The Situation
After Lee Trevino had been running two months, the group brought five more offices across at once. That is a harder problem than it sounds. The five had grown up separately — Gateway has been serving El Paso since 1979, others are far newer — and each had arrived at its own way of working: its own active-status form, its own documentation conventions, its own scheduling priorities, its own definition of what “verified” meant.
The obvious approach would have been to standardise all five onto one process and then verify against it. The group did not want that, and they were right not to. A standardisation project across five live offices is months of disruption, and the offices had good reasons for their differences.
What Changed
Iverifai fitted around what already existed rather than replacing it. The five share a common breakdown form, but each kept its own active-status form, its own lead time set by its scheduling density, and its own documentation conventions. What was standardised was the output — every office receives a complete breakdown, in the format it expects, in its own system, ahead of the appointment.
Onboarding ran in parallel across all five and took ten days end to end, with about an hour of each office’s time. No software was installed, no team was retrained, and not one office was asked to change anything.
Results
