Guarantee approval, auditing, credit limits, payments, compliance, and service processes usually involve several areas, managers, and deadlines. When part of this flow occurs through email, spreadsheets, or disconnected forms, SLA control becomes a manual effort and is subject to delay, rework, and lack of traceability.
SLA stands for Service Level Agreement (Service Level Agreement, or ANS). In practice, SLA defines times and conditions for carrying out a step, delivering an analysis, approving a request, or returning it to the requester. Consistent monitoring of these deadlines is a relevant operational indicator, because it exposes bottlenecks, reduces downtime between stages, and supports internal auditing.
Next, see how InPaaS Workflows Organizes end-to-end processes and makes it feasible Real-time SLAs control, with visibility for internal areas and, when necessary, for clients and partners.
Why does SLA control fail in manual processes
In operational routines, the “deadline” is rarely a single clock. It depends on queues, elevations, validations, attachments, rules, and exceptions. When the process is dispersed, some symptoms often appear:
- Lack of insight into the status and current person responsible for each request.
- Deadlines accompanied “in hand”, with reminders and reactive charges.
- Difficulty verifying who approved it, when it approved it, and based on what evidence.
- Rework for duplicate data between spreadsheets, emails, and systems.
- Unreliable SLA indicators, due to the absence of a timestamp at each stage.
This scenario tends to directly affect areas such as Financial, Compliance, Commercial, HR and IT, because the volume grows and the complexity of the flow increases.
What InPaaS Workflows Delivers for Real-Time SLAs
O InPaaS Workflows structure the process as a traceable flow, with managers, steps, forms, rules, and deadlines per activity. The operation now has SLA control by request and by stage, with visibility of what is on time, at risk, and overdue.
Resources that support SLA control
- Deadlines by stage and by type of request: definition of different SLAs by category, issue, area or customer;
- Routing by rule and purse: automatic delivery to the right person or group, reducing screening time;
- Audit history and trail: record of events, persons responsible, dates and attached evidence;
- Approval and follow-up on any device: execution via computer, tablet or smartphone, avoiding dependence on “being in the office”;
- Standardization by templates: quick start with ready-made templates and adjustment to the reality of your process;
- Tailor-made forms and fields: structured collection of information, reducing returns for incomplete data.
Say goodbye to spreadsheets when tracking deadlines
Spreadsheets work as point controls, but fail when the process requires continuous updates and multiple managers. In Workflows, the status update takes place within the flow itself, at the time the step is completed or forwarded.
As a result, the SLA ceases to be a column “filled in later” and becomes an operational attribute of the process, automatically fed by actual progress.
Tailor-made processes for each area
Each area operates with its own rules and criteria. InPaaS Workflows allows you to design the flow according to the actual execution of the team, with steps, validations, mandatory fields and phase managers.
This design reduces requests stopped due to lack of information and improves the predictability of the deadline, because the process no longer depends on informal email combinations.
API integration with ERP, CRM and corporate systems
Workflows don't have to operate in isolation. All information can be accessed via API, allowing:
- opening requests from the ERP/CRM;
- consultation of status and deadlines through the corporate system;
- automatic updating of fields from external events;
- registration of decisions and documents in the correct repository.
This integration reduces data duplication and prevents the team from “copying and pasting” information between tools.
Templates to gain speed and reduce rework
Templates accelerate implementation and ensure consistency between areas and units. The team can start with already structured models and evolve with incremental adjustments, as SLA metrics and bottlenecks appear.
Examples of workflows that you can automate with InPaaS
Below are examples by area, with a high impact on deadlines, auditing, and traceability.
Administration
- Validation of contracts
- Service Requests
- Scheduling meeting rooms
- Attendance
- Technical sheet
- Prioritized work orders
- Complaints or miscellaneous requests
Commercial
- Credit limit
- Customer data
- Approval of orders
- Quotes
- Leads and opportunities
- Follow-up of proposals
Compliance
- Contract and approval management
- Risk Management
- Analysis of non-compliances
Financial
- Approval of payments
- Purchasing processes
- Reimbursement of expenses
- Payment order
- Commission payment
- Payment from suppliers
- Debt renegotiation
RH
- Employee movement
- Request for trips and advances
- Approval of vacancies and HC
- Loss or theft of equipment
- Benefit control
- Overtime approval
- Admission of employees
IT and Service Desk
- Miscellaneous requests
- Access management
- Request for equipment
- License control
- Asset Management
Visibility for internal and external areas, with governance
When a process involves external applicants (customers, partners, suppliers) or multiple internal areas, visibility of progress avoids repetitive charges and reduces the volume of follow-ups.
With the centralized flow, each request now has:
- updated status,
- current responsible,
- deadlines per stage,
- attached documents and evidence,
- auditable history.
This level of governance is especially useful in regulated processes, auditing routines, and operations with a high cost of delay.
How to get started with InPaaS Workflows
An objective deployment usually follows this operational sequence:
- Map the process focusing on steps, assignees, rules, and SLAs by phase.
- Define mandatory fields and required evidence (documents, approvals, justifications).
- Configure the workflow with templates and adjustments by area.
- Integrate via API with systems that generate or consume flow data.
- Monitor indicators and refine bottlenecks based on actual execution data.
