Our Approach to Transformation and Support

An astonishing 70% of Business transformation projects fail (Mckinsey). True Business & operational transformation and innovation – the kind that delivers new customer experiences and performance levels or achieves new levels of efficiency, requires substance and a structured plan.

Our discovery assessments and health checks are an essential stage to understand your current operations and workings in detail and ultimately ensure any proposals or recommendations are based on solid foundations and true insight. Whilst the assessments will vary in nature the basic principles are the same. Our Discovery Assessment or IT Health checks identifies existing processes, systems, interdependencies and agents as well as captures business requirements, pains and goals.

Assessments are typically carried out by a qualified Business Process Analyst or IT Analyst. Typical areas covered include strategic and project objectives through to operational procedures and specifics such as SLA notifications, rules, interactions between systems and humans. The end result should be an accurate view of the “as-is ”situation, identified gaps, as well as a recommends and a “to be” state which will include aspirational processes and designs. This stage is all about fact finding and best practice change and process management. It is a necessary foundation of any successful project. The result is a comprehensive Statement Of Requirements (SOR), IT Health check or Data Compliance summary.

ProcessFlows has a long and distinguished track record, delivering projects on time, under budget and to exacting quality expectations. One key element of our success, has been the rigorous application of proven best practice tools and techniques for Project Management. Our project management methodology combines the best aspects of PMI®, Agile®, and PRINCE2® and is scalable and adaptable enough to meet the requirements of any project, no matter how complex. Key project management tasks and deliverables include project & implementation plan, change request tracking, stage gate management, RAID log, communications & meetings plan, training and close report.

Our Project Management Team provides a single point of control and management for every project ensuring timely reporting, rigorous scope identification, proactive risk management and disciplined testing and documentation. We pride ourselves on our project management ability, honed from over 32 years of experience, to be agile and accurate, flexible and precise, diligent and adroit.

Some projects may require our dedicated software development team to develop bespoke applications or support complex integration with legacy systems. Over the last 33 years, our dedicated software development team has undertaken numerous development projects on behalf of clients around the globe, providing bespoke, integrated and standalone solutions designed to streamline and automate business processes. Many of these projects have involved the combination of a number of inter-related technologies such as imaging, capture, workflow, and mobile communications, creating powerful solutions that improve the productivity and profitability of business operations.

In addition, we have detailed knowledge of the communications market and have developed a variety of telephony applications, speech recognition, IVR, VoIP, fax, email, SMS, CTI and other communication related developments. Furthermore, we have specialised teams dedicated to Microsoft SharePoint and Mobile Applications (Android and iOS platforms).

Our developers experienced at managing a wide variety of projects, ranging from bespoke one-off client applications through to commercial programs that are re-sold around the world. Projects have entailed both simple and complex Windows Services, standalone applications, Client-Server and nth tier solutions, hosted web based solutions and client utilities. We have expertise in many key technologies, including JavaScript, Java, Kotlin, C#, Dart, Flutter, and provide solutions, deployed on Linux / Windows Servers or across Kubernetes Clusters.

ProcessFlows has development teams working both in our head office in the UK and our European Managed Services Centres. This integration of resources allows us to take on a great number of development projects requiring a diverse skill set and deliver them at a reduced cost. We also give our customers the flexibility to integrate our resources into their software development teams. Our teams undertake projects of all sizes, all are managed using the same methodology to ensure high quality delivery of projects, within budget and on-time.

Our Service delivery operation runs Next Generation Service desks providing proactive as well as reactive support multi-channel communication and delivery operations that provide a single point of contact (SPOC) between a company and its customers, employees and business partners. Support levels for any managed services or solutions are delivered and tracked according to the SLAs agreed in the Statement of Works.

Our world class service delivery operation is based on best practise standards such as ITIL, ISO and Prince2. We leverage our industry leading service delivery and automation toolsets such as ServiceNow, Solarwinds or we can use your own. We also have access to a broad pool of talent, expertise and skills for different roles, specialisms and sectors. Our extensive service desks capabilities enable us to tailor support to suite specific customer requirements as defined in a Statement of Works or Transition Initiation Document. Options include

Skills, Tasks or Outcomes as a service

• Customer-facing or back-office functions
• Multi-tiered Technical or non-technical to suit etc
• Helpdesk or service desk to suite
• Dedicated or shared desks at even lower cost
• To extend & enhance or replace your operations
• Seasonal, part-time or 24/7/365
• Reactive or customer outreach, proactive service/ customer ops monitoring, etc
• Multilingual options – Currently 14 languages and expanding
• Telephone service or multi-channel communications – Voice, email, Text, chat, service portal etc
• Based on time, aligned heads, outcomes or SLAs

Click here to find out more about our Service Desk capabilities.