Receive request
Bring the request and its supporting information into a shared case.
SAAS & TECHNOLOGY
Help customers reach value with fewer handoffs.
Connect onboarding, account changes and technical work across your systems. Automate the repeated steps and give specialists a case they can act on.
THE DIFFERENCE IN PRACTICE
80%First-contact resolution
60%Reduction in time-to-value
25%Increase in expansion revenue
Selected results reported by Cention. Customer identities are confidential. Outcomes vary by workflow and implementation.
FROM TRIGGER TO OUTCOME
Go beyond answering.
Get the work done.
01Customer onboarding+
THE WORKFLOW
Create a case for the onboarding process. Gather the required details and coordinate setup steps in connected systems.
WHEN JUDGEMENT IS NEEDED
A setup step fails or needs specialist input. A person continues the work in the same case.
THE OUTCOME
Outstanding work stays visible with an owner and shared context.
02Account changes+
THE WORKFLOW
Retrieve the account details, check the request and coordinate permitted updates.
WHEN JUDGEMENT IS NEEDED
A change needs authorisation or additional information. A person continues the work in the same case.
THE OUTCOME
The request and the resulting system updates stay connected.
03Technical requests+
THE WORKFLOW
Gather relevant context and route the work to the right specialist or workflow.
WHEN JUDGEMENT IS NEEDED
Diagnosis or resolution needs human expertise. A person continues the work in the same case.
THE OUTCOME
Specialists start with the history and continue the same case.
CAPABILITIES
A workflow foundation for your operating model.
Gather context
Retrieve relevant information from connected systems and preserve it with the work.
Coordinate actions
Use explicit rules and human review points to coordinate the next action.
Confirm completion
Record the outcome and keep responsibility visible through completion.
Build around your requirements.
Use a demo to examine your systems, review points and operating requirements before choosing the first workflow.
See how the case keeps work together →FROM COMPLEXITY TO PROGRESS
What would you take off your team’s plate?
Bring one process to your demo. We’ll map the manual steps, show where Cention can do the work and identify where your people add the most value.