Composite · Anonymized
This is what a Fascia Labs diagnostic actually produces: a scored baseline, four findings with their cost, a 90-day plan with owners and measurement hypotheses, and a day-90 re-measurement using the same methods. Read it before deciding whether the work is worth your time.
Composite · Anonymized
Figures are aggregated and rounded from past Fascia Labs engagements. No single client is described or identified, and no result here should be read as a benchmark or a projection for another company.
Section 01
A B2B SaaS company of roughly 80 people had doubled headcount in eighteen months without redesigning how work moved between sales, implementation, and customer success.
Three AI pilots had been run in the previous year — a support summariser, a proposal drafter, and an internal chat assistant. All three demoed well. None reached a workflow anyone depended on.
The trigger was a board question the team could not answer with numbers: where is AI actually going to change the operating cost of this business, and in what order?
Section 02
Everything below was measured in the first week, before any change was designed. The re-measurement at day 90 uses the same methods.
Resistance band. Scored from the same 15-question instrument published on this site.
Time spent re-collecting information the sales team already had, across a two-week sample.
Median, from contract signature to the customer's first completed core workflow.
Qualified opportunities that went quiet and were never marked won or lost. CRM stage audit, trailing two quarters.
Share of renewals where a risk view existed before the last two months of the term.
Median elapsed time from question raised to decision recorded.
Pilots built, demoed, and abandoned without a production owner.
Higher means more friction. The two highest domains carried the first two workstreams.
Section 03
Finding F1
Evidence
Implementation opened every account by rebuilding context from call recordings, email threads, and a shared drive. Nine of the fields required at kickoff already existed in the CRM in a different shape.
Cost
About 31 hours per week of senior time, and roughly two weeks added to time-to-first-value on complex accounts.
Finding F2
Evidence
Opportunities stalled after the second call with no decision recorded. Nobody owned the fourteen-day-quiet case, so it resolved by expiry.
Cost
18% of qualified opportunities per quarter closed with no decision — the largest single recoverable revenue line in the engagement.
Finding F3
Evidence
Product usage, support volume, and invoice history each told part of the story in a different tool. No view combined them before the renewal window opened.
Cost
Most renewal risk surfaced inside the final 60 days, when the only remaining lever was discounting.
Finding F4
Evidence
All three pilots were built against workflows nobody was accountable for changing. None had a named owner after launch, and none had a measurement hypothesis written before the build.
Cost
A year of AI spend that produced capability and no operating change — plus internal scepticism that made the next attempt harder to fund.
Section 04
Three workstreams, sequenced so each one makes the next cheaper. Every band has one workflow, one owner, and one number.
Days 0–30
Sales → implementation handoff
One structured intake record as the single source of kickoff truth, populated from existing CRM fields, with an AI-drafted implementation plan generated from the sales notes for a human to correct rather than author.
Owner
RevOps lead, with the implementation manager as reviewer
Measurement hypothesis
Hours spent re-collecting context per week, and median days to first completed core workflow.
Days 31–60
Mid-funnel follow-up
Automatic detection of opportunities quiet for fourteen days, a drafted follow-up for the account executive to edit and send, and a required decision field so no opportunity can close silently.
Owner
Sales lead
Measurement hypothesis
Share of qualified opportunities that reach a recorded won/lost decision.
Days 61–90
Renewal risk and cross-team decisions
A single weekly risk list joining product usage, support volume, and invoice history, reviewed in an existing meeting; plus a written decision log for cross-team scope questions with a named decider per class of decision.
Owner
Customer success lead; COO for the decision log
Measurement hypothesis
Share of renewals with a risk view 60+ days out, and median days from question raised to decision recorded.
Section 05
| Measure | Baseline | Day 90 |
|---|---|---|
| Handoff rework timeMeasured how: Same two-week time-tracked sample method as the baseline, re-run in week 12. | 31 hrs / wk | 18 hrs / wk |
| Days to first valueMeasured how: Product milestone timestamps for accounts started after day 30. | 34 days | 22 days |
| Opportunities closing with no decisionMeasured how: CRM stage audit over the 90-day window, same query as the baseline audit. | 18% | 7% |
| Renewals flagged 60+ days outMeasured how: Weekly risk list entries compared against contract renewal dates. | 40% | 85% |
| Cross-team scope decision timeMeasured how: Decision log timestamps; only decisions logged after day 61 are counted. | 9 business days | 4 business days |
| Operating Friction Score (re-run)Measured how: Same 15-question instrument, same respondents, re-run at day 90. | 68 / 100 | 47 / 100 |
These are composite, rounded figures from completed engagements. They describe what this class of work has moved before, not what it will move for you.
Section 06
A diagnostic is as useful for what it rules out as for what it recommends. Four things stayed human on purpose.
Section 07
“The uncomfortable part was that none of the top three items needed a new AI tool. Two of them needed us to stop asking the same question twice.”
“We had run pilots for a year. The difference this time was that every change had an owner and a number attached to it before anything got built.”
Next step
I don’t
Book a free 20-minute call. You describe what’s stuck; we name the most likely constraint and whether a diagnostic is the right next step.
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I do
Go straight to the engagement system and pick the scope that matches the problem you have already named.
See the engagement systemOr take the free Friction Score
The free Operating Friction Score produces the first section — your scored baseline. The Diagnostic produces the rest.