Work reaches the shared services team as a task with the relevant history already attached, so nobody has to start from scratch and nothing needs to be chased across three systems just to understand what’s going on. The workflows sit on top of what’s already connected and trigger when the data changes, rather than relying on someone to notice. We also get an alert when a task ages past our threshold. That’s why this approach has stuck when previous centralisation attempts didn’t. Review collected by and hosted on G2.com.

There is no console for the team to hold a live back-and-forth conversation from inside the platform, so hand-offs land as tasks rather than as a threaded chat. It works, and the history travelling with the task is genuinely useful, but a team used to a messaging console will notice the difference in week one. Review collected by and hosted on G2.com.