Process work earns its place when the same task is being done thousands of times a month and small improvements compound. We redesign, automate and operate the workflows that finance, supply chain, HR and customer operations depend on.
We are happy to redesign and walk away, or to stay and operate the result. Both are valid commercial models; clients choose based on whether the operating capability exists in-house and how strategic the process is to retain.
Where we focus
Process redesign
Map the actual process — not the documented one — and identify where rework, hand-offs and waiting time live. We borrow from lean and from the systems-thinking work that came after it, applied with restraint.
Most processes have a documented version that bears little resemblance to how the work actually gets done. We start with the actual version, observed in operation, and we trust that data over any flow diagram in a binder.
Automation
RPA where the underlying systems do not have a proper API. Workflow orchestration and AI agents where the work is more nuanced than a bot can handle. We size automation against the cost of building and operating it, not against the headline FTE saving.
The trap most automation programmes fall into is counting the FTE saving and ignoring the bot-operations cost. We measure both. The honest number is usually 60–70% of the headline saving, and even that earns its place when the work is high-volume and stable.
Operations
For some clients we run the operation end-to-end — a managed service shaped by the same operating model we would have advised. Helpful when the work is hard to hire for and the SLAs need to be met without a six-month ramp.
Our operations engagements are not body-shopping. They are managed services with SLOs, on-call, automation reinvestment and a roadmap the client influences. The same discipline we apply to software, applied to the workflow.
Typical engagements
- Order-to-cash and procure-to-pay redesign across multiple ERP instances
- Finance close acceleration and reconciliation automation
- Claims, complaints and case-management operations
- Supply-chain and logistics control-tower operations
- Customer-service operations modernisation, often paired with AI assistance
- HR shared-services modernisation and operations
How long these take
Redesign of a single bounded process: 6–10 weeks. Automation rollout: 3–6 months for the first wave. Managed-service ramp: typically 3 months to steady-state SLAs. We are happy to commit to those timelines and to revise the scope rather than the deadline when reality intrudes.