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Custom Operations Orchestration
Cross-System Business Process Orchestration
Custom systems for BPO, MSP, customer operations, legal operations and complex multi-system workflows.
Problem
BPOs, MSPs and customer operations teams handle high volumes of client requests across ticketing, email and internal tools, and SLA risk often isn't visible until it's already been missed.
Who it's for
- BPO & outsourcing companies
- Managed service providers
- Customer operations / contact center teams
Current status
Built as custom engagements — scope, integrations and architecture vary per client.
Example workflow
Client Intake→Internal Assignment→API Actions→SLA Monitoring→Exception→Escalation→Client Reporting
What it coordinates
- Client intake and assignment
- API actions against internal or external tools
- SLA monitoring
- Exception and escalation routing
Human control points
- Exceptions and SLA breaches route to a person, not just a log
- Client-facing actions can require sign-off before sending
- Reporting reflects what actually happened, not an assumed happy path
Integrations
- Ticketing / PSA tools
- Internal APIs
- Client reporting
Operational safeguards
- Every assignment and escalation is logged
- SLA clocks are tracked per request, not estimated after the fact
Have a process that still depends on spreadsheets, inboxes and manual follow-ups?
Show us the workflow. We'll map where orchestration could remove friction without removing control.