Key Result
Manual routing work cut by 50%
The Challenge
AZCorp had a growing number of internal processes that depended on manual decisions, repeated checks, and conditional routing. As volume increased, the team was spending too much time deciding how each request should be handled, and existing tools were either too rigid or required workarounds that made the process harder to maintain.
The core issues: too many manual decisions across repeatable workflows, inconsistent handling of similar requests, limited visibility into why a request followed a certain path, difficulty updating rules without technical support, and delays caused by internal handoffs.
Our Solution
We designed and implemented a custom rule engine that lets the team define, update, and manage business logic in a structured way. Instead of hardcoding every workflow decision, the system allows rules to be configured around request type, priority, user attributes, routing conditions, and escalation logic.
The work included a flexible rules structure, conditional routing logic, audit-friendly decision tracking, fallback behavior for edge cases, integration into existing internal workflows, and documentation so the team could maintain and extend the system themselves.
Scope
The Results
After launch, AZCorp moved a large portion of its decisioning process into the rule engine. This reduced manual intervention and made outcomes more consistent across the team, while making rules far easier to update and explain.
- Manual routing work reduced by 50%
- Average workflow handling time cut from 18 minutes to 7 minutes
- Internal escalations reduced by 35%
- Rule updates went from a 2–3 day turnaround to same-day
- ~14 hours per week saved across the team
"The custom rule engine gave us control over a process that had become too manual and inconsistent. It made the workflow easier to manage, easier to explain, and much easier to improve over time."
Jatin Kumar