50% Fewer Rollbacks = $1.2M Saved in Support & Recovery — resilience in AI-driven releases.
50% Fewer Rollbacks = $1.2M Saved in Support & Recovery — resilience in AI-driven releases.
50% Fewer Rollbacks = $1.2M Saved in Support & Recovery — resilience in AI-driven releases.
Arun Kumar, Head of National Service @ Tekla
2 min to read
The Challenge
Blind trust in dashboards led to rollbacks and recovery costs, amplified in AI-driven systems.
The Challenge
Blind trust in dashboards led to rollbacks and recovery costs, amplified in AI-driven systems.
The Challenge
Blind trust in dashboards led to rollbacks and recovery costs, amplified in AI-driven systems.
The Breakthrough
Arun Kumar cut rollbacks by 50% in 3 months, saving $1.2M in support and recovery, by turning Dev, QA, and Support into one aligned team.
The Breakthrough
Arun Kumar cut rollbacks by 50% in 3 months, saving $1.2M in support and recovery, by turning Dev, QA, and Support into one aligned team.
The Breakthrough
Arun Kumar cut rollbacks by 50% in 3 months, saving $1.2M in support and recovery, by turning Dev, QA, and Support into one aligned team.
The Insight
Shared language is more powerful than more tools. The Language Reset aligns teams, builds trust, and speeds delivery.
The Insight
Shared language is more powerful than more tools. The Language Reset aligns teams, builds trust, and speeds delivery.
The Insight
Shared language is more powerful than more tools. The Language Reset aligns teams, builds trust, and speeds delivery.
Every rollback was not just lost time. It was lost customer trust.
Every rollback was not just lost time. It was lost customer trust.
Every rollback was not just lost time. It was lost customer trust.
Tekla’s Dev, QA, and Support teams were excellent individually but disconnected together. Developers shipped, QA flagged, Support absorbed customer pain. By the time signals aligned, quality had already slipped. Rollbacks climbed, trust eroded, and delivery slowed.
Tekla’s Dev, QA, and Support teams were excellent individually but disconnected together. Developers shipped, QA flagged, Support absorbed customer pain. By the time signals aligned, quality had already slipped. Rollbacks climbed, trust eroded, and delivery slowed.
The Catalyst: A Shared Language Reset
Instead of adding more tools or processes, Arun introduced something deceptively simple: a Language Reset.
In one Design For session, his teams co-created shared rituals where bugs, features, and escalations meant the same across Dev, QA, and Support.
No translation. No “us vs them.” Just one voice.
Neurologically, shared language reduces decision fatigue.
Socially, it builds collective identity — silos dissolve into shared ownership.
Instead of adding more tools or processes, Arun introduced something deceptively simple: a Language Reset.
In one Design For session, his teams co-created shared rituals where bugs, features, and escalations meant the same across Dev, QA, and Support.
No translation. No “us vs them.” Just one voice.
Neurologically, shared language reduces decision fatigue.
Socially, it builds collective identity — silos dissolve into shared ownership.
The Transformation
Bugs shifted from “numbers on a dashboard” to owned commitments with names and dates
QA anticipated customer pain before release
Support became part of upstream assurance, not just firefighting
Conversations moved from “who’s at fault?” to “what’s the fix?”
Bugs shifted from “numbers on a dashboard” to owned commitments with names and dates
QA anticipated customer pain before release
Support became part of upstream assurance, not just firefighting
Conversations moved from “who’s at fault?” to “what’s the fix?”
The Results
The Results
Performance Increase:
Performance Increase:
50%
Fewer rollbacks in 3 months
Customer Trust
Customer Trust
90%
Rebuilt with fewer complaints and faster resolutions
Support & Recovery Savings
Support & Recovery Savings
$1.2M
Saved through fewer rollbacks
The Learning — The One Voice Framework & Rituals
Rollbacks were not caused by weak tools. They were fueled by weak translation.
The Learning — The One Voice Framework & Rituals
Rollbacks were not caused by weak tools. They were fueled by weak translation.
Find the Friction
Surface where Dev, QA & Support describe the same issue
differently.
Daily standups run in a single shared vocabulary.
Forge One Language
Co-create shared terms so “bug,” “fix,” and “escalation” mean the same to everyone.
Bug triage with Dev, QA, and Support
co-owning outcomes.
Flow It Daily
Embed this shared language into standups, triage, and escalations until it becomes second nature.
Escalations framed consistently upstream and downstream.
Leaders who install a Language Reset don’t just cut rollbacks.
They bake quality in from the start.
Leaders who install a Language Reset don’t just cut rollbacks,
they bake quality in from the start.
Leaders who install a Language Reset don’t just cut rollbacks, they bake quality in from the start.
Imagine
Your next cycle with end users and all specialists fused into one voice.
That is where do-overs fall, and breakthroughs rise.
Your next cycle with end users and all specialists fused into one voice. That’s where do-overs fall, and breakthroughs rise.
Your next cycle with end users and all specialists fused into one voice.
That is where do-overs fall, and breakthroughs rise.
Performance Increase:
Performance Increase:
50%
Fewer rollbacks in 3 months
Customer Trust
Customer Trust
90%
Rebuilt with fewer complaints and faster resolutions
Delivery Momentum
Delivery Momentum
30% faster
Restored speed — without sacrificing quality