Operations Use Cases

Practical Operations use‑cases across connected customer experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end‑to‑end on Liberty.

Operations leaders face relentless pressure

Operations leaders need flow. Suppliers, stock, orders and works must move without friction – and exceptions must stand out.

Liberty helps you build that flow. Start in a portal or assistant. Orchestrate work across teams and systems. Automate documents and decisions. Keep a single view of the journey – with audit, accessibility and safety by design.

Modernise legacy stacks without big risk

Fewer hand‑offs. Fewer spreadsheets.

Resilience & control

Better control of cost, quality and safety.

Common needs and pressures

End‑to‑end visibility of orders, jobs, inventory and exceptions

Supplier orchestration with clear SLAs and evidence

Replace email, whiteboards and spreadsheets with governed workflows

Right‑first‑time documents and data capture (no re-keying)

Compliance and safety built into day‑to‑day work

What does Liberty do for operations leaders?

Connected customer experience

Make it easy to request, track and update – for customers, partners and internal teams.

Order and service status portals

Customers and partners see live progress, delivery slots and required actions. If they switch to chat or call, the agent sees the same timeline and can act in one screen.

Supplier and contractor portals

Structured intake for onboarding, work acceptance, evidence upload and invoicing. Fewer chases. Clear SLAs.

Operational notifications

Targeted alerts for delays, substitutions, access details or safety guidance – in plain English and accessible formats.

Operations contact within Customer Experience

Voice, chat, email and SMS in one desktop. Assistants deflect routine queries, AI routing prioritises urgency and risk, Workforce Management (WFM) and Workforce Engagement Management (WEM) align cover with demand.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Work order, scheduling and dispatch

Raise jobs from events or requests. Allocate by skills, location and capacity. Completion packs auto‑attach to the case.

Supply chain and supplier orchestration

Send work to the right supplier. Track milestones, costs and evidence. Automate reminders and document packs.

Document and image intelligence at intake

Classify, extract and validate from PDFs/photos (orders, PODs, permits). No rekeying. Faster hand‑offs.

File flows and integrations (when APIs aren’t available)

Managed schedules, validation and exception queues. Visible. Reliable. No ‘mystery batches’.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations with SLAs and audit built in.

Non‑conformance and corrective actions (NCR/CAPA)

Capture defects and service misses. Assign root‑cause tasks and verify outcomes. Trends feed prevention.

Change and variance approvals

Controlled exceptions for substitutions, route changes or standards deviations. Time‑boxed, with rationale and conditions recorded.

Returns, recalls and field issues

Intake with evidence, triage and supplier/task orchestration. Clear customer updates and audit trail.

Incident and safety reporting

Simple capture (web/mobile) with photos and geo‑tagging. Route to the right responders and verify closure.

Workforce enablement

Give planners, coordinators and field teams the tools to work fast and do the right thing first time.

Unified ops desk

One workspace for communications and case actions – rebook, reschedule, trigger documents, issue credits – without tab‑hopping. Wrap‑up updates the record.

Mobile apps for shop‑floor / field / depot

Guided checklists, barcode/QR scan, photos and signatures. Works offline – syncs evidence to the case.

Supervisor and control‑tower dashboards

Live SLA views, backlog heatmaps, ageing queues and risk hotspots. One‑click reassign, bulk nudge or re‑sequence.

Workforce Engagement Management (WEM) for operations

Forecasting, scheduling, adherence and performance dashboards to align people with demand.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big risk.

Wrap and extend ERP/WMS/OMS

Expose only what teams and partners need via role‑based apps and APIs. Add missing processes without heavy customisation. Keep data in sync.

Replace spreadsheets, whiteboards and shared inboxes

Move ad‑hoc planning and updates into governed case workflows with SLAs and audit.

Unified timeline across systems

Stitch order, job, inventory, comms and supplier data into one view. Faster decisions. Fewer escalations.

Embedded intelligence and decisioning

Use AI where it helps – inside the workflow for speed, safety and better outcomes.

Service Level Agreement (SLA), Expected Time Arrival (ETA) and breach predictions

Forecast which orders/jobs may slip, alert supervisors, auto‑rebalance or notify stakeholders proactively.

Demand and capacity forecasting

Predict peaks from campaigns, weather or seasonality. Feed staffing and supplier allocations.

Supplier performance and allocation

Score suppliers on quality, timeliness and cost. Recommend best fit. Detect drift early.

Next‑best action for exceptions

Suggest compliant steps for substitutions, refunds, rework or safety holds.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

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