From a Manual Work Index™ of 80% to 25% with No-Code IT Automation

The Problem: A Critical Manual Work Index™

Jeffrey, the company's End-User Services Experience Team Lead, knew his team was struggling with a high volume of repetitive manual work. To diagnose the issue, the company calculated its Manual Work Index™, a Scripvade measurement of process inefficiency. The result was an 80% critical score.

This score confirmed that their IT operational model was unsustainable, highlighting universal challenges faced by any large-scale IT department:

• Manual Request Fulfillment: Common employee requests—like creating Google Groups or managing permissions—required direct manual intervention from IT. This process was inefficient, resulting in frustrating delays for users and consuming valuable IT resources that could have been allocated to strategic projects.

• Reactive Security Monitoring: The team manually reviewed security alerts for unapproved Chrome extensions and risky data-sharing settings. This reactive posture was impossible to scale effectively, leaving the organization exposed to compliance gaps and data security threats.

• Limited Scalability with Existing Tools: The team had experimented with Google Apps Script, but it proved not to be a viable solution for complex, enterprise-grade automation. Relying on custom code created a dependency on specific developers, making workflows difficult to maintain, adapt, and scale across the team.

The Solution: A Centralized Workflow Platform

To address these widespread challenges, the company introduced Zenphi, an AI-powered, no-code automation platform designed for Google Workspace. They chose Zenphi because its intuitive, visual interface empowered the entire IT team to build and manage robust workflows without writing a single line of code.

• Self-Service Employee Workflows: Jeffrey’s team built a library of self-service forms within their internal helpdesk. Now, employees can submit requests directly, and Zenphi handles the entire backend process—from validation and manager approvals to final execution in Google Admin.

• Automated Security and Compliance: They deployed Zenphi to build real-time security monitoring workflows. The system now automatically scans for unauthorized apps and flags risky sharing policies, using AI to cross-check requests and trigger alerts. This ensures security policies are enforced consistently across the entire organization.

The Results: A Healthier Process and More Time for Strategy

By automating its core Google Workspace administration, the logistics leader transformed its IT operations. The results serve as a clear benchmark for what is possible for any organization facing similar challenges, regardless of location.

The organization’s Manual Work Index™ for IT operations fell from a critical 80% to a healthy 25%. This dramatic improvement delivered clear, quantifiable business outcomes:

• Manual Work Index™ Score Cut in Half: The score for the controller's process area improved from a critical 70% to a healthy 35%. The reporting process dropped from 5 days to just 1 day, freeing up a full week each month for strategic work.

• Reduced Reporting Cycle Time: The reporting process dropped from 5 days to just 1 day, freeing up almost a full week each month for strategic work.

• Faster Decisions: The approval time for major purchases was cut from 2 weeks to only 3 days.

• Better Visibility: With real-time data, the management team improved its forecasting accuracy by over 15%.

Most importantly, automation allowed Sarah to focus on the job she was hired to do.

"We estimate these flows reduced our team's ticket requests by 83%",  Jeffrey, End User Services Experience Lead, confirmed. This transformation proves how targeted automation can eliminate administrative burdens and empower IT teams to manage security proactively, delivering a better and safer experience for every employee.