Reducing manual handovers in a service operation

A service-based operation managed client onboarding across email, spreadsheets and messaging channels, with limited visibility of where work sat and who was responsible for the next step.

Current-state process mapping, handover analysis, rework identification, system touchpoints and volume patterns.

Redesigned the end-to-end onboarding process, clarified roles and ownership, and defined business and solution requirements.

Process documentation, requirements definition, solution evaluation support, test scenarios and implementation-readiness activities.

A clearer documented process with defined ownership, fewer unnecessary handovers and a stronger foundation for digitisation.