Genesis: Triage System

by Katie Williams

Efficiency is one of the most important ways to ensure success in a business or organisation; eliminating the time-wasting elements of any process allows you to do something quicker, smarter, or more effectively.


Recently, Ambrose Fox had an opportunity to implement a new system that improves our own business processes.


Historically our clients would send their requests for updates or changes to their bespoke systems via email primarily to Adam. He would then manually create a task in Genesis – our own task and business management system – where they could be viewed, assigned to the appropriate team member, and completed.


It fell on Adam, as the messenger, to keep our clients updated on the progress being made on their systems by our developers. We quickly identified our inefficiency: the middle man (Adam!).


Ambrose Fox has created a new triage system in Genesis which allows clients to bypass Adam’s inbox entirely. Clients can send their requests via email to Genesis and a task is automatically created and visible to the whole team.


Tasks can then be assigned to anyone in the Ambrose Fox team and completed. We can reply to clients directly from Genesis, posting comments and adding followers to keep them updated on our progress. Clients can also reply, keeping all communications tied to the same task allowing any team member at Ambrose Fox to get an immediate overview on progress if needed.


The new triage system is another, stronger, shinier cog that fits perfectly into our well-oiled machine. It allows us to continue to keep our clients happy, and Adam’s inbox too.

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