The Automation Rollout That Skipped the Pilot and Everyone Regretted It
Rolling out a new automation to everyone at once, without a pilot, feels efficient right up until the first edge case hits the entire company simultaneously.
CRM & Customer Operations
CRM that moves leads, deals and support forward.
CRM, sales management, lead management, customer support and business automation software compared.
Latest guides
Browse categories Automation Logic Nobody Versioned Until It Broke in Production
Automation rules change quietly over time with no record of what changed or why. Here's what breaks when nobody's tracking the history, and how to fix it.
Automating Everything Except the One Decision That Needs a Person
Most workflows have exactly one step that genuinely needs human judgment. Automating past that step, instead of around it, is where good automations go wrong.
The Build-or-Buy Decision on One Automation, Not the Whole Platform
Build-versus-buy debates usually happen at the platform level. The decision that actually matters most often is smaller: one specific automation at a time.
The Automation That Solves the Wrong Problem Extremely Well
A technically flawless automation can still fail if it was built to fix a symptom instead of the actual underlying process problem. Here's how that happens.
When Adding Self-Service Options Makes Your Ticket Volume Go Up
Self-service support is supposed to reduce ticket volume. Sometimes it does the opposite. Here's why, and how to tell which outcome you're actually getting.