The library
Case studies & publications
Everything we have shipped and everything we have written about shipping it, in one place. Filter by what you run, what you own, or what kind of thing you want to read.
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EducationFinance Automation Strategy for an Independent SchoolA London school and nursery ran its entire finance function through one bursar, and the bursar was leaving. Every invoice, direct debit, bank line and supplier bill passed through one person's hands and one person's memory. We mapped every process, designed the automation that connects their systems, and gave the directors a plan for month-end to survive the resignation letter.
Retail Customer ServiceAutomated In-Flight Wifi Refund Processing for a UK Airline GroupA generic "the wifi was bad, refund me" email should not need a person to read it before the right form goes out, and every one that does is a person not handling the cases that need judgement. We built the flow that takes a free-text complaint to a checked, automatic refund, or to a ticket for the refunds team when something does not add up.
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