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Process Discovery

Find where your team repeats itself or waits, and turn each finding into a workflow you can review and measure.

Needs: Process Discovery module and Workflows

Process Discovery looks at the history CRM-NG already keeps (tickets, tasks, approvals, forms and workflows) and finds patterns of repeated work and waiting. Each finding says what was noticed in plain words, the evidence (how often and over what period, with an estimate of the time it takes), and a ready-made workflow to handle it. It never switches a workflow on by itself.

What it looks for

  • The same steps after the same event, again and again.
  • The same people signing off the same kind of task in the same order.
  • Tickets of one kind always moved from their first assignee to the same person.
  • Tickets of one kind always answered first with the same macro.
  • The same company and category coming back three months or more in a row. This is a root cause to fix, not something to automate.
  • A client form followed within days by staff correcting the same records.
  • The status where records wait much longer than anywhere else.
  • A switched-on workflow that hasn't run in 60 days.

Act on a finding

  • Adopt saves the proposed workflow, switched off, and opens it in the Workflow Builder so you can check it and switch it on.
  • Snooze hides the finding for 30 days.
  • Dismiss removes it.

After you adopt one, Process Discovery measures it: how often the workflow ran, the manual steps it replaced, the estimated time saved, and the waiting before and after.

Findings can also be reviewed, adopted, snoozed and dismissed from the phone app.

AI and privacy

Finding titles can be worded by the AI Assistant only when it is on and an administrator allows it for Process Discovery; the AI sees the shape of the pattern, never your records. Process Discovery reports counts of findings and adoptions to Catalyst Group so we can improve it. Nothing about your own clients is sent.