Carmen Delfi, a leader in operational efficiency, implemented a workflow tool that has transformed her team’s ability to serve customers. “We now have immediate visibility into our performance against our customers’ expectations and the ability to pivot quickly to ensure we aren’t just meeting but exceeding them,” she says. 
Delfi also improved scalability by developing repeatable workflows and standard operating procedures, which improved consistency. By leveraging nCino as a workflow platform, her team eliminated manual steps, freeing up capacity to focus on enhancing customer experience.
She measures success through customer service level agreements, error rates and scalability. Her team’s weighted average accuracy rate is now 94%, with continued gains in efficiency and consistency. “While I’ve always been proud of our service levels,” she says. “They’ve improved significantly since implementing our new workflows.”
