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side, customer details, service interests, and follow-up history lived in separate places, making it slow to act and easy to let opportunities slip.\",\"type\":\"text\",\"version\":1},{\"type\":\"linebreak\",\"version\":1},{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"On the certificate side, a single wrong result, method reference, or recipient can invalidate an accredited document, yet teams often had no dependable trail of edits.\",\"type\":\"text\",\"version\":1},{\"type\":\"linebreak\",\"version\":1},{\"type\":\"linebreak\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The challenge was to bring both heavily structured flows into one clear system without overwhelming the people using them 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