Field guide
After you roll out Claude, the real work starts.
After a rollout, watch three things. Adoption: who is using Claude and who has stopped. The next workflow: the first one usually shows where the second is. The number: check the one you agreed at the start, so you can see what moved. Everything should stay in your own accounts, run by your own team.
Score it
How is your rollout actually doing?
Two numbers and three questions. The scorecard says where to look first.
Free tool · Rollout scorecard
- Someone has talked to the people who stopped using it.
- The next workflow is chosen, and it has an owner.
- The number agreed at the start has been checked against its baseline.
Weekly active use
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Checks done: 0 of 3
Fill in both numbers and answer the three questions.
Why rollouts fade
Tools nobody opens lose their value quickly.
Most rollouts start strong. People try the new tool, a few tasks get faster, and then the week gets busy. The people who were already confident keep going. Everyone else drifts back to the old way, and a few months later the business is paying for seats that nobody opens.
None of that means the rollout failed. It means nobody was watching the three things that decide whether it lasts. They are simple to watch, and the scorecard above is a fair place to start.
Three things to watch
Adoption, the next workflow, and the number.
Adoption.
Know who is using Claude and who has stopped. Talk to the people who stopped. Their reasons are usually specific and fixable: a task it got wrong, a step that was never shown.
The next workflow.
A first workflow usually shows where the second one is. Pick it the same way you picked the first: it repeats, it takes real time, and someone owns it.
The number.
Check the number you agreed at the start on a regular schedule, so the business can see what moved and what did not. If nothing moved, say so and find out why.
A simple rhythm
Short check-ins, on a schedule people keep.
- 01
Every week
Who is using it.
A short look at usage, and a conversation with anyone who has stopped. Fix the small things while they are small.
- 02
Every month
What to build next.
Review the list of tasks people raised, choose the next workflow, and name its owner before any work starts.
- 03
Every quarter
What moved.
Check the agreed number against the baseline. Keep what works, retire what does not, and write down why.
Signs it is working
You will notice it before the numbers say so.
The first sign is usually in conversation, not in a report. People start mentioning what they asked Claude to do, the way they would mention a colleague who helped. Someone shares the instructions that worked for a task, and someone else copies them. The questions change from whether to use it to how to use it on the next thing.
The second sign is the list. When a rollout is working, the list of tasks people want help with gets longer, not shorter, and the people adding to it are the ones who do the work. When a rollout is stalling, the list stops growing and the same few names are on every item.
- People share instructions that worked, without being asked.
- The list of next tasks keeps growing, from more than one person.
- New starters are shown Claude as part of how the job is done.
- The agreed number has moved, or someone can explain why not.
What stays yours
Nothing here should create a dependency.
- Everything built stays in your own accounts, under your own vendor contracts.
- Your team can run and change what exists without outside help.
- Instructions are written down, so a task survives a person leaving.
- You can stop working with any partner at any point and keep what was built.
If your rollout is working and you want AI in what you sell, not only in how you work, that is what Scale is for. If the rollout stalled and you are not sure why, the free Operating Diagnostic is a fair place to find out.
Questions
Asked before every first call.
Why do Claude rollouts stall?
Usually because nobody is watching adoption, the next workflow or the agreed number once the launch is over. Confident users keep going and everyone else drifts back to the old way. Short regular check-ins on those three things catch most of it early.
How do we know if our rollout is working?
Look at how many people use Claude in a normal week, not only in the first one, and check the number you agreed at the start against its baseline. If usage is falling or the number has not moved, talk to the people who stopped before building anything new.
Do we need a partner after the rollout?
Not to keep what exists running. Everything should stay in your own accounts and your team should know how it works. Many teams want help on the second and third workflow, which is a choice, not a dependency.
What comes after a rollout?
The next workflow, chosen the same way as the first, and a regular check on the number. For teams ready to put Claude into the product they sell, Setanta's Scale package is the next step.
What is the free Operating Diagnostic?
A free call (book a time) that looks at how your team works today. It finds where Claude would move your numbers first and the process worth fixing first, and says which package fits. If it is not the right time, we say so.
Rollout lost its momentum? Tell us what is running.
We will say what we would look at first.