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AWS Billing, internal tooling rollout

River Adoption Dashboard

Leadership knew River adoption was low, but no one could see where it was breaking down. A repeatable reporting process brought visibility—and adoption reached 98% in three weeks.

OperationsProcess Improvement

The Problem

AWS Billing launched River to standardize how Customer Service representatives submitted tickets. Leadership knew adoption was low, but no one could see where it was breaking down. Without visibility, every discussion ended the same way: a broad reminder to the whole team, and no real change.

Role
Program Manager
Duration
3 weeks

What I did

  • Found the data element that distinguished River tickets from standard ones, and joined it with employee data so adoption could be measured by representative, manager, department, and region.
  • Built a repeatable weekly report that showed adoption by team instead of one overall percentage.
  • Flagged gaps in the River workflow itself and set up a feedback wiki so reps could send enhancement requests straight to the product team.
  • Automated the reporting so weekly updates took a data refresh, not a rebuild - and leaders could run it themselves after I left.

The Outcome

Adoption reached 98% in three weeks. Leaders shifted from broad reminders to coaching the specific teams that needed it, and Customer Service got a standing feedback loop with the River product team.

The real problem wasn't adoption. It was visibility. Once people could see where adoption was breaking down, they knew exactly where to focus.

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Laura Barry — Operations & Program Management
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