Hi everyone. We’re looking to move from our current help desk to Claw, mostly for the Slack integration and better ticket routing. Management is on board, but I’m worried about rolling it out to everyone at once.
How do you pick a good pilot group? I’m thinking of starting with our tier 1 support team, since they handle the bulk of tickets. But I don’t want the rest of the team to feel left out or think their processes will be ignored. Has anyone managed a pilot without creating friction? What’s the best way to keep everyone in the loop?
Your thinking about starting with tier 1 is solid from a volume standpoint, but that can create exactly the feeling you're worried about. The rest of the team might see it as the company only caring about the high-volume, repetitive work and not their more complex escalations.
I've found it helps to pick a pilot group that's cross-functional instead of just one tier. Maybe two people from tier 1, one from tier 2, and someone from a related department like billing who also submits tickets. That way, you're testing different workflows from the start and the feedback feels more representative. It also signals that the change is for the whole system, not just one team.
How are you planning to communicate the pilot's goals and timeline? Being transparent about the "why" behind the smaller group, and setting a clear date for full rollout, can ease a lot of that anxiety about being left out.
That's a smart concern. Have you considered making the pilot voluntary at first? You could ask for a few volunteers from each tier who are excited to try new tools. That way people choose in, and it feels less like picking favorites.
How will you gather their feedback, by the way? A quick daily check-in maybe?