Enabling
scale on all levels
business process
transformation work
Learn how patchley turns SME interviews into structured process models, eliminating hidden knowledge and manual documentation.
patchley turns spoken or written process descriptions
into clean process artifacts - live during workshops, interviews, or documentation sessions.
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Contact
Sector
patchley navigates even messy, non-linear conversations with ease.
Financial Technology
patchley navigates even messy, non-linear conversations with ease.
Location
patchley navigates even messy, non-linear conversations with ease.
North America
patchley navigates even messy, non-linear conversations with ease.
CHALLENGE
CHALLENGE
Hidden Knowledge in
SME Interviews
A fast-growing fintech scaleup was struggling to standardize its customer onboarding process. The workflow involved five departments—Compliance, Risk, Sales, IT, and Customer Support—each with its own undocumented shortcuts and manual workarounds.
The problem? The only people who truly understood the process were three overworked subject matter experts (SMEs)—and their knowledge was locked in their heads. Interviews with these SMEs were time-consuming and inconsistent. One SME might describe the KYC (Know Your Customer) check as a "quick automated step," while another would reveal it involved manual overrides in 20% of cases.
For a company where compliance and precision are paramount, this inconsistency led to onboarding delays, audit failures, and frustrated customers waiting days for approvals that should take hours.
patchley navigates even messy, non-linear conversations with ease.
The conversation contains the process.
The current workflow loses it.
SOLUTION
SOLUTION
AI-Driven Interview
Structuring with patchley
The fintech adopted patchley to structure its SME interviews. Here’s how it worked.
patchley navigates even messy, non-linear conversations with ease.
A
Transcribed
Transcribed
"If the risk score is below 70, we override it—but only if the client is in a high-risk jurisdiction."
"If the risk score is below 70, we override it—but only if the client is in a high-risk jurisdiction."
B
Inconsistencies
"SME 1 said risk score is automated, but SME 2 mentioned manual work in 20% of cases."
C
Clarifications
Clarifications
"What triggers a manual override, and who approves it?"
"What triggers a manual override, and who approves it?"
By the end of the interview, the team had a fully developed BPMN 2.0 model of the entire onboarding flow, including exception paths, along with a gap analysis revealing four undocumented manual steps and two compliance risks, and a traceability report linking every model element to the SME who provided it.
patchley navigates even messy, non-linear conversations with ease.
RESULT
RESULT
From Days to Minutes
patchley transformed days of post-interview reconstruction into a same-day deliverable, ensuring 100% audit readiness and eliminating onboarding delays with AI-driven process mapping.
patchley navigates even messy, non-linear conversations with ease.
Onboarding time: Reduced by 40%
patchley navigates even messy, non-linear conversations with ease.
Audit readiness: 100% compliance in the next audit.
patchley navigates even messy, non-linear conversations with ease.
SME time saved: 8 hours per week (previously spent in follow-up meetings)
patchley navigates even messy, non-linear conversations with ease.
"We thought we knew our process inside out. patchley showed us we were missing half of it."
— Head of Compliance
patchley navigates even messy, non-linear conversations with ease.
patchley UG (haftungsbeschränkt)
patchley UG (haftungsbeschränkt)
www.patchley.com
www.patchley.com
info@patchley.com
info@patchley.com
© patchley 2026, patchley UG (haftungsbeschränkt)