The soft launch had given Marta’s team more than just a technical test — it had given them a reality check. The system they’d designed was functional, but adoption required more than clean UX and good intentions. It needed guidance, patience, and flexibility.
Now, they were ready to go live across the entire client base.
The Big Rollout
On Monday morning, the new ordering system officially opened to all clients. Emails had gone out the week before, with links to the platform, instructions, and a short onboarding video. Yasmin had also prepared a sequence of reminders to nudge those who hadn’t yet made the switch.
The response? Mixed, but better than expected.
Some clients transitioned without a hitch. Others emailed their orders out of habit. A few called confused but curious.
Marta had set up a dedicated support channel: live chat, phone, and email. Yasmin and Tom stayed on standby the entire week, responding in real time and logging every hiccup.
Creating the Feedback Loop
As the system gained traction, small issues began surfacing: a dropdown menu missing a product variant, a confirmation message that left some clients uncertain, a dentist trying to upload photos from a phone and failing.
Instead of rushing to fix everything immediately, Marta took Levi’s advice and created a structured backlog. Every bug, suggestion, and recurring support ticket was logged, tagged, and prioritized.
Marta
We’re not fixing everything at once. But we are listening and responding.
They added a simple feedback form at the end of each order and introduced a “What’s New?” section on the login screen, where clients could track updates and improvements.
Support as a Service
More than once that week, Marta or Yasmin jumped on a quick call with a client to walk them through the new process. They also began offering 15-minute onboarding sessions over Zoom, just enough to get hesitant clients started.
One client, who had initially resisted the platform, emailed Marta two days later:
“Didn’t think I’d say this, but... it actually saves me time. Thanks for pushing.”
Not the End, But a Beginning
By the end of the month, the new system wasn’t perfect, but it was working. More than 80% of clients had started using it. Support questions were fewer, and orders were being processed faster. The lab team felt the shift, too: less chasing, fewer phone calls, fewer errors.
Late one Friday, Marta stayed behind to tidy up the whiteboard in their now-quiet meeting room. She paused in front of a diagram they’d drawn weeks ago, the one labeled "Future Service Blueprint." Next to it, Yasmin had added a sticky note:
Marta smiled.
They had made it through the messy middle: the endless mapping, testing, setbacks, and breakthroughs. And though the project had officially wrapped, something more important had begun.
A new way of working.
A new way of listening.
She turned off the lights and closed the door behind her, already thinking about what they’d improve next.
