminated and efficiencies increased. As an organisation that provides communication systems, we know that successful workflows will improve communication within your organisation and aid in the measurement of growth. It is also pertinent to note that workflows represent how the results get achieved.

At ScopServ Integrated Services, we provide more than just software, we make sure we offer turnkey solutions that create a tangible difference in your call centre. To learn more about our integrated communications platform, contact us!