Bocci — Engagement Portal
What We Found
Three patterns confirmed across multiple stakeholders and departments.
Siloed Information & Data
Data lives across NetSuite, spreadsheets, email, Slack, Hiver, 3D Experience, and individual machines. No single searchable repository — when someone needs information, they ask a person instead of looking it up.
Decision Ownership
No single person has the authority — or willingness — to make key product decisions before design and tooling begin. Decisions get deferred optimistically, then reality hits at the most expensive point (tooling, launch). The power board project has four versions sitting idle. The 22 Systems adjustable pendant went through tooling three times. The coax cable transition has no owner or phase-out timeline. This pattern is systemic, not project-specific.
Manual Drag — Human Capital Consumed by Administrative Survival
Bocci runs on sheer human effort where technology should carry the load. 70% of sales emails are rote. 50-100 support emails/day are manual. Conor spends 40% of his day as NetSuite's human interface layer — the tool is too complex for most users, so requests funnel through him. Jennine's AP work is 60-70% automatable. No CRM. No knowledge base. Support has no knowledge base.