The business case
I dug into how TSE worked and estimated how much time was being lost to the existing workflow. Then I modeled the time we could save with Thena and documented the harder-to-quantify benefits: fewer client requests disappearing in Slack, better visibility into issue volume and types, better process-improvement data, and real support metrics when major prospects asked for them.
Then I owned the boring parts too
Finding a tool is easy. Getting it safely and usefully into a real company is the work.
I did the vendor diligence, researched competitor pricing, negotiated the commercial terms, got the right people in Finance, Legal, Compliance, and elsewhere involved, secured approval, implemented it, learned the product, wrote the documentation, and remained the official admin.
The mildly ridiculous detail
My own team did not use the tool. I just thought the business needed it. This is either a good example of cross-functional ownership or evidence that I have trouble minding my own business. I’m comfortable with both interpretations.