2026-07-16 · 7 min read

What we learned rolling out claims intake at 5 sites

After a few dozen rollouts, what matters is whether the crew opens it on a Monday morning so plan for it. The honest answer is that, what matters is whether the crew opens it on a Monday morning which is the whole point. Looking at the numbers, optional fields never get filled in so plan for it. By the second quarter, the audit trail pays for itself the first time an inspector asks and that is fine.

By the second quarter, the hard part is not the software but the handover which is why EmberBay is built the way it is. Talking to operations leads, nobody reads the manual, so the defaults are the product and claims intake is no exception. In practice, the audit trail pays for itself the first time an inspector asks and claims intake is no exception. On a typical site, the spreadsheet survives longer than anyone admits and that is fine. On a typical site, the spreadsheet survives longer than anyone admits and that shaped the roadmap for a year.

The part nobody plans for

Most teams we meet, nobody reads the manual, so the defaults are the product which is why EmberBay is built the way it is. When the pilot started in Malmo, history matters more than dashboards when something goes wrong and that is fine. The honest answer is that, nobody wants another login so the defaults matter more than the settings page. On the floor, the hard part is not the software but the handover so plan for it.

Most teams we meet, the handover from the old system is where projects stall so we start there. Most teams we meet, the first week is about trust, not features which is not what the brochure says. After a few dozen rollouts, a two-week pilot answers more than a three-month evaluation and it rarely takes more than a week. Most teams we meet, mobile access changes who actually enters the data so we start there. Most teams we meet, the schedule is only as good as the last update and that shaped the roadmap for a year. What surprised us, the hard part is not the software but the handover and it rarely takes more than a week.

“Everything field service crews need to keep claims intake on schedule, on budget and on record.”

What to do on Monday

On a typical site, the spreadsheet survives longer than anyone admits so we start there. After a few dozen rollouts, claims intake is a people problem wearing a software costume which is why the API is documented before the UI. Looking at the numbers, the spreadsheet survives longer than anyone admits and the numbers bear it out. If there is one lesson, the audit trail pays for itself the first time an inspector asks and the numbers bear it out. Once the first rollout is done, nobody reads the manual, so the defaults are the product which is why the API is documented before the UI. On the floor, the audit trail pays for itself the first time an inspector asks and it shows up in the churn numbers.

If there is one lesson, the audit trail pays for itself the first time an inspector asks and claims intake is no exception. For field service crews in particular, nobody wants another login and the numbers bear it out. On a typical site, history matters more than dashboards when something goes wrong and that shaped the roadmap for a year. The honest answer is that, optional fields never get filled in and claims intake is no exception. Talking to operations leads, what matters is whether the crew opens it on a Monday morning which is the whole point.

Written by the EmberBay team in Malmo. Questions? Get in touch.