Customer Story: Reducing Handoffs from 12 to 4

✍️ Introduction

Managing complex business workflows with multiple handoffs often results in reduced visibility, longer cycle times, and increased risk of errors. This customer story highlights how an anonymous organization leveraged Business Process Management and Automation within Microsoft Dynamics 365 Business Central to reduce handoffs from 12 to 4, enhancing process control and efficiency.

⚠️ The problem: excessive handoffs and fragmented processes

Before the transformation, the customer’s core business processes involved 12 different handoffs between departments and systems. This complexity led to several operational challenges:

• Lack of clear process ownership across handoffs
• Delays caused by waiting for approvals and information
• Hidden bottlenecks due to poor process transparency
• Higher risk of error and compliance issues

The multiple handoffs caused fragmented communication and slowed overall process execution, limiting agility and predictability.

⚠️ Additional challenge: limited automation and monitoring

Compounding the problem was insufficient process automation and monitoring capabilities within their existing Dynamics 365 Business Central environment. Key issues included:

• Manual task assignments and follow-ups requiring constant human intervention
• Minimal visibility on ongoing process status and delays
• Difficulty enforcing process security and audit requirements

These limitations hindered continuous process improvement and increased operational risks.

🛠️ The solution: integrated BPM and automation within Business Central

The customer implemented NovaTerrae’s Business Process Management and Automation solutions fully integrated inside Microsoft Dynamics 365 Business Central. This enabled them to:

• Map and visualize end-to-end processes, identifying unnecessary handoffs
• Redesign workflows to consolidate tasks, reducing handoffs from 12 to 4
• Automate task routing and notifications to reduce manual follow-up
• Enable real-time monitoring of process status and bottlenecks
• Secure processes through role-based permissions and audit trails

All improvements were achieved without any custom development, using only standard Business Central capabilities augmented by NovaTerrae’s BPM tools. This approach ensured maintainability and upgrade compatibility.

📦 What are the benefits?

• Significantly faster process cycle times thanks to fewer handoffs
• Greater process transparency and control across teams
• Reduced errors and compliance risks through consistent automation
• Improved operational agility with real-time monitoring and alerts
• Lower administrative effort with automated task management

The streamlined workflow supported business growth by enabling predictable, auditable, and secure processes inside a single system.

✅ Conclusion

Reducing handoffs in business processes directly impacts efficiency, control, and risk mitigation. This customer story demonstrates how applying NovaTerrae’s BPM and automation capabilities inside Microsoft Dynamics 365 Business Central can transform fragmented workflows into streamlined, manageable processes without custom code. Organizations looking to enhance their process performance should focus on visibility, automation, and continuous improvement as critical components in their BPM strategy.