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Automation Workflow Case Study: Save 10 Hours/Week

  • Rodrigo Artuso
  • 6 days ago
  • 2 min read

TL;DR

  • What: Broke automation pipeline causing duplicate tickets and lost recordings

  • How: End‑to‑end workflow repair (from discovery to documentation)

  • Benefit: Zero duplicates, 100% recording reliability, 10 hours/week saved


    Flat‑design illustration of gears, clock & dollar icon connected by arrows depicting efficient automated workflows saving time and money

The Challenge: Broken Automation & Technical Knowledge Gaps


Our client’s automation workflow for support‑ticket triage and call‑recording archiving began to fail intermittently:


  1. Duplicate Tickets flooded the queue, overwhelming support staff.

  2. Missing Recordings forced agents to reconstruct conversations manually.

  3. Technical Blindspots left the team unable to troubleshoot scripts in‑house.


Result? Dozens of hours wasted each month chasing errors—time better spent on customer success or innovation.



Our Solution: Holistic, Methodology‑Driven Automation Repair


True workflow repair goes beyond quick fixes. We apply a four‑step framework:


1. Discovery & Process Mapping

  • Interviewed stakeholders to map each automation touchpoint.

  • Uncovered outdated API calls and logging gaps.


2. Root‑Cause Analysis

  • Reviewed scripts line by line.

  • Identified a misconfigured retry loop causing duplicate tickets.

  • Found outdated storage credentials breaking recordings.


3. Implementation & Testing

  • Refactored retry logic for idempotence, preventing duplicate creations.

  • Updated credential management and introduced health‑check routines.

  • Built robust logging so failures surface immediately.


4. Knowledge Transfer & Documentation

  • Published a detailed Confluence guide on the new workflow.

  • Ran a hands‑on workshop to empower the client’s IT team.




Impact: 10 Hours of Weekly Time Savings


  • Zero Duplicate Tickets—support queues are clean.

  • 100% Recording Reliability—all calls are archived automatically.

  • 10 Hours Saved Per Week—teams redirected to high‑value tasks.


Our client now owns their automated workflows, quickly diagnosing and extending them as needed.



Key Takeaways for Automation Success


  • Holistic Understanding: Map end‑to‑end processes before coding.

  • Robust Error Handling: Idempotence and health checks prevent cascading failures.

  • Empowerment Through Documentation: Clear guides empower support teams to become workflow owners.



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