Five projects, and what was actually driving them.
Examples of the same pattern: a business problem that looked technical on the surface, and wasn't.
Getting a Stalled Case Management Transformation Back on Track
Fourteen teams had been left out of the design, and the build was already underway.
Read the case study →HOA Violation Workflow Optimization
Manual follow-up was turning a fixable process into avoidable fines.
Read the case study →AI-Assisted Salesforce Case Routing Analysis
Customers were bouncing between teams, and the fix wasn't the routing rules.
Read the case study →Twenty Years of HR Knowledge Lived in People's Heads
Indiana University HR ran on email, phone calls, Post-it notes and the memory of staff who had been there twenty years. A case management system cannot be configured around steps nobody has written down, so writing them down came first. Salesforce Service Cloud, 2017.
Read the case study →The Recruitment Machine Was Already Running, and Nobody Had Asked the Students
The oldest of these, and the same method. Indiana University's recruitment operation was already running and nothing was failing. Nobody had asked prospective students what they actually wanted to know, because asking was not a step anyone had. WeAreIU.com ran from 2012 to 2015 and reached over a million page views.
Read the case study →Every project runs on decisions somebody made and decisions nobody did. That is the thing I go looking for.