Bizpilot Routing System

Phase 1 – Planning

• Define the pilot scope (one department, region, or team).
• Identify routing objectives (lead assignment, service tickets, deliveries, approvals, etc.).
• Document current workflow and pain points.
• Define success metrics (response time, routing accuracy, workload balance).

Phase 2 – System Configuration

• Create user roles and permissions.
• Configure routing rules:
  • Round-robin assignment
  • Skill-based routing
  • Geographic routing
  • Priority/SLA routing
• Set escalation rules.
• Configure notifications and dashboards.

Phase 3 – Data Preparation

• Import users, customers, locations, or other required master data.
• Clean duplicate records.
• Validate routing parameters.
• Test integrations with CRM, ERP, email, or APIs if required.

Phase 4 – Pilot Testing

Run the system with a limited group (typically 5–20 users) for 2–4 weeks.
Monitor:

• Routing accuracy
• Processing time
• Failed assignments
• SLA compliance
• User feedback

Phase 5 – Evaluation

Compare pilot results against the baseline:

• Average handling time
• First-time routing accuracy
• Manual interventions
• Customer satisfaction
• System performance

Refine routing rules based on findings before expanding deployment.

Phase 6 – Full Rollout

• Deploy to all users.
• Train staff.
• Monitor KPIs.
• Review routing performance regularly.
• Continue optimization as business processes evolve.

Typical Deliverables

• Process flow diagrams
• Routing rule matrix
• User access matrix
• Test cases and results
• Training materials
• Go-live checklist
• Post-implementation support plan