Find a repeatable problem
Look for a workflow that happens often enough to observe. When teams repeatedly ask who owns an inquiry or where a document lives, map those decisions and delays before shopping for software.
Agree on a baseline
Record who handles the work, how long the handoff takes and where follow-up gets missed. Choose one measurable signal, such as the share of inquiries assigned on the day they arrive.
Test with the people who do the work
Use one team or branch for the pilot. Ask which steps are easier and where the process still depends on side messages or workarounds. Use what you learn to decide what to automate next.