The work after the send
A vendor receives a message. The office has taken an action. But the repair is still open, and the tenant still needs an outcome. These are two different moments in the same process.
Make the next responsibility visible
A useful workflow keeps track of what happens next: a reply, a missing detail, an appointment or confirmation that the work was done. It also identifies who is responsible for the decision if the expected response never arrives.
Give completion a meaning
Before building, agree on what counts as completion. A message sent, a visit scheduled and a job confirmed are different states. That distinction belongs in the workflow and in the way the team checks it.
Start with one open loop
Choose a recurring request that tends to get stuck. Follow it from the first message to the evidence that closes it. The most useful improvement may be the point where an unfinished next step becomes visible.