What changed
- Escalation applied automatically against agreed turnaround times, rather than by memory
- Ageing cases flagged by colour, so what is overdue is visible at a glance
- Notifications carry a direct link to the record, removing the search step
Where they started
HR, admin and employee-engagement processes all ran on manual follow-up. Grievances and their responses sat on separate pages. Escalation depended on someone noticing. Respondent and approver mapping was inconsistent, access was loose, and duplicates were common because nothing validated on entry.
What we built
We rebuilt the workflows, approvals and reports in Zoho Creator around what they actually needed. Grievance and response pages merged into one. An escalation matrix with agreed turnaround times, automatic closure after an agreed period, and colour conditioning so overdue cases stand out.
Triggered notifications carry a link straight to the record. The access and permission model was rebuilt from scratch. Validations and auto-fetched fields removed the duplicate entries — including in event registration, where they were most common.