BergLabs.

Enterprise functions

Built for the functions where operational quality changes outcomes.

One operating layer across six functions where volume, risk and quality matter most.

Start a pilot See all use cases
Illustrative run. Instructions, counts and roles are examples.
  • Automation path

    Repeatable steps run on BergAuto, scored.

  • Human review

    Named owners decide refunds, approvals and exceptions.

  • Controlled outcome

    Every result logged in BergFlow, with QA.

Enterprise functions

Start with the function that carries the most volume.

Each card shows the work that comes in, the step automation takes, the review a person owns and the result that is recorded.

Figures on these cards are illustrative examples of what each workflow tracks, not results from a specific client.

01

Function 01 · CX

Customer operations: tickets triaged before the queue.

Customer operations carry the highest volume and the least patience. Intent classification sorts the queue before an agent opens it, refunds and escalations reach a person with the evidence attached, and sensitive replies are checked before they go out.

  • Ticket triage before the queue
  • Refunds and returns that still need a person
  • SLA risk caught before the clock breaks
  • Sensitive replies checked before they go out
Start with customer operations View use cases

  1. Work inTickets + SLA

  2. Automation pathIntent classification

  3. Human reviewRefunds + escalations

  4. Controlled outcomeResolved + QA

From the use-case library · Example figures

  • Ticket triage + routing75% faster routingAuto-classify by intent · QA 5% sample
  • Refund/returns decision supportAHT -32%Draft decision with evidence · Always reviewed
  • PII/compliance checks in customer comms100% policy scanDetect PII and policy terms · Always reviewed
02

Function 02 · Sales

Sales and marketing: leads routed with the evidence attached.

Revenue teams lose time to manual lookups, slow handoffs and dirty CRM records. Enrichment and routing run on BergAuto, campaign sign-off and revenue-ops approvals stay with people, and the CRM stays clean enough to forecast from.

  • Leads enriched and routed to the right owner
  • Campaign audiences and copy checked before launch
  • CRM duplicates and gaps caught before the forecast
  • MQL to SQL handoffs that do not leak
Start with sales and marketing View use cases

  1. Work inLeads + CRM records

  2. Automation pathEnrichment and routing

  3. Human reviewHandoffs + sign-off

  4. Controlled outcomeOwned, clean pipeline

From the use-case library · Example figures

  • Lead enrichment + validation60% time savedAuto-enrich profile · Approval at scale
  • Lead routing + territory assignmentLead response -40%Recommend owner and route · Exception review
  • Pipeline hygiene + duplicatesPipeline accuracy +22%Detect duplicates and gaps · Ops approval
03

Function 03 · Finance

Finance and accounting: exceptions owned, evidence kept.

Finance work is exception-heavy and audit-bound. OCR and matching clear the routine invoices and payments, exceptions and approvals go to the right owner by policy and amount, and every decision keeps its evidence for audit.

  • Invoices matched, exceptions routed to an owner
  • Payments reconciled before month end
  • Approvals routed by policy and amount
  • Vendor checks with the evidence attached
Start with finance View use cases

  1. Work inInvoices + payments

  2. Automation pathOCR and matching

  3. Human reviewExceptions + approvals

  4. Controlled outcomeReconciled, audit-ready

From the use-case library · Example figures

  • Payment reconciliation + dispute resolutionUnmatched items -40%Match payments and disputes · Exception only
  • Invoice intake + exception triageCycle time -52%OCR + match · Exception only
  • Procurement approval workflowsApproval TAT -38%Route by policy and amount · Approver sign-off
04

Function 04 · HR

People and HR: one owner for every handoff.

People operations span many systems and handoffs. Onboarding, offboarding and HR tickets run as one workflow, documents are verified by a person, and policy checks happen before anything reaches an employee.

  • Onboarding packets owned end to end
  • Documents verified before day one
  • HR tickets classified and routed
  • Offboarding checklists closed, access removed
Start with people and HR View use cases

  1. Work inOnboarding + HR tickets

  2. Automation pathWorkflow orchestration

  3. Human reviewDocument verification

  4. Controlled outcomeComplete, policy-checked

From the use-case library · Example figures

  • Employee onboarding workflow ownership40% TAT cutWorkflow orchestration · Document verify
  • Document verificationVerification -50%Extract and validate fields · Always reviewed
  • Offboarding workflows100% checklist closeCoordinate checklist · IT and HR sign-off
06

Function 06 · IT

IT operations: tier-1 volume, cleared and approved.

IT operations live on tier-1 volume and approval queues. Incidents are categorised and routed, access requests are checked against role and policy, and change and access approvals stay with managers and the CAB.

  • Tier-1 incidents categorised and routed
  • Access requests checked against role and policy
  • Asset data validated at onboarding
  • Security alerts enriched for an analyst
Start with IT operations View use cases

  1. Work inIncidents + access requests

  2. Automation pathCategorise + policy check

  3. Human reviewManager and CAB approval

  4. Controlled outcomeResolved, audited

From the use-case library · Example figures

  • Incident triage + routingMTTR -45%Auto-categorise · Sample QA
  • Access request approvalsApproval TAT -50%Check role and policy · Manager approval
  • Security alert triageTTM -42%Enrich and prioritise alert · Analyst review

Human review

Human review is designed in, function by function.

Every workflow in every function names its review mode before go-live.

  1. 01Always reviewed

    Refund decisions, vendor onboarding checks, document verification, clause risk flags and privacy requests always reach a person before anything happens.

  2. 02Sampled

    Ticket routing, expense classification, HR ticket triage and incident triage are automated and sampled against the agreed standard.

  3. 03Approved by an owner

    Procurement approvals, access requests, change requests and MQL to SQL handoffs wait for the named approver, with the evidence attached.

Questions

Questions about the functions

Coverage, starting points and where the numbers come from.

Functions

Which business functions does BergLabs support?

Six: customer operations, sales and marketing, finance and accounting, people and HR, legal and compliance, and IT operations.

Can we start with more than one function?

We recommend one workflow in one function for the first pilot. The same layer then extends to the next function without rebuilding.

What stays with a person in each function?

Refunds and escalations in CX, handoffs and sign-off in sales, exceptions and approvals in finance, document checks in HR, lawyer approval in legal, and access and change approvals in IT.

Where do the use-case metrics come from?

From the BergLabs use-case library of 48 workflows. Each metric is the outcome tracked for that workflow; pilot targets are agreed per engagement.

Start with one function.

Pick the function where the queue is longest. We bring the workflow, the review path and a 4-week pilot plan.

Start a pilot See all use cases