3Dolphins
3DOLPHINS SRM
Automate the work that should happen after every customer signal.
Build trigger-based workflows that route tasks, update systems, request approvals, notify teams, and keep exceptions visible.
Turn a customer event into a repeatable process
A conversation, form submission, or case update often starts work that spans several teams. Define the trigger, conditions, actions, and human decisions so the next step follows a process your operation can understand.
Defined triggers
Start the workflow from an event available to the configured system. Agree which event matters and what information it must provide before the process begins.
Rules and branching
Use conditions to choose the appropriate path. Separate standard requests from exceptions that need a different queue, clarification, or approval.
Connected actions
Coordinate updates and handovers across the channels and systems included in the integration scope. Each action should have a clear purpose and an expected outcome.
Make the next step consistent across teams
Standardize handovers
Define the information needed by the next owner. Teams can receive a consistent request instead of interpreting a different message format each time.
Build an exception path
Specify what should happen when data is missing or a connected action fails. A clear recovery path reduces invisible stalled work.
Put approvals at the right point
Keep sensitive decisions with the appropriate person. Ask for approval before the consequence occurs, with useful context already prepared.
Review process performance
Look at where work waits and where exceptions repeat. Use those findings to improve the routing or information requirements.
Follow the work from request to result
Define the information, owner, and expected outcome at each step.
01
Trigger
Receive the configured event and required input.
02
Evaluate
Check the conditions that determine the next route.
03
Coordinate
Carry out the defined actions or team handovers.
04
Review
Request approval or resolve an exception when required.
05
Complete
Record the result and send the appropriate update.
Put the capability to work in a real business journey
Choose the journey that matches the work your team needs to complete.
Escalate a service issue with a complete handover
A complaint reaches the criteria for further review. The workflow assembles the available context and routes it to the team responsible for the next decision.
- Identify the escalation condition
- Prepare the conversation and case reference
- Assign the reviewing team and customer update
What to review
Review escalation handover quality and time waiting for ownership.
Coordinate a sequence without repeated chasing
A customer completes the initial intake. The workflow checks required details, routes incomplete submissions for clarification, and prepares the next team’s action.
- Receive the intake information
- Check the agreed completeness criteria
- Assign the next onboarding responsibility
What to review
Review incomplete submissions and time between onboarding steps.
Connect scheduling with the service operation
A confirmed service request needs a booking handover and an update. Scope the connection with the scheduling system and decide how changes or failures should be handled.
- Capture the service and customer context
- Coordinate the agreed booking action
- Send the appropriate next-step notification
What to review
Review booking handover time and failed or changed requests.
Define success before you scale
Use your own baseline and review the results against the task your team wants to improve.
Process completion
Which runs reach the expected result?
Waiting time
Which handovers or approvals hold up the process?
Exception frequency
Which missing inputs or failed actions recur?
Questions before you get started
A workflow follows defined triggers and rules. Agentic AI can help interpret context or prepare an action within that process. They can be combined where the task needs both consistency and judgment.
Connections depend on the available API, permissions, and supported integration. Confirm the required actions and data exchange before defining the workflow.
Define the owner, visible error state, and recovery action for each critical step. A failed action should not be treated as a completed business outcome.
Choose a frequent process with a clear trigger and measurable result. Map the current handovers and exceptions before designing the automation.
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