From Fragmented Queues to Intake ExcellenceOptimizing Adobe Workfront Service Catalogues for Global Scale
In high-growth organizations, the Adobe Workfront “Request” area often becomes the bottleneck of the entire operation. As departments grow, request queues fragment, leading to “request fatigue” and corrupted reporting. This case study details how Acensys transforms these legacy environments into streamlined, automated, and governed intake engines.
challenge
The “Complex Web” of Legacy Queues
Our client faced a common enterprise problem: a Workfront environment that had grown organically without central governance.
- User Confusion: Over 100+ fragmented request types made it nearly impossible for stakeholders to find the right form.
- Manual Routing: Admins were spending hours daily manually moving tasks to the correct teams.
- Data Silos: Reporting was inconsistent because different departments used different classifications for the same type of work.
solution
The Workfront Intake Excellence Framework
Acensys implemented a multi-phased optimization strategy focused on Rationalization, Ownership, and Automation.
1. Catalogue Rationalization & Consolidation
We performed a deep-dive audit of all existing queues. By identifying overlaps, we consolidated fragmented queues by over 50%, grouping them into high-performance Topic Groups. This simplified the UI for the end-user while maintaining deep data granularity for the admins.
2. Process “Swim-Lanes” & Ownership Mapping
We mapped specialized workflows for diverse departments—including Digital, Creative, Field Marketing, and Finance.
- The Routing Matrix: Every request type was mapped to a verified owner and department classification.
- Access Strategy: We moved the organization from “open access” to a strategic model where visibility is based on user roles and project categories.
3. Fusion-Powered Enhancements
To handle the “heavy lifting” of data, we integrated Adobe Fusion to automate complex logic that Workfront cannot handle natively:
- Real-time Currency Conversion: Automatically converting project budgets to a primary currency (e.g., GBP) for global reporting.
- Automated Scenario Optimization: Using Fusion to route requests based on real-time resource availability or project priority.
our methodology
The Acensys Approach
1. The Audit: Exporting and analyzing all current dependencies and template linkages.
2. Strategic Rationale: Understanding the why behind the legacy setup to ensure the new structure respects unique team needs.
3. Active Backlog Management: Establishing a transparent tracking system (via OneDrive/Workfront) to manage ongoing refinements.
4. Stakeholder Feedback Loop: Conducting rigorous review cycles with business leads to ensure the “end-user reality” is met.
results
Quantifiable Business Impact
| Metric | Pre-Optimization | Post-Optimization |
| Request Complexity | 100+ Individual Queues | <40 Streamlined Topic Groups |
| Routing Accuracy | High Manual Intervention | 95% Automated via Fusion/Logic |
| Reporting Speed | Days of Data Cleaning | Instant, Standardized Reports |
| User Experience | High “Request Fatigue” | Intuitive, Guided Intake |
key takeaway
“We don’t just ‘clean up’ your data; we architect a scalable intake strategy. By utilizing Topic Groups and Fusion automation, your Workfront admin team stops being ‘traffic cops’ and starts being architectural leaders.“
— Acensys Consultancy Team
Contact us at the Acensys Limited office nearest to you or submit a business inquiry online.
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