Before / After
For each scenario in flight: how the work changes, how the people move. The combined business-process and HR-migration view, side by side.
Balanced — claims triage + L1 copilot
Customer files a claim. It lands in the L1 queue. An adjuster reviews documents, validates evidence, applies policy, decides liability + payout. L2 supervises a sample.
- 01Customer submits claim via portal or phone
- 02L1 adjuster picks claim from queue
- 03L1 reviews evidence + policy + rate cards
- 04L1 drafts adjudication; L2 reviews 1-in-5 cases
- 05Customer notified of outcome
- Claims Adjuster (L1)×4
- Claims Adjuster (L2)×2
- Head of Claims×1
Triage agent (autonomous) classifies, dedupes, attaches evidence, routes. L1 copilot (supervised-autonomous) drafts the adjudication; an Exception Triager reviews flagged cases. Policy-Drift Analyst monitors agent behaviour.
- 01Customer submits claim via portal or phone
- 02Triage agent classifies + dedupes + routes (autonomous)
- 03L1 copilot drafts adjudication (supervised)
- 04Exception Triager reviews flagged cases only (~25%)
- 05Customer notified of outcome
- 06Policy-Drift Analyst reviews drift signals weekly
- Exception Triager (Claims)×1
- Policy-Drift Analyst×1
- Claims Adjuster (L2)×2
- Head of Claims×1
Workforce migration
4 L1 adjusters → 1 Exception Triager + 1 Policy-Drift Analyst + 2 lateral moves into L2 advisory bench. No external hires needed; one external hire kept in reserve for Policy-Drift Analyst pending Beatrice's decision.
- Beatrice's pathway sign-off — high flight risk; retention conversation booked.
- Policy-Drift Analyst role must be filled before L1 copilot crosses 75% autonomy threshold.
- Marginal assessment on correctness if rate-card freshness slips.
- Customer-facing language drift in dispute responses (mitigated by Outcome Steward review).
- Net £230k/yr productivity gain, fully resourced internally.
- Two emergent roles created, one on a known template.
Exception Coach — dispatch resilience
Dispatch coordinators receive exception alerts (driver hours, traffic, mech failure). They diagnose, decide a fix, and execute it manually in the TMS. The fix takes longer than the diagnosis.
- 01Exception alert lands (TMS event)
- 02Coordinator diagnoses root cause
- 03Coordinator chooses re-route / swap / reschedule
- 04Coordinator executes in TMS
- 05Coordinator notifies customer if SLA at risk
- Dispatch Coordinator×8
- Head of Dispatch×1
Coach agent watches the TMS event stream and presents a precomputed diagnosis + fix recommendation when an exception fires. Coordinator confirms with one click; customer notification is auto-drafted by the agent.
- 01Exception alert lands (TMS event)
- 02Coach agent diagnoses + presents top 1-2 fixes (real-time)
- 03Coordinator confirms fix (one click)
- 04Agent executes in TMS, drafts customer notification
- 05Coordinator reviews + sends notification
- Dispatch Coordinator×7
- Agent Steward (Dispatch)×1
- Head of Dispatch×1
Workforce migration
One coordinator (Jamie) takes on Agent Steward responsibilities — paid uplift, no headcount change, becomes template for further Steward roles in the org.
- Jamie is the only Steward initially — needs back-up identified before Auto-resolver scenario commits.
- Coach agent latency under surge (>5s p95) would erode the time saving — drift monitor on it.
- First Agent Steward in the org. Template for Claims, Billing, others.
- No headcount reduction — pure capability uplift.
Continuous reconciliation — billing terraform
Monthly invoice generation. End-of-month is a sprint. Customers receive invoices on day 1-3 of the following month. Disputes consume Customer Success time. DSO ~32 days.
- 01Mid-month: data validation pass
- 02Month-end: invoice generation (currently autonomous)
- 03Day 1-3: invoices issued
- 04Days 1-30: payment + reconciliation
- 05Disputes handled inline
- Agent Steward (Billing)×1
- Customer Outcome Steward×2
There is no 'invoice generation' step. Each shipment settles against contract terms as it completes. Customers have a continuously-updated settlement position. Disputes resolve inline at shipment-level. Billing OrgUnit dissolves; settlement merges into Treasury and the customer-relationship side merges into Customer Success.
- 01Shipment completes
- 02Settlement engine reconciles shipment vs contract in real-time
- 03Customer position updated continuously
- 04Disputes raised + resolved at shipment level
- 05Treasury monitors aggregate position; Settlement Steward owns edge cases
- Agent Steward (Settlement)×1
- Treasury Analyst×1
Workforce migration
Billing OrgUnit fully dissolves. Tom moves Steward role from Billing to Settlement. Outcome Stewards merge into Customer Success. Treasury Analyst hired externally + Ines as internal candidate. 1 person needs careful pathway support (Noah).
- Customer contract renegotiation is the binding constraint — not technology.
- Decision pending. Marginal pre-decision assessment on regulatory and workforce-intent.
- Revenue recognition lines need finance/audit sign-off.
- External Treasury Analyst hire is in scarce talent market — salary band needs review.
- Eliminates the slowest part of cash conversion entirely.
- Sets up new product capability ('real-time settlement') as a competitive lever.