What if your teams could resolve up to 80% of service requests—without relying on scarce SME time?
In today’s high-pressure operational environments, efficiency and expertise are key. But organisations often struggle to make the most of their Subject Matter Experts (SMEs)—especially during periods of high volume or seasonal spikes. When SME resources are limited, it can create bottlenecks, delays, and inconsistent service outcomes.
Enter Scriptflow, an innovative utility within the OPX workforce optimisation platform from Corporate Modelling Services. Scriptflow empowers super users and SMEs to create interactive business wizards, enabling frontline and back-office teams to resolve the majority of incoming queries—without requiring constant SME involvement.
What is Scriptflow?
Scriptflow is a user-defined business wizard that acts as an intelligent decision-making guide. Super users work with SMEs to design intuitive, interactive scripts that walk non-specialists—such as admin teams or contact centre agents—through complex workflows.
These wizards gather information, adjust dynamically based on user responses, and even trigger system actions in real time—enabling efficient resolution of service requests without escalating to an SME.
Key Features of Scriptflow
1. Interactive Guidance
Scriptflow delivers step-by-step, context-aware instructions tailored to the query at hand. It ensures consistent, accurate resolution by adjusting the flow of questions and actions based on real-time inputs.
2. Integration with Core Systems
Scriptflow connects seamlessly with your existing infrastructure to:
- Call third-party web services
- Trigger business processes in OPX
- Initiate document generation via OPX Document Production
- Access APIs provided by internal IT systems
3. Versatile Across Use Cases
- Contact Centres: Agents resolve customer issues live on the call without escalating to the back office.
- Back Office: Admin teams can follow the same SME logic to manage requests, ensuring consistency across the board.
4. Knowledge Sharing & Skills Multiplication
Scriptflow captures the decision-making logic of SMEs, turning it into scalable guidance for the wider team. This “skills multiplier” reduces dependency on individual experts and boosts the capability of your entire operation.
5. Operational Autonomy
Operations teams can configure and deploy wizards independently—no need for constant IT support. This agility allows faster responses to changing business needs.
The Benefits of Scriptflow
1. Boosted Operational Efficiency
Scriptflow can automate the resolution of up to 80% of incoming service queries, significantly reducing SME workload. This aligns with research from Blue Prism showing that back-office automation leads to measurable gains in productivity and cost efficiency.
2. Faster, More Satisfying Experiences
Quicker query resolution leads to better outcomes for customers and partners—driving up satisfaction and loyalty. As PwC notes, modern back-office transformation directly enhances front-line experience and innovation.
3. Reduced SME Dependency
SMEs are freed to focus on complex or strategic tasks. When escalation is necessary, Scriptflow provides full decision trails and collected data—so SMEs can act immediately, without rework.
4. Streamlined Workflows
By functioning as a one-stop, interactive workflow, Scriptflow eliminates task handovers and manual back-and-forth. This is echoed in ProHance’s research, which highlights workflow automation as a driver of faster turnaround times.
5. IT-Friendly Implementation
Scriptflow enables operations to build front-end interfaces for legacy systems, allowing digital improvement without taxing internal IT resources. As IBM reports, smart automation in the back office drives transformation without major infrastructure changes
Scriptflow in Action: A Real-World Example
Picture a contact centre agent fielding questions about a financial product. With Scriptflow, they’re guided through a dynamic decision tree:
- Initial Query – The agent answers Scriptflow’s tailored prompts.
- Dynamic Follow-ups – Based on the customer’s inputs, Scriptflow adapts, asking targeted questions or calling external systems.
- Real-Time Resolution – For straightforward cases, the issue is resolved on the spot. For escalations, the SME receives a full summary of the case, ready to act immediately.
Why Scriptflow Is More Than a Tool—It’s a Transformation
Scriptflow doesn’t just help teams work faster—it helps them work smarter. By turning SME knowledge into scalable, guided workflows, Scriptflow enables your whole organisation to operate at a higher level of efficiency and agility.
In a recent Forrester insight, intelligent automation is described as a means to “create capacity for innovation by reducing operational friction.” Scriptflow does exactly that—freeing up your experts, empowering your teams, and creating better outcomes for your customers.
Ready to revolutionise your operations?
Explore how Scriptflow can help your organisation maximise resources, reduce delays, and deliver consistent, high-quality service—every time.
