Case 01 / process transformation
Redesign intake before adding AI.
Map where a customer request travels today, then decide which steps AI should support and which decisions people should retain.
Summit Home Services · fictional company · practice case study
Process map / interactive modelFictional workflow · time assumptions
Current manual work5.0 hours
Proposed human review0.75 hours
Capacity estimate
Assumes 10 manual minutes and 1.5 review minutes per inquiry. These are illustrative, not observed client data.
Business challenge
What needed to change
A coordinator must read each request, classify it, enter details into the CRM, assign a team, reply, and set follow-up. The manual steps create delays and make handoffs hard to track.
What to validate with a real client
Time five or more real inquiries, confirm each handoff with the office team, test exceptions, and agree on the future-state owner for every decision.
Work shown
Deliverables
- Documented the current intake steps and their owners.
- Designed a proposed flow with automated classification, record creation, and follow-up.
- Kept emergency escalation and customer-facing replies under human review.
This practice case uses fictional data and demonstrates a proposed approach. It is not a client testimonial or measured outcome.