Looking for a process control system with triggers and notifications

Question

Notifications

Hello.

There is a brokerage company where every member of the team consistently works on each client. The team is a dozen lazy people with well-defined responsibilities who interact smoothly and quickly only under constant supervision. If you formulate the task in the form of “Sasha, call the client and transfer the data to Masha for work,” and then relax, the client will never receive his service.

And it would be ideal to unite lazy people together in a single CRM that distributes tasks to participants only as the previous tasks are completed. And it accompanies new tasks with notifications by mail, and even better by SMS.

For example, Sasha receives an SMS: “call a client”. After 10 minutes, he receives another SMS: "call the client." The cycle does not end until Sasha sends an “ok” SMS in response, after which the system begins to hammer Masha.

I have tried several services like Wrike where you can draw a Gantt chart, add dependencies, and send out notifications as tasks are completed. The disadvantages of such systems are that they are designed for long-term projects. The task cannot be put into an hour, the minimum unit of measurement there is a day. My process consists of 20 tasks for each client, each of which takes half an hour. With proper control, you can serve the client in 2-3 days.

I tried IFTTT, they have a great trigger system, integration with dropbox and gmail and all that - but you can’t create a team in IFTTT.
Everything is great in trello, but there is no breakdown into serial-parallel tasks, no triggers and notifications.

So, the key functions are:
- the ability to simultaneously manage several projects of the same type (clients) that have the same task structure
- the performer does not see the task until the previous one is solved
- the performer receives regular notifications about the task until it completes it
- all starts and finishes of tasks are logged, the director (me) pulls out lazy people and exposes them to electric shock

. If there are no SMS notifications, it doesn’t matter, I’ll integrate with some email2sms service.

Does what I'm looking for exist, even approximately?

Thank you!

Answer 1

In principle, on any CRM platform like sharepoint, you can describe business processes step by step, what to do at each step, to whom to write, from whom to expect accept / reject and what to do, store the client base, notes, notes, projects and so on.
Here you have to try - what the team will like the most, and stop there - it's like helpdesk systems - until you try everything, you don't spit, either you stop at the finished one, or you start writing your tricky bike.

Answer 2

We are developing something very similar.
Its own version of triggers is implemented, you can set, for example, to complete a task. At the moment of triggering (for example, at the time of execution, editing, due date), the necessary actions are possible - change the task, move, delete yourself, send mail. It is possible to set execution delays. Those. for example, re-do the task failed after a certain period of time. One thing - actions in relation to other tasks that are not affected by the trigger have not yet been implemented, because it is not completely clear how to make it more concise and more convenient for the user.
As for the regularity of notifications to the mail - done as follows (this is one of the options) - a trigger is hung on the task, which sends mail of the desired content every two hours. Notifications will stop when the task is deleted.
If you can look in more detail - link , but about triggers here . The main useful buns are implemented through a combination of triggers, for example, when a task is completed, automatically notify by mail in a couple of days and delete it after a week.
But for the rest - if you need to clearly follow the chain of tasks (something like a Gantt chart), then they didn’t undertake it, because. these are already corporate systems, almost full-fledged project management, a separate song.

Answer 3

I have been developing products in the field of project management, tasks, processes, etc. for a long time. From the way I see the situation today, your requests look pretty specific. Not that there are no such needs at all, but as marketers like to put it, “there is no big market prospect”. This suggests that finding exactly the right product will be extremely difficult, if possible at all. Maybe it's easier to take some open-source project and tweak it for yourself? As one of the options you can see here. Not everything you wrote about. For example, there are no reminders to the user about his tasks, logging is very flawed. But interdependencies between tasks are implemented and there is everything you need to keep information about the state of affairs in the project up to date.