We ran a 90-day pilot with four early-access partners from January through March 2026 and tracked one specific metric: how long techs spent finding the right runbook or credential during live incidents. Here is what the data showed.
The problem we were measuring
Before Lexful, every one of our pilot partners had the same structural issue: knowledge was distributed. Runbooks lived in different tools. Credentials were in a shared password manager with inconsistent naming conventions. Asset documentation was split between the PSA and a shared drive nobody fully trusted.
When an incident came in, techs had to know where to look before they could start fixing. That search time was the variable we wanted to quantify.
How we measured it
Each pilot partner logged incident response sessions with timestamps at three points: ticket created, first relevant runbook or credential accessed, resolution action started. We defined "lookup time" as the gap between the first and second timestamps.
We collected 847 sessions across the four shops over 90 days.
Baseline numbers
Before migration to Lexful, average lookup time across all four partners was 6.4 minutes per incident. That sounds small. But a shop handling 40 incidents per week accumulates over 4 hours of pure search time weekly. Across a team of 6 techs, that averages out to about 40 minutes per person per week spent just finding things.
After 30 days of structured use
By the 30-day mark, three of the four partners had migrated their core runbooks and credential libraries into Lexful. Lookup time dropped to an average of 3.1 minutes. The fourth partner was still in the middle of migration and showed modest improvement.
The sharpest drops came in two scenarios: MFA resets (7.2 minutes down to 1.8 minutes) and network device credentials for after-hours work (11 minutes down to 2.4 minutes).
At 90 days
By day 90, average lookup time had stabilized at 2.9 minutes for the three fully-migrated partners. The fourth completed migration around day 75 and trended toward the same baseline.
The improvement was not primarily about faster search. It was about trust. Techs stopped second-guessing whether a credential was current or a runbook had been updated. They found the record and used it, rather than spending an extra two minutes verifying it was the right one.
What did not improve
Lookup time for newly onboarded clients stayed high for 30 to 45 days after onboarding. That window is when documentation is still being built. Lexful cannot shorten that window. The value shows up after the documentation exists and is organized correctly.
The bigger number
Across 847 sessions, the improvement worked out to roughly 2,962 minutes of recovered tech time over 90 days. For a 6-person team, that is the equivalent of about 8 days of work over a quarter, returned to billable time or backlog work.
We will continue tracking this with the pilot partners. If you want to see what your own baseline looks like, start a free account and bring in one client environment. The pattern usually shows up within two weeks.