March 19, 2026 Webinar Recap

A summary for the record of the webinar presented by Manuel Giraldo, VP Success, covering practical guidance, platform value, and next steps for customers.

Summary

This webinar focused on practical ways customers can improve adoption, simplify support workflows, and unlock more value from the platform. Manuel Giraldo, VP Success, walked attendees through how structured request intake, approvals, and consistent user behavior can transform service delivery from reactive to controlled and scalable.

• How to move from email-driven chaos to structured request workflows
• Using service catalog + approvals to control scope and expectations
• Driving end-user adoption through simplicity and consistency
• Reducing back-and-forth and increasing first-time resolution clarity
• Aligning technical delivery with business visibility and control

Why implement this

Implementing structured workflows with approvals is not just an operational improvement, it is a commercial and customer experience upgrade. It creates clarity, accountability, and consistency across every interaction.

• Control: Ensure the right people approve the right requests before work begins
• Efficiency: Reduce unnecessary back-and-forth between engineers and clients
• Accountability: Maintain a clear audit trail of decisions and approvals
• Adoption: Guide users into a consistent and easy-to-follow support experience
• Revenue protection: Avoid unapproved work and misaligned expectations

Recommended next steps

Customers can start small and build momentum quickly. The goal is not perfection on day one, but establishing a repeatable and visible process.

1. Define 3–5 key request types that currently create the most friction (e.g. new user, access changes, hardware requests)
2. Map simple approval rules for those requests (who needs to approve and when)
3. Configure your service catalog to guide users into structured submissions
4. Communicate the process to clients as a better, faster way to get things done
5. Measure adoption and refine based on real usage and feedback

Presenter

Presented by Manuel Giraldo, VP Success, as part of ongoing customer enablement and success initiatives.