(or how to get results from a Pilot in 30 days)
When we walked prospects through the results they’d see in just 30 days using Klever Insight software—a digital coach for tech support managers—the most common reaction was: “Sounds too good to be true. Can you prove it works?” And we were stumped.
Klever Insight is the world’s first digital coach that uses augmented intelligence—a human-centric application of artificial intelligence—to provide tech support managers the confidence and time they need to implement strategy, in just minutes a day. So how do we prove that a digital coach helps managers achieve a better outcome than managers that receive no coaching?
We looked to the medical field to find a solution: How do researchers know if a new drug or course of treatment offers benefits over no treatment at all?
The most reliable method for testing new treatments in the medical world is a randomized, controlled trial: Researchers set up a trial to test the effects of a drug on a specific group of people while monitoring another group who is not taking the drug. The researchers randomly decide which participants in the trial receive the new treatment and which receive a placebo drug. At the end of defined period of time, the compare the results of the two samples.
With the help of one of our innovative, early customers (HPE), we designed a pilot in which two highly-skilled and well-regarded teams of managers competed against each other to complete the same tasks and achieve the same goals. The only difference was that one group was provided the Klever Insight software and app to use during the pilot for which they received one hour of training.
Both teams were given minimal direction and were asked to solve the challenge in addition to their normal jobs – a very common real-world scenario. Often, the C suite will set enterprise-wide goals and supply only a high-level plan to make it happen. Managers must devise their own day-to-day strategy to help reach those outcomes, in addition to executing their daily workload, managing teams, and meeting customer expectations. This rarely works out. Tech support managers in particular simply don’t have the luxury of the time needed to think about strategy — it is always customers first. This is particularly true in the interruption-driven world of customer-facing operations.
So, in our competitive pilot scenario, the team with the Klever Insight software spends a few minutes each day interacting with the app, reviewing the contextual, actionable, step-by-step assignments they need to complete to move their process forward. Both teams track the time spent in weekly team meetings as well as those spent actively working on the solution.
The teams are judged on criteria chosen by the company standing up the pilot. In the pilot we did with Salesforce’s SVP of Global Customer Success and team, they looked at the number of quality ideas generated and pursued during a rather complex “leap”; the impact they were able to make during each leap; and how well each team articulated the potential effectiveness of their ideas based on the pilot results.
Salesforce’s SVP of Global Customer Success and his chief of staff presented the results of the pilot at the prestigious TSIA (industry) conference, and I think the numbers definitely prove out the solution.
The Trailblazers won.
So that’s our hack.
- Make it easy for the customer set up your software (no professional services required)
- Make it easy for the customer to use the software (integrate it into their workflow)
- Use a control group with a clear end-goal to compare results at the end of 30 days.
What have you done that has worked and would be willing to share?