Simplifying service workflows before scaling them

I am seeing lots of teams tying to automate their way out of a backlog by implements AI support or agentic workflows.

This can be beneficial when done well and at the right time. But many support problems are created long before a ticket reaches the support team.

Manual workflows, unclear ownership, fragmented systems and unnecessary customer effort often increase operational pressure and create avoidable support demand.

So, simplifying and optimising a process, then adding simple automation and self service workflows should be the first step before adding AI or agentic automation.

This has the benefit of making the service easier for the customer, more efficient for the business and simpler to automate later with AI.

The Service Process Optimisation Framework focuses on simplifying and improving customer-facing workflows before introducing automation or AI.

This includes journeys such as sales, logistics, repairs, returns, onboarding, licence requests, self-service and other repeatable processes where reducing effort and improving flow creates better outcomes for both customers and teams.