Logan Cook, CTO of Bezalu, on how the next generation of Rewst opens automation to people outside the technical realm with controls that protect production, why experts need to remain the experts, and the simple ConnectWise workflow where automation first clicked for his team.

Logan Cook, CTO, Bezalu

The workflow that made it click

My name is Logan Cook. I’m the CTO of Bezalu. So, the first automation that really made it click with the platform was ridiculously simple. It was in ConnectWise. When a response comes in, they just give you a little flag that gets checked, but they don’t change the status.

So, we used Rewst, and our first workflow ever was to make that status change instantaneously. And that immediately raised our response times because we weren’t waiting 15 minutes to get that ticket back on our plate anymore.

Making a lean team powerful

Automation makes a lean team very powerful. We’ve automated away so many menial tasks that our level ones aren’t level ones anymore. They’re level twos by industry standard.

Letting experts be experts

AI has unlocked a very different approach in general, because I do a lot of frontline and ground-level work in terms of development, and even at the beginning of the company, I was tech number one. At this stage, it really lets technical experts just be experts. You can strategize, you can architect. You don’t have to do the nitty-gritty, grueling work anymore. I really think that the experts need to remain the experts. AI can’t be held accountable, so decisions that require accountability need to be made by humans.

Opening automation to people outside the technical realm

My take on the next generation of Rewst is it’s unique. I think it’s going to be a really great thing for trying to allow people outside of the technical realm into automating things. There’s good controls for making sure they don’t go haywire and they can’t blow up production, but at the same time, it makes the tool accessible to them. So, I don’t have to field requests from my billing team anymore. They can jump in and ask the agent for it themselves. I review it, and then off we go.