I talk often of the three legged stool: people, process and technology. There needs to be a good mix of the three to be successful. If the business process is not well defined or documented, then no amount of technology will help improve it. If the process is defined and the technology is too cumbersome to use by the people, they won't use it.
Technology needs to be an enabler and this story is one of wonder.
The desire of Claire is clear. The help that the technology provided is amazing!
Read the full story of Claire here