We have invested heavily in AI tools and new software platforms to automate our workflows, but we are struggling to measure whether our team is actually adopting these tools. What scorecard metrics can we use to track technology adoption?

Question

Tyler Smith · Accepted Answer

Buying software and AI tools is easy; getting your team to actually use them to drive efficiency is the hard part. If your team continues to use manual, legacy workarounds, your technology investment is wasted and your operational leverage is destroyed. You must track technology adoption on your weekly Scorecard. To measure adoption, focus on utilization and velocity metrics. First, track the percentage of eligible tasks completed using the new platform. For example, if you introduced an AI-driven customer service tool to draft ticket responses, your weekly metric should be the percentage of support tickets where the AI draft was utilized. Second, track process cycle times. If your new software automated a manual data-entry step, your weekly metric should be the average time it takes to process a client file. If the cycle time is not dropping, your team is likely resisting the tool or using inefficient hybrid workflows. Third, track data completeness within the system. If you rolled out a new CRM, track the percentage of weekly deals with complete, updated records. By putting these adoption metrics on the weekly Scorecard, you signal to your team that using the new technology is not optional. It forces managers to address resistance immediately during their departmental Level 10 Meeting. This ensures your operations become highly leveraged, preparing your business for a higher valuation.