How a Tailored Work Management System Achieved Net Zero Process Errors
Streamlining Workflow Visibility Across Business Functions
How a tailored work management system eliminated the occurrence of process errors.
The Challenge
A business producing made-to-order products was experiencing serious internal friction across its teams — including Sales, Customer Service, Estimating, Planning, After-Sales, and Production.
Key issues:
No centralised process to track project status across departments
Limited access to ERP system — only select users had visibility
Project progress required weekly meetings and site visits
Significant processing errors, leading to financial claims and customer delays
Disconnected teams and siloed operations
Customer confidence and brand trust deteriorating
The Solution
SMD Consulting's founder designed and implemented a Work Management System (WMS) using a digital app — chosen for its flexibility, ease of use, and mobile compatibility.
The WMS delivered:
Centralised tracking of live projects by building and department
Real-time visibility of delivery dates and task progress
On-site access to the latest plans and documents
Automated notifications and role-specific dashboards
Seamless ERP integration to update customer service workflows
Implementation included structured change management and staff training, positioning the WMS as the new source of truth across the business.
The Results
Cut processing errors by:
Over 50% in Year 1
A further 95% in Year 2
Fully eliminating processing errors in Year 3 and restoring customer confidence in delivery reliability
Improved collaboration and accountability across departments
Real-time data supported faster, more proactive decisions
Internal rework and operational drag significantly reduced
Brand credibility restored through consistent delivery
Leadership empowered to plan and forecast using accurate data
What This Means for Your Business
If you’re dealing with miscommunication, delays, or internal rework, this case shows that you don’t need to overhaul everything — just the right systems, delivered properly, and adopted with buy-in.
Want Similar Results?
Start with a no-obligation discovery call. We’ll help you map what’s slowing your business down — and how to fix it.
