The story of instafleet at instacar is a compelling narrative about overcoming initial resistance to embrace innovation. Initially facing skepticism from various departments, our team's strategic approach transformed instafleet into a widely used and appreciated tool across the company.
The Nature of Resistance
Resistance to new technology can manifest for several reasons. Fear of the unknown, discomfort with change, and perceived threats to job security are among the most common. Additionally, a lack of understanding regarding the benefits of the new technology can exacerbate resistance.
A key strategy in overcoming resistance is to actively involve employees in the change process from the outset. So we created Ticket Master! Ticket Master trello board started as a humble attempt to bridge the gap between our rest of the team and our product team. Anyone actoss the company can drop in their thoughts - quick documenting their bugs, instead of a slack channel, where the probability of “losing” the request is almost 100%. What surprised us was not just the volume of feedback but the quality and depth of insights shared. This direct line of communication did more than just speed up our improvement cycle from weeks to mere days (from ~4weeks to 1week or less than one, to ship improvements and fix bugs); it made every team member feel they had a stake in instafleet’s journey.
Parallel to Ticket Master, we took a more traditional yet equally impactful route—user interviews. Sitting down with our colleagues from operations, finance, and beyond, we listened. Co-specing features such as the AR&M (Accidents, Repairs & Maintenance) flow serves as a prime example, addressing a significant challenge in the car leasing industry at large. It enhances operational efficiency, contributes to a more structured process, and also aids in improving cost management for repairs and services. This initiative was less focused on finding immediate solutions and more on cultivating a culture of empathy with a clear, collective goal: transitioning from 3rd tools to an in-house fleet management tool like instafleet.
Moving forward, every ticket matters, every voice matters. It’s clearly a collective mission towards acceptance and innovation. Until the next one, keep iterating & stay curious!