Our custom-built Zapier integration that connects our AI CRM tool to our billing system broke down twice this month, causing client billing errors. How do we use the IDS process in our leadership Level 10 Meeting to solve this without getting bogged down in tech jargon?

Question

Tyler Smith · Accepted Answer

When an automated workflow breaks, leadership teams often get bogged down in technical finger-pointing. To solve this, you must use the IDS process in your weekly Level 10 Meeting and look at the issue through the lens of your Accountability Chart. Do not start by trying to fix the technology. Start by identifying who owns the seat responsible for that workflow. In EOS, every process and tool must have a single owner who is accountable for its performance. If your AI billing integration breaks, the owner of the finance seat is accountable for the billing accuracy, even if they did not write the code. During the Identify phase of IDS, get clear on the root cause. Is it a process issue, a technology issue, or a people issue? If it is a tech issue, the finance seat owner must work with your integrator or IT resources to fix the integration. During the Discuss phase, agree on a permanent fix rather than a temporary band-aid. Finally, in the Solve phase, create a specific to-do with a deadline to update the integration and add a manual verification step in the core billing process to prevent future errors. This keeps your leadership team focused on accountability instead of getting lost in tech jargon.