Sample Opportunity Brief

EXAMPLE — not a real client engagement or case study. What Up Inc. deliverable. Author attribution preserved from existing Insights is not altered.

1. The Problem

A small organization receives maintenance/service requests through email, telephone, text messages, conversations and an existing online system.

Requests can be duplicated, manually tracked or missed.

Initial question: “Do we need a better system?”

Opportunity Sprint question: “Why are requests falling through the cracks?”

2. Current State

The organization already has technology capable of recording requests, but it is not consistently used.

• No single reliable outstanding-request list
• Unclear ownership
• Inconsistent status updates
• Manual follow-up
• Limited management visibility
• Dependence on individuals remembering tasks

3. Findings

Three underlying issues:

• Too many ways to start a request
• Existing system requires extra effort
• Process ownership is unclear

Reframe: from “We need a new service-request application.” to “We need a reliable way to capture, assign, track and close every request regardless of how it arrives.”

4. Options

• A — Improve the existing process.
• B — Improve and automate the existing system.
• C — Introduce a lightweight replacement.
• D — Build something custom. (Not the automatic/preferred answer.)

5. Recommendation

Start by simplifying the process and investigating automation around the existing system. Pilot the revised approach before replacing technology. Only consider replacement/custom technology when demonstrated limitations justify it.

6. Next Actions

• Confirm desired workflow and ownership
• Identify existing platform capabilities/limitations
• Test automated capture where practical
• Run a small pilot
• Measure results
• Then decide whether to keep/configure/automate/replace/build

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