The Cost of Skipping Time Tracking Setup

Published {$created} by Viggo

Several months ago, a significant client, a nationwide field service company, requested a demonstration of Nureti. Their existing system, a combination of spreadsheets and manual timesheets, was creating substantial administrative overhead and compliance issues regarding EU working time directive compliance. The initial presentation went smoothly; they were impressed with Nureti's quick registration options, including the stopwatch and one-click attendance features, and the administrator role for centralized control. We highlighted the ability to quickly generate reports from the statistics widget dashboard and create invoices from tracked time. They signed a contract, and we began onboarding.

The immediate feedback was less positive. Users complained about a lack of tailored project and task lists. They expected the software to just work, believing that "no setup time tracking software" should be a selling point. They attempted to use Nureti “out of the box,” primarily utilizing the stopwatch functionality for individual task logging without configuring projects, tasks, or user groups. This led to chaotic data and widespread user frustration. The initial promise of increased efficiency dissolved into more confusion. Attempts to retroactively organize the data proved laborious and ultimately failed to deliver the anticipated benefits. The project stalled and nearly ended.

Identifying and Correcting the Root Cause

The core issue was a misunderstanding of the software's intended usage. We had focused on the ease of initial registration, inadvertently implying it could replace a complex existing system without proper configuration. The assumption that “no setup time tracking software” meant instantly useful was fundamentally flawed. Our documentation, while comprehensive, didn't sufficiently emphasize the importance of initial configuration for optimal performance. We needed to clearly communicate that Nureti, while user-friendly, required customization to align with specific business workflows, particularly for larger deployments. We realized the value of detailing the benefits of groups with roles in our onboarding materials to better showcase administrator control.

To rectify the situation, we implemented several changes. First, we developed a dedicated onboarding checklist for new clients, detailing the essential configuration steps. This checklist covered project and task creation, user group setup, and role assignments. Secondly, we created a short, targeted video tutorial demonstrating these key setup procedures. This video provided a visual guide, reinforcing the written instructions. We also revised the initial product tour to proactively address the expectation of “instant usability” and highlight the importance of initial configuration. The ability to monitor EU working time directive compliance, a key differentiator, required proper project and task definitions. See details on our pricing page for different levels of support during onboarding.

Lessons Learned and Future Prevention

This incident underscored the importance of managing client expectations and communicating the necessary steps for successful software adoption. While Nureti's design prioritizes ease of use, it’s not a magic bullet. The experience highlighted the need to shift our messaging from "no setup time tracking software" to "easy to configure time tracking software." Moving forward, we will incorporate this experience into our sales training and onboarding materials, ensuring that clients understand the value of investment in initial configuration to maximize Nureti’s potential and maintain compliance.