Reduce coordination load without eroding accountability.
Sales and Service workflows have coordination friction; bounded agent controls can simplify handoffs.
Reduce coordination load without eroding accountability.
Opportunity-management workflow crosses Sales, deal desk and CRM administration. Case administration creates repeatable support handoffs. Finance reconciliation retains approval bottlenecks by design.
Workflow friction consumes management and specialist capacity, slowing customer and control outcomes.
workflow-sales-crm, workflow-service-case, control-finance-recon
Open evidence & provenance →Centralise reusable agent controls and create workflow owners; keep customer and finance approvals human.
£402k Sales and £285k Service realisable value are contingent on adoption and controls.
Redesign roles and create AI Control Lead capacity; do not assume reductions.
78% — source diversity is strong; change adoption remains a qualification.
Open Decision Assurance →Retain federated teams and deploy Copilot-only assistance first.
Confirm workflow ownership · Pilot controlled handoffs · Measure cycle time and exceptions