CASE STUDY

WATERLINE

Site-experienced Engineers providing support to the Queensland mining industry

The Client

Waterline’s Design + Drafting team provides 24-hour back-drafting, document management, 2D and 3D design as well as 3D-printed asset modelling services, ensuring the information their clients need is supplied when and how they need it.


With the aim to streamline their drafting process and highly customizable workflow, Waterline reached out to us after being referred by their ITMS service provider.

The Problem

Waterline had complex workflows managed through shared email inboxes and constrained by one person manually managing all requests. They were also expanding their 24hr back-drafting services and this put strain on their workforce. Due to managing workflows through Microsoft inboxes they were also unable to accurately see, or report on, key service level agreements.


At a glance, top-level management wanted to be able to see if they were meeting customers’ expectations or not. From their customer perspective, our solution needed not to require their clients to change their existing behaviours and make it as easy as possible to request a draft job.

The Outcome

Our team implemented a job management system that automatically captured new email job requests and allowed the drafting team to track each job in real-time, and displace it in an easy-to-understand dashboard on TVs in the office. Key features of the solution include:


  1. Automated job extraction from Microsoft shared inboxes 
  2. Customised workflows and SLA management dashboards
  3. Enable self-service job allocation
  4. The ability for waterline project teams to customise and adapt as required
  5. Sandbox Testing Environment


Key Results:

  • Processed >5000 emails and >1000 jobs, 
  • 40% improvement in SLA performance, 
  • 70% reduction in average days overdue.
  • 30 staff using system
  • Enable full service


How can we help you improve your business processes?

View Details
- +
Sold Out