Featured Client:
Zagreb School of Business
About
Zagreb School of Business is a higher education institution in Croatia offering leading professional study programs in the fields of marketing and communications.
It is located in Zagreb's business district, in the heart of the university avenue area. The School offers professional undergraduate and graduate programs in marketing and communications, culture management, and business logistics.
ZSB underwent through complete digital restructuring and OBP (operational business process) redesign.
Before
ZSB's day to day workflow was stuck in the 90's. Most of the work was done on paper and papers had to physically go from one office to another in most of the workflows.
Email was used extensively but it produced stress for admin staff because it was sort of a bottleneck for all SOP's except SOP's could not be solved via email communication only – there was the problem of putting signatures and stamps on every incoming and outgoing document.
Archive was completely physical, both general archive and accounting archive. The „paper“ production was emense. Most of the workflows did not have manuals or defined SOP's (standard operating procedures). Most of the administrative work knowledge was in stored the individual worker's experience.
The big problem there was when any staff member quit and had to be replaced with a new staff member, there was very little knowledge transfer.
All of the above prompted the new Executive board to totally restructure ZSB's day to day workflows, all inputs and outputs.
After
Starting in 2023, ZSB underwent through gradual but complete digital restructuring. It took 6 individual IT projects to completely change how day to day business is done nowadays at ZSB.
The Optialgo experience behind this case was unique because of the scope of change and multi-year experience in solving in-depth workflow issues. ZSB is a success story of a complete business turnaround, cost efficiency, procedure automation and much better knowledge transfer.
In the case of ZSB, the "computer" is doing most of the boring, copy-paste and information transfer work behind the black box of every SOP. That means less human error, less staff members needed to do the work, less stress for the team and more open minded organization culture towards innovation. All the projects are featured below.
Featured Projects
1.
AutoFlow: Tailor-made DMS & Workflow system
The Problem: too much copy-paste paperwork and time-wasting work with no added value; elevated risk of human error.
The Solution: DMS Autoflow (Document management System called Autoflow) is a tailor-made software for Zagreb School of Business. The idea was to integrate multiple modules into one single cloud software: workflow automation, contract generation, CRM, customer database, digital archive, accounting archive, digital signing, content marketing campaign planner, procurement. The software is cloud based and reachable via multiple departments (RES policies implemented).
2.
AI agent: CRM for existing customers and new leads (web cloud AI app)
The Problem: CRM staff was overwhelmed with calls from customers; additional employment was not an option.
The Solution: Digital AI Agent (AI Chatbot) whose AI is trained on the ZSB's own knowledge base: web/html-based content with individually uploaded PDF sources. The budget for the project was small, so third-party AI software was used and modified to meet the needs for ZSB.
3.
AI agent: email drafting automation tool (multiple software automation loop)
The Problem: Staff spent too much time on drafting CRM emails.
The Solution: AI email automation in drafting email responses, available 24/7: the client wanted to cut time on drafting manual email responses by the ZSB's staff towards their customers. A selection of third-party software modules were used and custom programmed to tailor the needs for ZSB. Whenever any of the ZSB's customers/students send an enquiry about any topic related to the service the client provides, a custom-designed automation system drafts one email reply per each enquiry ready to be used by the staff working on it by simply looking into email drafts in MS Outlook.
4.
Cloud-based digital archive (cloud web app)
The Problem: Whenever archive documents were needed for retrieval, the only way of finding them was through physical archive (which was a waste of time).
The Solution: Designing and implementing a centralised cloud-based digital archive (tailor-made) for ZSB with automated numbering of all the different classes of documents (metadata) and with multiple digital-scan document save options per each digitally archived file. The archive was centralised into the cloud and viewing options were expanded to multiple terminals for multiple departments (legal, accounting, administrative, director's office), as per ZSB's needs.
5.
Fully online enrolment process (cloud web app + backend)
The Problem: Too much copy-paste work spent on enrolment during official enrolment days.
The Solution: Full digital enrolment process for ZSB's candidates (tailor-made). The process used to be paperwork done by students’ office department staff one by one per each enrolment, which would take time and create a queue during the official enrolment days.
The new system connected the college web site as a frontend with a database and the whole enrolment process was done online via the ZSB website (along with the option to digitally attach necessary documents) with the contract digitally signed by the principal and sent via email to the enrolled candidate for final digital signature, all done via API loop to internal backend software controlled by enrollment staff.
That way of doing the work eliminated physical queues and minimized the pressure from the staff to input a lot of data into the main database. Their role became supervision of data instead of data input. Automatic contract generation based on data inputs was also implemented, which meant that legal department staff were not needed to do the contract paperwork for each candidate any more.
Overall, working hours for the process of enrolment were reduced by about 80% and students’ office staff consequently had more time to focus on classic CRM.
6.
Multi-department digital workflow setup via MS Teams
The Problem: Unconnected workflow between different departments, elevated risk of human error.
The Solution: Multi-department digital workflow setup for 100+ internal business processes for ZSB, tailor made by utilising available third-party software (MS Teams). Each business process had a defined SOP (standard operating procedure) and setup into the workflow, deadlines and automated email reminders for each team member connected with each part of the SOP.
"At first, I was skeptical—how could AI understand our specific procedures? But after the first week, I realized that the answers were not only accurate but also consistently phrased. Students get faster responses, and we are less stressed. It’s the best investment we’ve made.”
Domagoj K.
Commercial Affairs and Client Relations Coordinator @ ZSB
"Optialgo has changed the way I work. Instead of spending hours on the same questions, I now have time to focus on students with special needs and complex cases. The AI assistant prepares the response; I simply review and send it. It’s an incredible time-saver.”
Maja M.
Dean's Office Manager @ ZSB
"The SOP's are done faster, better, automated and system keeps me in the loop just enough to supervise but not too much to stress over other staffers' work.”
Marija J.
Head of Legal Department @ ZSB
What staffers say about our projects