Adoption. I’ve sponsored software that was excellent on paper and then got abandoned, so the only measure I really trust is whether people are still opening it by month six. With this one, they are—because it answers questions they already had, in language they already use. There’s no query builder, no training course, and no champion having to nag anyone into using it.

Work reaches the shared services team as a task with the relevant history already attached, so nobody has to start from scratch and nothing needs to be chased across three systems just to understand what’s going on. The workflows sit on top of what’s already connected and trigger when the data changes, rather than relying on someone to notice. We also get an alert when a task ages past our threshold. That’s why this approach has stuck when previous centralisation attempts didn’t.

Two halves, and the second one is why I still use it. I can ask a question in plain language instead of hunting for the right report. Then the work that comes out of it turns up in my day as a task, assigned, with the history attached. The renewals and follow-ups that used to live on a sticky note now appear on their own.