- Process mapping and data model
- Automation build
- Handover and training
Work / Automation + CRM
Operations · Automation & ERP
From forgotten follow-ups to an engine that never sleeps
Enquiries arrived across WhatsApp, email and forms; responses depended on who remembered.
CASE FILE / PIT-017Situation.
Approach.
Outcome.Representative engagement pattern · built from Productive IT’s disclosed sector experience; client identity and commercials withheld
Approach.
Outcome.Representative engagement pattern · built from Productive IT’s disclosed sector experience; client identity and commercials withheld
01 / The situation
What was actually
in the way.
Enquiries arrived across WhatsApp, email and forms; responses depended on who remembered.
REFERENCE
PIT-017
SERVICE LAYER
Business Automation & ERP
SECTOR
Operations · Automation & ERP
DISCLOSURE
Client identity and commercials withheld by default.
02 / The approach
How the work
was sequenced.
01
Centralise all enquiry channels into one view
Each step is documented so the client team can see the decision, not just the deliverable.
02
Automate first-response and reminders
Each step is documented so the client team can see the decision, not just the deliverable.
03
Assign ownership with escalation timers
Each step is documented so the client team can see the decision, not just the deliverable.
04
Review response-time metrics weekly
Each step is documented so the client team can see the decision, not just the deliverable.
03 / The structure
Workstreams,
deliverables, measures.
- Single source of truth for records
- Automated follow-up and approval flows
- Documented handover pack
- One record per entity, not five
- Follow-ups that fire without a reminder
- Approvals with a visible decision trail
04 / The outcome
What the business
was left with.
Every enquiry answered fast by default: no lead depends on memory.
Real estate & advisory businessesCommercial workspace ventures
Representative engagement pattern drawn from Productive IT’s disclosed sector experience. No client name, logo, testimonial or unapproved metric is published.
05 / Adjacent case files
Keep reading
the patterns.
Automation + OperationsPIT-016
From spreadsheet chaos to a single source of truth
Operations · Automation & ERP
Critical numbers lived in a dozen spreadsheets owned by one person; version conflicts caused real business errors.
- Inventory every spreadsheet and its owner
- Move master data into one system first
- Automate the highest-error entry points
- Train the team with the new rhythm
Single source of truth for recordsAutomated follow-up and approval flowsDocumented handover pack
One source of truth with automated entry where errors hurt most.
Open case file →Automation + GovernancePIT-018
From approval limbo to structured decision flows
Operations · Automation & ERP
Purchases, discounts and leave approvals waited on hallway conversations; the owner was the bottleneck.
- Define what needs whose approval, and when
- Build structured request flows with limits
- Automate reminders before things stall
- Review decision logs monthly
Single source of truth for recordsAutomated follow-up and approval flowsDocumented handover pack
Decisions move in structured flows with clear limits: the owner reviews, not chases.
Open case file →