An operations team that stopped rekeying its own data
Mapping the highest-friction internal workflows, then replacing the manual coordination layer with governed AI agents that a named human still signs off.
- Client
- Professional services firm — name withheld
- Sector
- Professional services
- Year
- 2025
- Services
- AI and Automation, Data and Enablement
This case study describes the real shape of the engagement, but the client is anonymised and the outcomes below are indicative of the pattern rather than audited figures. A named, referenced version is published only once the client has signed it off.
Client onboarding spread across email, a CRM and three shared spreadsheets, with the same information entered up to four times.
Senior fee earners absorbing administrative coordination that had no business being on their desks.
No reliable view of where a new client actually was in the onboarding process.
- 01
Process discovery across the full onboarding journey with time and friction mapped at each handover.
- 02
A document-understanding workflow that reads inbound client paperwork and populates the CRM record.
- 03
A triage agent that classifies inbound requests, drafts responses and routes anything ambiguous to a named human.
- 04
Adoption sessions, a prompt library and a usage dashboard so the team could see the change landing.
- 4 → 1
- Times client data is entered during onboarding
- ~12 hrs
- Administrative hours returned to fee earners each week
- 1 view
- Single onboarding status shared across the firm
- 100%
- Agent decisions with a named human checkpoint
Indicative of this engagement pattern. Not audited client figures.
- AI and Automation
- Data and Enablement
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