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Handoff between teams

Back office — legal, tax and sales

Back office — legal, tax and sales

Problem

When a case moves to another team, the context stays in email or in the head of whoever passed it on. The next team starts from scratch.

Illustrative two-part diagram. Top, the traditional flow: a billing exception passes through Sales, Operations, Billing and Collections, and something is lost at every handoff: slow response, lost context, exception stuck in queue, missed follow-up. Bottom, the case handled end to end: AI in production handles the exception in a single lane, with one context from order to payment, queries documents and systems, updates the teams, and has human oversight approving exceptions.
Illustrative: the baton-handoff pattern, shown with a billing exception.
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What we built

When the stage changes, the automation carries the summary, the documents and what was already decided, and notifies the next owner. Case state lives in the system of record.

How it works in practice

The next team starts with the context ready, without asking again what was already done.

Solution: Cross-team flows

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