Value Streams & Workflow Optimisation
Align operations with experience delivery. Streamline the processes that shape key customer and partner moments.
Delivering Experience Requires Operational Excellence
Behind every great experience is a seamless workflow. But too often, customer value is lost in the gaps — between systems, teams, or steps in a process.
I work with organisations to identify, map, and optimise value streams that directly impact customer and partner satisfaction — making sure every part of your business is aligned to deliver meaningful, measurable outcomes.
From lead-to-cash to onboarding and support, this work ensures your internal processes actually support the experience you’ve designed.
What I Focus On
Value Stream Identification & Mapping
Understand how value is created — and where it gets stuck.
- Define key value streams tied to customer and partner outcomes
- Map current workflows across functions and platforms
- Identify bottlenecks, handoff failures, and inefficiencies
- Connect processes to moments that matter in the journey
Lead-to-Cash Process Optimisation
Streamline the full sales and fulfilment cycle.
- Lead capture, qualification, and nurturing
- Quote-to-order workflow improvements
- Contracting, provisioning, and invoicing
- Sales and service handover enhancements
Customer & Partner Onboarding
Create faster, smoother first impressions.
- New customer and partner onboarding design
- Automated steps, alerts, and progress tracking
- Persona-based onboarding journeys
- Integrations between CRM, ERP, and service platforms
Service & Support Workflows
Enable consistent and responsive customer care.
- Case management and escalation processes
- Knowledge base access and agent scripting
- Self-service workflow automation
- Support workflow dashboards and SLA tracking
Fulfilment & Delivery Workflows
Deliver on your promises with reliability and transparency.
- Order management and delivery tracking
- Field service enablement
- Partner fulfilment coordination
- Workflow orchestration and alerting
Partner Lifecycle Enablement
Support long-term channel growth through structured collaboration.
- Recruitment, onboarding, enablement, and tiering
- Co-selling and deal registration processes
- Portal-integrated workflows
- Compliance and reporting workflows
Tools & Techniques I Use
- Value Stream Mapping (VSM) & Lean Six Sigma principles
- Journey–Workflow alignment workshops
- Process mining and visual process discovery
- Workflow automation tools (e.g. ServiceNow, Salesforce Flow, Zapier, HubSpot Ops Hub)
- KPI & throughput analysis for prioritisation
Outcomes You Can Expect
- Higher operational efficiency and reduced process friction
- Improved customer and partner satisfaction
- Fewer handover failures and missed SLAs
- Faster onboarding, delivery, and resolution times
- Greater visibility and accountability across teams
My Approach
- Discover – Identify the value streams tied to key experience moments
- Map & Analyse – Visualise current state and uncover constraints
- Design Future State – Optimise workflows with automation and clarity
- Enable Delivery – Equip teams, integrate tools, and track performance
By connecting the front-end experience with the back-end reality, I help you deliver on what you promise — consistently and at scale.
Turn Experience into Execution
Great customer experiences don’t just look good on paper — they’re delivered through well-oiled operational engines. Let’s optimise the workflows that bring your brand to life.