exceptions with a recorded owner
From the flow's own records, first month after the switch (example measurement).
For a company · name withheld · 2025, 7 hafta
A logistics company
Exceptions moved out of the inbox and into a flow with a named owner.
The situation
Delay notices landed in a shared mailbox; who picked one up, when it closed, and whether it recurred was written down nowhere.
The work
We established ownership before automating anything. The flow binds every exception to a role and escalates one that does not close; only after that did automation mean anything.
Results
WHERE THE LINE WAS
What was ours, and what was the client's?
We built the exception flow and the board; operating rules, shift ownership, and customer communication stayed with the client. The measurement definitions were written together.