When organizations invest in Camunda, it's often to solve a specific business challenge. Maybe it's orchestrating a complex financial process, connecting systems across the business, or automating a mission-critical workflow.
But once Camunda is part of your technology landscape, there's an opportunity to think beyond the use case that brought you there.
What about the smaller, everyday challenges happening across your organization? Reviewing customer feedback, routing requests, or moving information between systems? These might not be the use cases that initially justified the investment, but they can still make a meaningful difference.
And often, the people closest to these challenges know exactly what needs to improve. With the right tools and support, business teams can take the lead in building solutions without relying on large, IT-led projects.
Camunda’s Digital Customer Success team is finding that out firsthand.
A small team with a big mission
At Camunda, our Digital Customer Success team focuses on helping customers get the most value from their investment. That means creating experiences that make it easier to onboard, build their skills, adopt new capabilities, and find the right guidance when they need it.
Our work spans everything from customer onboarding and education to self-service experiences and adoption programs. It's a pretty broad scope for a relatively small team.
And while we're always looking for ways to improve and scale the customer experience, we also have to be thoughtful about where we spend our time.
We can't solve every challenge by adding another manual step or asking someone to take on one more task. We need to find ways to make the work behind our customer experiences more efficient, too.
That's where we've started looking at Camunda a little differently.
We're not the team building large-scale enterprise processes. We're the team thinking about how to help customers succeed. But that doesn't mean we don't have processes worth improving.
In fact, some of our best opportunities are hiding in the small, repetitive tasks we do every day.
It started with feedback from Camunda Academy learners
Camunda Academy is one of the ways we help customers build their skills and confidence with Camunda.
And like any learning experience, sometimes things don't work quite as expected.
Maybe a learner encounters an issue with a course or finds something that needs to be corrected. Or maybe they have an idea for a new course they’d like to see? We want to make it easy for them to tell us, so learners can report an issue directly from an Academy page through a short survey. The reporting part was easy. What happened afterward was where things got a little more complicated. Someone on our team needed to review each submission, understand the issue, check whether it had already been reported, and decide whether to create a new task or update an existing one in Asana, our project management platform.
None of this was particularly difficult. But it took time.
And when multiple learners reported the same problem, we didn't necessarily have an easy way to see the bigger picture. Was this something affecting one learner, or were several people running into the same issue?
That's an important distinction when you're trying to decide what to prioritize.
More importantly, when someone takes the time to tell us something isn't working, we want that feedback to lead somewhere. We don't want it getting stuck in a queue of manual tasks.
So we started asking ourselves whether there was a better way.
What if we automated the busywork?
Rather than taking on a major project, we decided to start small.
Using Camunda 8, we built something we call the Academy Issue Analyzer.
The idea was straightforward: when a learner submits an issue, could we automatically review the feedback, check what's already being tracked, and help the team determine what needs attention?
Here's how it works.
When a survey response comes in, Camunda kicks off a process that collects the relevant details, including the course, issue type, and description. An AI agent we developed specifically for this use case then compares that information against open tasks in our project management platform.
Depending on what it finds, the agent takes one of three actions:
- If the issue is already being tracked, it updates the existing task's report count rather than creating a duplicate.
- If it's a new, actionable issue, it creates a task with the details our team needs.
- If the feedback isn't actionable or doesn't require follow-up, it skips creating a task.
After each run, the team gets a Slack summary showing what was created, updated, or skipped.
And that's it.
We're not trying to remove people from the process. We're taking a human-in-the-loop approach, where automation handles the repetitive work while our team continues to review and resolve issues, make prioritization decisions, and determine how best to improve the learner experience.
Why this matters more than it might seem
On the surface, automating feedback triage might seem like a small improvement. But for our team, that's part of the point.
Since launching the Academy Issue Analyzer, the time from receiving feedback to taking the first action has dropped from about three months to under a day.
We've also reduced manual triage time by roughly 80%, and about 20–25% of reports are now matched to existing issues instead of becoming duplicate tasks.
Beyond the time savings, we now have a clearer picture of which issues affect the most learners, helping us prioritize improvements where they'll make the biggest difference. And we're not stopping here. Identifying an issue is just the beginning. There's still the work of assigning it to the right person, resolving the problem, updating and publishing the course, and ultimately letting the learner know it's been addressed. We're exploring where Camunda will help connect and streamline these steps, automating what makes sense while keeping people involved where their expertise and judgment matter.
For a small team supporting customers at scale, it's not just about doing things faster. It's about creating more time to focus on what matters most to our customers.
Your next use case might be closer than you think
Our Digital Customer Success team started with a problem we knew well because we were the ones dealing with it. Now we're exploring other ways to use Camunda to improve how we work and the experiences we deliver to customers.
And chances are, we're not alone.
Across most organizations, the people closest to everyday challenges often know exactly what could be improved. They just may not think of those challenges as opportunities for automation.
So if your organization is already using Camunda, look beyond the processes that brought you to the platform in the first place. Talk to other teams and business stakeholders. Ask where they're spending time on repetitive work, where information gets stuck, or what they'd improve if they had a few more hours in their week.
Your next valuable use case might not come from a major transformation initiative. It might start with someone simply asking, "Could we do this better?"
And if this has inspired you to explore what's possible, check out Camunda Academy to build your skills. While you're there, we'd love to hear your feedback, too. Who knows? Your feedback might just inspire our next improvement.
