Failed Case
We automated a process that should not have existed
Example case. This is an illustrative example created to demonstrate how YourHero Case Studies work.
- Published
- by Emma Brooks
- Industry
- Fintech
- Role
- Operations
- Company
- Confidential
- Views
- 15views
Intro
Our internal approval workflow contained eleven steps and regularly delayed customer requests.
Problem
We assumed automation was the obvious solution because employees were spending so much time moving information between systems and waiting for approvals.
What I Tried
We automated routing, notifications, and several approval actions. The workflow became faster, but it remained unnecessarily complicated.
Lesson
Only after implementation did we challenge the process itself. Five of the eleven steps could be removed entirely. Simplify first. Automate second.