Workflow before interface
Why most ‘digital transformation’ stalls: the screen changes while the route through the company doesn’t.
Map the route, then paint it
When intake, quote logic and operational truth live in different heads and tools, a new website does not fix routing. The interface is the last mile — the map has to exist first.
A practical sequence: observe handoffs, name ownership, define statuses and exceptions, then wire visibility and automation. Skipping the map produces polished confusion.
What to capture in week one
Who touches a request from first contact to cash — and where it waits. Which tool is supposed to own customer identity after a quote converts. What counts as ‘done’ for each team.
If those answers stay implicit, software budget becomes a lottery ticket.