Customer success planning

Establish a baseline

Record how the selected workflow operates today: task volumes, handling time, error rates, and the people involved. These measurements provide the basis for evaluating the pilot.

Agree on success

Document the expected improvement, required data, responsibilities, and acceptance criteria before development. Use the Pilot Charter to keep the test focused on an agreed operational result.

Review the outcome

Compare the pilot with the baseline and record any limits observed during testing. Distinguish projected annual capacity from savings already realized.