Your question is Pivot CRM Workflow from Field Feedback. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
RoutePro is a B2B SaaS company that sells scheduling and job management software to small field-service businesses such as HVAC, plumbing, and electrical contractors. The company has 12,000 paying businesses, $28M ARR, and competes with larger platforms by positioning itself as easier to use for owner-operators and teams with fewer than 50 technicians.
RoutePro launched a new mobile-first workflow intended to help technicians update job status, capture notes, and upsell add-on services while on site. Six months after launch, adoption is below expectations: only 22% of active technician accounts use the workflow weekly, and accounts that tried it have a 34% completion drop-off between "arrived on site" and "job closed." Churn among small accounts has also increased from 2.8% to 3.5% monthly.
Field feedback from ride-alongs, support calls, and customer advisory sessions shows a consistent theme: technicians do not want to complete detailed CRM-style updates during a job. Instead, many want a faster "finish the job and get paid" flow with photo capture, customer signature, and invoice generation in under 2 minutes. Sales and Customer Success believe RoutePro should significantly change the product direction, but Engineering warns that rewriting the workflow will delay other roadmap commitments.