Pentafin’s recently-completed implementation of its OneVue product as Australian Unity’s unit registry system has introduced its new approach to workflow, which dispenses with the traditional method of sequential escalation between queues, according to Pentafin chief executive Connie McKeage.

Workflow systems typically have three queues – one for ordinary work, one for work of escalated importance, and one for emergencies. When such a system detects a service level agreement is about to be broken, it has traditionally elevated the item from the ordinary queue, but in doing so will shift it to the bottom of the next queue and eliminate it from the ordinary queue – often meaning it takes longer to be addressed and processed than if it had been left where it was, according to McKeage. OneVue’s “;paradigm shift”; has been to be “;more concerned with what happens at each task, not how data gets to the task”; – meaning its workflow system will keep tasks active in all queues at all times until they are completed, McKeage said. Yesterday, Pentafin also announced it had selected the UK’s Thunderhead as the document management solution for its unit trust and managed accounts businesses. While messaging, data warehousing and workflow have all been developed by Pentafin in-house, McKeage said Thunderhead’s document management offering was clearly superior to anything the Australian group could hoped to have built. Its capabilities include the sending of an SMS message to end-users, notifying them for instance that a confirmation of their investment would be sent to them in two days. Pentafin launched a OneVue personal super product in partnership with Challenger last week, and McKeage hopes to have products administering broking and corporate super transactions by the end of the year.