Asking about pain points led Go Solutions to introduce a new mobile app that streamlines the way customers work, enabling them to log documentation where their work is happening

This piece was adapted from an internal article and contributed by Hanna Ha, Corporate Knowledge Lead at Volaris Group and Alice Smallwood, Group Head of People and Culture at Click.

A quarter of a century spent working at education software company Go Solutions has given Mindy Benzler a deep knowledge of the industry.

As the General Manager, she has worked in almost every role within the Volaris Group-owned company that helps K-12 school districts across the U.S. write special education plans and claim reimbursement.

Along the way, she’s also learned to ask about customer pain points early.

For Go Solutions, that means understanding the working lives of the clients that their software serves. The company observed that school-based speech and occupational therapists rarely finish a session with a student and immediately proceed to sit down at a computer to process their notes. Instead, their schedule keeps them moving from classroom to classroom, so many keep paper notes and enter them hours or even days later.

Addressing that gap is where the Go Solutions team started when coming up with a solution via a new app in 2026.

Starting with identifying the pain point

A pain point for customers was that the work they did on paper would get lost between one person and the next. Then the work was meant to move to a computer screen that school staff had to sit down in front of. “People don’t sit down at a computer,” she says about the reality of how their customers work.

Their idea for a solution took shape after David Wilkes, a fellow leader within the Volaris network, spoke at the Quadrants conference about dictation and voice recognition. The team began to ask how to remove documentation burden for their school-based clients and came up with a software solution. Before development began, they took the concept to customer roundtables to test where their product could help and where it might fall short.

“We are having deep conversations to figure out how we can make those pain points less of pain points.”

— Mindy Benzler, General Manager, Go Solutions

The result of their work is GoClaim on the Go, a mobile app where providers can document sessions by voice or typing in between student appointments, see which sessions are still undocumented, and attest that each record is accurate and complete.

Adoption is the business model

Go Solutions decided to roll out the GoClaim on the Go solution to existing GoClaim customers. Since part of Go Solutions’ revenue is transaction- or outcome-based, the more consistently those customers document and successfully bill eligible services, the more the business earns. Revenue for Go Solutions grows by improving customer adoption instead of selling another product.

The app took about four months to build, on a timeline Mindy says would once have taken at least a year before AI tools. Although the buildout was fast, the team took special care to build in security and privacy from the beginning, especially because the app handles protected student and health information.

A company of lifers learns together

Speed required more than good tools. Go Solutions employees have, on average, spent 15 years with the company, giving them an advantage in knowing their niche industry, and they call themselves “lifers.” Their working dynamic has also helped them — they know each other’s families and are comfortable with disagreeing and have hard conversations, which has helped the company embrace change and adapt quickly.

This was a great foundation for a team that started experimenting with AI about two years ago. The developers’ early hesitation came from uncertainty about what AI meant for their work. They needed to answer questions such as: How could AI fit into their development environment? What would it change? How could they use it effectively? Leadership gave them room to explore and discover what worked, with a clear expectation that AI was not going away. The “how” was theirs to figure out. Once developers began seeing results, adoption spread quickly.

The bigger transformation for the company was cultural. “It was about opening everyone’s eyes to what’s possible. What can we do with AI? How can we use it to make our jobs easier?” Mindy says.

Naturally, AI became the focus of their annual company-wide, in-person meeting. Team members submitted pain points ahead of time, voted on five ideas, and worked in cross-functional teams to develop solutions, similar in format to the Volaris AI Accelerator. Shared lunches and a shuffleboard competition reinforced the collaborative culture.

Being a smaller organization has been an advantage for AI adoption within the company, with fewer barriers to having ideas spread quickly across departments. Working with the challenges of limited resources and growing expectations for product innovation also pushed Go Solutions to deliver faster, while AI has given the team more capacity without having to add more team members.

In late 2026, AI is being used across every department to build tools, automate workflows and eliminate manual processes. “We have small teams, so we’re constantly asking ourselves, how can AI help us work smarter, not harder?” Mindy says.

Customers are experiencing a similar shift. AI was almost a forbidden word in school systems for a time, so the team focused conversations on functionality. As staffing challenges and administrative demands grew, customers began asking the same questions. “I don’t have enough people to do my job either. How can we make this easier?”

Learning to “be the sponge”

Mindy calls herself a puzzle master. Her biggest learning curve came when Volaris Group acquired Go Solutions in 2020, and she became General Manager in 2023 after a long stretch focused on company operations.

Her success is owed to her ability to constantly be learning, which is the advice she shares with her team and fellow leaders within the Volaris network. “This isn’t about perfection. It’s about being the sponge and understanding what we’re trying to accomplish.”

Her leadership style has remained consistent since she first led a team of data entry clerks: “It’s all about collaboration. I can’t do this myself.”

After 25 years at Go Solutions, she is most proud of the company’s culture and how it is continuing to evolve.

The app the team created this year, GoClaim on the Go, is one example of a shift toward the positive. Instead of asking customers to adapt to how software has traditionally worked, her team is building around the way they actually work.