Use case · Pilot management
Run the twelve-week pilot
on one board both sides read
The pilot runs from the design both sides signed. Every week the same measures read against the same lines, and a blocker gets a name the week it appears rather than an explanation at the end.
- Kickoff from the signed design
- The same measures every week
- Blockers owned when they appear
Delivery
Sample dataOpen
AnyCRM. Delivery.
Kickoff
Marisol Bank, week 1 of 12. The kickoff pack builds from the SOW: scope, outcome definitions, attribution, roster, escalation path. Done.
Weeks 1 to 5
Weekly check-ins, the blockers log and the decisions log fill in. Containment on plan, staffing on plan, no blockers.
Week 6
Containment: behind plan, week 6 target missed. Blockers: 2 open, 1 critical, 1 medium. The week 6 check-in is a draft. Blocker: billing intent transfers to human at three times the plan.
Plan vs actual
The plan curve rises from week 1 to week 12. The actual curve tracks it, then falls below and stops at week 6.
Risk
Containment is behind the week 6 plan. Two intents account for most of it: billing disputes and address changes. Both transfer to a human early. The client check-in is Thursday.
Your call
Retrain the two intents and re-test before Thursday. Extend human coverage on the peak hour for two weeks. Reset the week 8 target with the client, with the evidence attached. The first is pressed.
Resolved
Task assigned to the delivery lead, the check-in draft rewritten, the client view updated. The containment tile turns green and the actual curve bends back toward plan.
Send
The check-in is shared with Marisol Bank and the activity is logged.
Close
A pilot nobody has to reconstruct at the end.
Marisol Bank, three weeks into a twelve-week pilot, where a routing rule on their side was quietly starving it.
How it works
Four steps, and none of them is typing.
- 1
Kickoff from the SOW.
Pilot · Week 1 of 12
Sample- Done
Kickoff pack
Scope, outcome definitions, attribution, roster, escalation path
Built from the signed SOW and issued to both teams in week one.
Scope, outcome definitions, attribution, the roster and the escalation path come out of the signed paper as a kickoff pack, issued to both teams in week one. Nothing is retyped.
- 2
Weekly, on its own.
Pilot · Week 6 of 12
SampleContainment
Behind plan
Week 6 target missed
Blockers
2 open
1 critical, 1 medium
Every week the same measures read against the lines both sides agreed, the check-in drafts itself, and blockers and decisions go into one log the client can open.
- 3
Behind the line, it shows the moves.
Pilot · Week 6 of 12
SampleContainment is behind the week 6 plan. Two intents account for most of it.
Behind the lineWeek six lands behind plan and the board names the two intents behind it before the client check-in. Retrain and re-test, extend human coverage on the peak hour, or reset the week eight target with the evidence attached. A person picks.
- 4
Two views, one truth.
Pilot · Week 6 of 12
SampleWeek 6 check-in, rewritten
Two intents retrained, re-test passed
Task on the delivery lead
Due Wednesday
Shared with Marisol Bank
The BPO view and the client view read the same numbers. The fix, the task and the rewritten check-in appear on both, and the twelve-week decision opens twelve weeks of record.
The risk beat
When something turns, it tells you and shows you the moves.
Here the turn is: Containment is behind the week 6 plan. Three moves were offered and a person took one: retrain the two intents and re-test before thursday.
Risk beat · AnyCRM AI
Sample data- 1
Detection
Containment is behind the week 6 plan.
- 2
Explanation
Two intents account for most of it: billing disputes and address changes. Both transfer to a human early. The client check-in is Thursday.
Behind the lineTwo intents named - 3
Options
- Retrain the two intents and re-test before Thursday
- Extend human coverage on the peak hour for two weeks
- Reset the week 8 target with the client, with the evidence attached
- 4
Human choice
Retrain the two intents and re-test before ThursdayA person presses one. Nothing is sent or written until then.
- 5
Resolution
Back toward plan before Thursday.
Task assigned to the delivery lead, the check-in draft rewritten, the client view updated, and the actual curve bending back toward plan.
Re-test passedBoth views updated
Where the answers come from
The record you already have.
A pilot that is measured weekly against criteria both sides signed does not need reconstructing at the end. Everything the week-twelve decision needs is captured as it happens.
The signed pilot design
Scope, criteria, owners and the review dates
The agreed baseline
What each measure is compared against
Weekly measurement
The same shapes, in the same order, every week
The output
The kickoff pack
Every line points back at one of these.
The blocker log
What is in the way, who owns it, since when
Check-in transcripts
Decisions made in the weekly, captured as they are made
The account record
The signed SOW, the contacts and the pilot design behind the board
What you receive
Documents, not a dashboard.
A weekly report both sides read, a blocker log with owners, and a shared view the client can open without asking anyone.
See the full CS Teams pageThe kickoff pack
The kickoff pack
Issued to both teams in week one
Weekly pilot report
Weekly pilot report
Each measure against its line, with blockers
- XLSX
The blocker log
Owner and date on each, both sides
- LinkRead-only. Revoke any time.
A shared pilot view
Read-only, open to the client whenever they want it
Why BPOs need this
What we heard, in their words.
The problem
We rebuild the pilot story from emails in week eleven.
A delivery lead
The problem
The client thought it was going badly and nobody knew why.
A customer success lead
The problem
A routing change on their side took three weeks to surface.
An operations manager
Questions
The honest answers.
Who sees the weekly report?
Both teams. The same measures against the same lines, plus a shared read-only view the client can open without asking for an update.
What happens when a measure is behind?
It is raised that week with the cause traced, and the moves are offered. Correcting in week three is a conversation; correcting in week eleven is a failure.
Can the pilot change shape mid-flight?
Yes, as a recorded change agreed in the weekly. The reports keep reading against the criteria as signed, so the change is visible rather than absorbed.
Does it change anything in the client's system?
No. Anything on their side, including routing, is a request their team agrees to and a logged decision.
Give your team the unfair advantage.
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