Process Improvement > What is process improvement?
Ticket-driven vs. process-driven workflows
Ticket-driven workflows often work like separate conversations started in different ways:
- Email to a specific address for formal requests
- A new social media conversation for public inquiries
- A phone call for urgent matters
- A chat message on a website or app for immediate assistance
The typical ticket workflow follows this sequence:
- Managing the queue: An incoming request waits to be processed in order.
- Initial check: An agent decides if they can handle it or if it needs a specialist team.
- Gathering information: Collecting more details if the initial info isn’t enough for resolution.
- Solving the issue: Responding and providing a solution to close the ticket.
- Optional check for root cause: Looking into underlying problems that might need fixing in the product.
- Optional feature consideration: Deciding if the issue suggests possible product improvements.
- Optional help docs update: Checking if documentation needs updating based on the question.
This model often has several operational downsides:
- Steps 5-7 are often skipped due to time constraints or lack of process enforcement.
- Customers can’t easily see the ticket status or progress, creating uncertainty.
- Manual follow-up is needed if responses are slow, increasing administrative overhead.
- Service quality depends heavily on the individual agent handling the ticket, creating inconsistency.
Tallyfy process-driven workflows turn ticket handling into structured processes with clear steps and accountability. Key features include:
- Structured intake: Using standard forms for initial request details and categorization for consistency.
- Routing before review: Automatically sending requests to the right teams based on type for efficiency.
- Using help docs automatically: Applying knowledge base info systematically for consistent responses.
- Involving other teams: Clearly defining when other departments get involved for seamless collaboration.
- Linking to improvement processes: Connecting issues systematically to product improvement workflows for continuous enhancement.
This approach transforms reactive ticket handling into proactive workflow management.
- Consistent steps: Standard handling for all interactions ensures uniform quality.
- Ensuring follow-up: Automated reminders prevent missed steps and maintain accountability.
- Processes that can grow: Clear ownership and next steps enable easy scaling as volume increases.
- Clear progress tracking: Visual status updates keep everyone involved informed of current state.
- Customer visibility options: Optionally showing process status to external people for transparency.
- Regular improvement cycles: Structured review of recurring issues drives systematic product improvement.
- Improving help docs: Systematically reviewing if help documentation is adequate for self-service.
These advantages create more reliable, scalable, and customer-friendly support operations compared to traditional ticket-driven approaches.
Process improvement is a systematic approach to analyzing and enhancing current workflows to increase efficiency reduce errors improve customer satisfaction lower costs boost employee morale and strengthen competitive advantage through tools like Tallyfy that make processes visible trackable and easily modifiable.
Process Improvement > Understand process flow without flowcharts
Tallyfy templates provide an intuitive alternative to traditional flowcharts by allowing you to define sequential processes visualize real-time workflow status through tracker views identify bottlenecks using analytics and easily optimize flow through step reordering conditional logic and parallel processing capabilities.
Tracking And Tasks > Comparison with flowcharts and spreadsheets
Tallyfy transforms static business processes into dynamic executable workflows with real-time tracking detailed instructions and clear task assignments unlike traditional flowcharts spreadsheets and documents that lack actionable functionality and proper workflow management capabilities.
Process improvement focuses on systematically enhancing business workflows to boost efficiency customer satisfaction and competitive advantage through methodologies like DMAIC Lean and Kaizen while leveraging tools like Tallyfy for documentation automation and continuous optimization.
About Tallyfy
- 2025 Tallyfy, Inc.
- Privacy Policy
- Terms of Use
- Report Issue
- Trademarks