Your $156,000 fragmentation bill

When producers describe the effects of fragmented workflows, they often use terms like “inconvenient” and “annoying”. Instead of emphasizing damages and costs, they use phrases that could be applied to misplacing your car keys. Why? Last time we checked, misplacing your car keys doesn’t cost over $156,000 yearly.

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Last year my Co-Founder - Ivan Yeung - wrote an interesting article about communication fragmentation. He illustrated how the increase of communication tools had made our everyday lives easier. At the same time, he showed the inconvenience for businesses due to the volume of customer orders/inquiries that require tracking daily. “Inconvenient” still did the job as we were under the impression that the annoyance of fragmentation outweighed the damages.

We recently had a call with an industry veteran with over 20 years of experience. When asked why he was interested in our workflow solution, he blew our minds. “Well Koen, it’s quite simple really…” he said in a casual Australian accent “25% of bespoke medical devices are remade due to errors and 75% of these errors are due to poor communications with clinicians”. The mic had proverbially been dropped.

It took me a moment to compose myself. The combination of being flabbergasted and a terrible math track record, my next question “So 19%?!?” was swiftly followed by a “Correct.” His casual tone reinforced the sense that this was just the norm. Based on his company’s production volume and costs, I knew that this “norm” meant losing $156,000 yearly.

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During my next producer call, I put the 25-75% error rate to the test. The response was emphatic, “... better make that 25-90%”. When sharing that our error rate is steady at 1.3%, I could hear the sound of crumbling norms. That, and the sound of excitement over clawing back an extra $156,000 and deploying it where they wanted.

Who truly knows why we would proverbially equate $156,000 in production errors with losing your car keys. Maybe we’d prefer looking past the costs of something which is perceived as inevitable or “part of the game”. That being said, anyone who’s losing their car keys 20% of the time would be looking to make a change.

So you landed your first customers, now what?

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