The Problem
The customer service division was overwhelmed. Over 1,000 staff were spending 70% of their time correcting internal errors instead of serving customers. Complaints soared, satisfaction dropped, and attrition climbed.

The executive team launched an ambitious automation program, but hit a wall of complexity. Customer service claimed nearly 2,000 discrete processes, with each department protecting their unique variations like family heirlooms. “That’s not how we’ve always done it” became the mantra that killed every rationalisation attempt. 

The Flowstate Approach
Flowstate introduced a bold shift: design around data, not departments, products, or legacy systems. By analyzing business data states, we uncovered that the 2,000 processes were really just 120 core workflows, hidden beneath layers of departmental preferences. The change in perspective aligned teams around unified data flows and business outcomes, dissolving silos overnight.

The Results

• Rationalized 2,000 processes into 120 core workflows

• Staff reallocated to customer-facing value instead of internal error resolution

• Quality scores surged despite growing volumes

• Teams took ownership of transformation—many volunteering for new initiatives

The Outcome
Within a year, the customer service organization was thriving. With Flowstate’s data-driven lens, they gained simplicity, speed, and control. Operational excellence became a customer benefit—enabling lower fees and better service across the board.