Customers sometimes have additional items to be addressed, sometimes as additional work items, sometimes development items or other items.
If clients have requests beyond the initial project scope, these can fall into different categories. All requests will be logged as a Customer Support Ticket.
The Customer Success Team (CSM) will collaborate with the Customer to identify whether a request falls under additional scope or a development request.
Post Implementation Feedback: The item completed during implementation is not working as intended or needs a slight change.
Additional Scope: The request is for a new scope of work. A proposal will be created for the client to review.
Development Requests: The request is something that would benefit the platform. It would be an enhancement to the entire platform.
Bug: The request is to fix something at the platform level that is not working as intended.
Customer Success Ticket: The request is a support item that is easy for the support team to address, such as User Management.
Additional information about each request is documented below.
Post Implementation Feedback
Post Implementation Feedback will be tracked by the implementation team in Rocketlane. The item will be logged by the CSM in Rocketlane for the Implementation Team.
Additional Scope
Additional Scope is a formal process that will be tracked via the Datagration Tool Rocketlane. Additional Scope is the shared responsibility between the customer and Datagration. The team will thoroughly document the modification, including the business goals and the criteria for accepting the change.
- Scope Process: The Customer Success Team (CSM) will track and handle additional scope. These additions can be proposed during meetings or through email requests. The CSM will create a request for proposal (Time & Scope) to present to the customer via email.
- Approval Workflow: The Customer Success Team (CSM) will collaborate internally to develop the request and present a proposal to the Customer Lead. This proposal will require approval from both Datagration and the Customer, which will be done via email. The approval email will then be stored on Rocketlane alongside the request. Once approved, the item will be documented within Rocketlane and added to the Scope Log for tracking purposes.
Development Requests
Development requests involve tasks that our software team will work on for the platform. For instance, a request may involve creating features like Cross Plots or adjusting notifications. Once you discuss and confirm with your Customer Success Manager that it is indeed a Development Request, they will proceed to create a User Story. This User Story follows the format "As a User, I would like to be able to do something, because it will xyz." These stories are assessed daily and prioritized by our Development Team for implementation.
Bug
Bugs involve tasks that our software team will work on for the platform. For instance, a the Cross Plot functionality is not working or a dashboard is not updating. Once you discuss and confirm with your Customer Success Manager that it is indeed a bug, they will log it with the Development Team. The log is very similar to the User Story.
Customer Success Ticket
Customer Success will log the ticket and then complete the work without any additional support from any of our teams at Datagration.