A 6- to 8-week pilot is appropriate for one service workflow covering request intake through repair-status communication.
Suggested KPIs
Track time to log a new request, percentage of requests handled without spreadsheet use, average response time to customer inquiries, and visibility of open repair jobs.
Success Criteria
The pilot succeeds if intake and follow-up are consistently handled in the centralized workflow, staff can see current repair status without spreadsheet lookups, and customer communications are easier to track.
Common Pitfalls
Common pitfalls include keeping parallel spreadsheet processes alive, incomplete technician adoption, and failing to define consistent status updates for customer communication.
Resource Commitment
Requires a service lead, one or two technicians or coordinators, and limited admin support to define statuses, migrate active work, and review workflow adoption.