KPO · Financial services · Custom Ops Platform

Every client request on one platform, not scattered across spreadsheets

A single system of record for request tracking and workflow — the digital backbone for a KPO whose entire product is timely, accurate knowledge work.

Client
Verity Knowledge Solutions
Industry
KPO · Financial services
Platform
Custom Ops Platform
Built with
Spec-Driven Development
Status
Launching 2026
verity.app / requests
manager view
Drop the Verity request-tracking dashboard screenshot

FIG.01 · the request board · drop image / GIF / video frame

The challenge

A sophisticated firm, running on spreadsheets.

Teams of MBAs, CAs and PhDs produce research, analytics and presentations for some of the world's biggest banks. Their product is the timely, accurate delivery of knowledge work — yet the operation that delivers it ran on Excel, legacy MS Access apps and assorted ad-hoc tools.

01
No single system of record for incoming requests — work lived in inboxes and spreadsheet tabs.
02
No consistent, defined workflow — every team ran its own version.
03
Little visibility into throughput, SLAs and where work was stuck.
04
Operational knowledge trapped in spreadsheets and individual heads.

For a business that competes on turnaround and reliability, the missing request-and-workflow system isn't a back-office nuisance — it's a ceiling on scale and quality.

The heart of it · one source of truth

From an Excel-and-Access patchwork to one system every team works from.

Today, scattered
Excel sheets
Legacy MS Access apps
Ad-hoc tools & inboxes
→
verity platform
→
→ Defined workflow
Every request captured, routed through consistent stages with clear ownership and status.
→ Live visibility
Throughput, workload and SLAs tracked in real time — managers see the whole floor.

It's deliberately straightforward operational software, done well — and built fast, fixed-scope, using Spec-Driven Development, so Verity gets its backbone in weeks, not quarters.

How it works

An end-to-end request-tracking and workflow system.

Capture every request, route it through a defined workflow, track status and SLAs, and give managers real-time visibility.

01 · Capture

Every request, in one place

Each incoming piece of work — research, analytics, a presentation — enters one system instead of an inbox or a spreadsheet tab.

02 · Route

Through a defined workflow

Requests move through clear, consistent stages, with ownership and status visible at every step.

03 · Track

SLAs tracked, not guessed

Deadlines and turnaround are tracked in the platform, so slipping work surfaces before it's late.

04 · See

Managers see the whole floor

Live visibility into throughput, workload and bottlenecks — instead of pinging people for status.

05 · Retain

Knowledge leaves the sheets

Process and history live in the system, not in one analyst's head.

Foundation

Ready for what's next

The structured request-and-workflow data this creates is exactly what AI automation and agents build on next.

workflow view · a request moving through stages
Drop a workflow / request-detail screenshot

FIG.02 · a request through the workflow · drop image / GIF

Why it works

The reliability a bank-facing KPO sells on, finally systematised.

One source of truth, finally.
The Excel-and-Access patchwork becomes a single platform every team works from.
Consistency at scale.
A defined workflow means the hundredth request is handled like the first.
Visibility where there was none.
Managers can see and fix bottlenecks in real time, not at month-end.
Built fast, by design.
Spec-Driven Development delivers a fixed-scope platform on an aggressive timeline — no year-long wait.
3+ → 1
Excel / Access / ad-hoc tools, replaced by one system
Real-time
visibility into throughput, workload & SLAs
Every request
tracked & routed through a defined workflow
Weeks
to a working backbone, via Spec-Driven Development
Expected impact

What the platform is being built to deliver.

In delivery · launching 2026 · figures are target outcomes

3+ → 1
Excel/Access/ad-hoc tools replaced by one system of record
Real-time
visibility into throughput, workload & SLAs
Every request
tracked and routed through a defined workflow
Fewer misses
expected drop in missed deadlines as SLAs become visible
What's next

Digitise the operation first; make it intelligent next.

The Custom Ops Platform is Phase 1 of a deliberate path — the backbone the agents are built on.

Phase 1 · this engagement

The Custom Ops Platform

Digitise how Verity runs: request tracking + workflow automation.

Phase 2 · next

AI automation

Layered on top of the now-structured data and workflows.

Phase 3 · then

Custom AI agents on Gantry

Acting on the data foundation the platform created.

Under the hood: a modern web application — ReactJS front end, NestJS (Node/TypeScript) back end, PostgreSQL — built by a focused KnackLabs team using Spec-Driven Development for fast, fixed-scope delivery, and architected so the structured request data becomes the foundation for the automation and Gantry agents that follow.
See it in action

The request board, live

Room for a board walkthrough or an SLA-dashboard clip.

request board · live SLA tracking
Drop the request-board / SLA-dashboard recording
In their words

"We deliver high-stakes work to the world's biggest banks — and we were running it on spreadsheets and a patchwork of old tools. This platform finally gives us one place to see every request, run a consistent workflow, and know we'll hit our deadlines. It's the operational backbone our business should have had years ago."

Verity Knowledge Solutions
Sirisha Dasari
COO, Verity Knowledge Solutions
DRAFT QUOTE · pending approval
This is for you if…

…you run a services or back-office operation on spreadsheets, email and ad-hoc tools.

Sophisticated work held back by the lack of a system to run it on. We digitise how you operate first, then make it intelligent. We don't advise on AI — we build the platform and run it with you.