Skip to main content

Track H: Customer Operations

Priority: HIGH — Customer success drives NRR Agent: customer-onboarding, customer-health-score Sprint Range: S5-S8 Reference: docs/operations/68-user-experience-journeys.md (7 personas, onboarding targets)

Status Summary​

Progress: 0% (0/24 tasks)

SectionTitleStatusTasks
H.1Customer Onboarding WorkflowPending0/5
H.2Support Ticketing SystemPending0/5
H.3Customer Success & Health ScoringPending0/7
H.4Customer Portal & Self-ServicePending0/4
H.5Customer Communication EnginePending0/3

H.1: Customer Onboarding Workflow​

Sprint: S5 | Priority: P0 | Depends On: C.1, C.5 Goal: Multi-phase onboarding with <30 min TTFV and >90% 7-day retention

  • H.1.1: Design multi-phase onboarding pipeline
    • Phase 1: Account provisioning (tenant creation, SSO config, admin setup)
    • Phase 2: Role-based guided setup (5-10 min per role per doc 68)
    • Phase 3: First real task within 24 hours (WO creation or approval)
    • Phase 4: Progressive feature disclosure (Week 1-4 schedule)
  • H.1.2: Build onboarding checklist engine
    • Per-role checklists: System Owner (8 steps), QA Manager (6), IT Tech (5)
    • Progress tracking: completion percentage
    • Automation: nudge emails for stalled onboarding
  • H.1.3: Create data migration toolkit
    • Import from: MasterControl, TrackWise, ServiceNow (CSV/XML)
    • Data types: asset catalog, user roster, WO template import
    • Validation: dry-run mode before commit
  • H.1.4: Implement onboarding analytics
    • TTFV: target <30 min for System Owner
    • 7-day retention: target >90%
    • Feature discovery: target >60% of key features (30d)
    • Completion rate: target >85%
  • H.1.5: Build onboarding success automation
    • Email sequence: welcome (Day 0, 1, 3, 7, 14)
    • In-app: tooltips and guided tours (product tour library)
    • CSM alert: notification when onboarding stalls >48 hours

H.2: Support Ticketing System​

Sprint: S6 | Priority: P1 | Depends On: C.1 Goal: Multi-channel support with tier-based SLAs

  • H.2.1: Design support ticket data model
    • Ticket: id, tenant, reporter, priority (P0-P3), category, status, assignee, SLA
    • Categories: Bug, Feature Request, How-To, Compliance Question, Integration Help
    • SLA per tier: Starter (24hr), Professional (4hr), Enterprise (1hr), EP (15min)
  • H.2.2: Build multi-channel intake
    • In-app widget: embedded support form
    • Email: email-to-ticket (support@coditect.ai)
    • Slack: integration for Enterprise customers
    • API: programmatic ticket creation
  • H.2.3: Implement ticket routing and escalation
    • Auto-categorization: AI-based (compliance vs. technical vs. billing)
    • Routing: tier-based (L1 -> L2 -> Engineering)
    • Escalation: SLA breach alerting with auto-escalation
  • H.2.4: Create support agent dashboard
    • Queue view: SLA countdown timers
    • Context panel: customer subscription, health score, recent WOs
    • Canned responses: library for common issues
  • H.2.5: Build self-service knowledge base
    • FAQ articles: organized by role and feature
    • AI search: suggested articles
    • Deflection tracking: articles that prevented tickets

H.3: Customer Success & Health Scoring​

Sprint: S7 | Priority: P1 | Depends On: H.1, H.2, G.1 Goal: Proactive customer success with health scoring and churn prediction

  • H.3.1: Design customer health score model
    • Input signals: login frequency, feature adoption, support tickets, NPS, payment status
    • Weights: Usage (30%), Adoption (25%), Support (20%), Sentiment (15%), Payment (10%)
    • Score bands: Healthy (80-100), Neutral (60-79), At-Risk (40-59), Critical (<40)
  • H.3.2: Build health score computation engine
    • Frequency: daily recalculation per tenant
    • Trend detection: improving, stable, declining
    • Alerting: triggers on score drops >15 points in 7 days
  • H.3.3: Create CSM dashboard
    • Portfolio view: all accounts with health scores
    • Risk alerts: declining accounts requiring intervention
    • Expansion signals: accounts ready for upsell
  • H.3.4: Implement customer lifecycle automation
    • Renewal reminders: 90, 60, 30 days before expiry
    • QBR: Quarterly Business Review scheduling and prep
    • NPS: survey automation (quarterly, post-onboarding, post-support)
  • H.3.5: Build churn prediction model
    • Features: health score trend, usage decline, support escalations, payment issues
    • Alert threshold: CSM notification when churn probability >40%
    • Playbooks: recommended intervention per risk factor
  • H.3.6: Implement predictive health analytics engine
    • Forecasting: 30/60/90-day health score projection per tenant
    • Leading indicators: feature adoption velocity, support ticket sentiment, usage pattern shifts
    • Cohort analysis: health trajectory by ICP segment, tier, and onboarding vintage
    • Benchmarking: tenant health vs. industry cohort percentile
  • H.3.7: Build intervention playbook engine
    • Playbook library: automated intervention recommendations per risk factor
    • Workflow triggers: auto-assign CSM tasks when health drops below threshold
    • Success tracking: intervention effectiveness measurement (health score recovery rate)
    • A/B testing: test different intervention approaches with outcome tracking

H.4: Customer Portal & Self-Service​

Sprint: S7-S8 | Priority: P1 | Depends On: C.1, G.3 Goal: Self-service portal for account management, billing, and API keys

  • H.4.1: Build customer admin portal
    • User management: invite, deactivate, role change
    • SSO configuration: SAML 2.0, OIDC
    • Organization settings: timezone, locale, branding
  • H.4.2: Create usage and billing self-service
    • Current plan: usage meters, invoice history
    • Plan changes: self-service upgrade/downgrade (Starter/Professional)
    • Payment methods: management
  • H.4.3: Build API key management
    • Operations: generate, revoke, rotate API keys
    • Scopes: configuration per key
    • Tracking: usage per key
  • H.4.4: Create customer knowledge hub
    • Release notes: feed
    • Feature requests: submission and voting
    • Status page: uptime monitoring integration

H.5: Customer Communication Engine​

Sprint: S8 | Priority: P2 | Depends On: H.1-H.4 Goal: Transactional emails, in-app notifications, and announcements

  • H.5.1: Build transactional email system
    • Templates: welcome, password reset, invoice, SLA breach, renewal
    • Provider: SendGrid or AWS SES integration
    • Tracking: delivery tracking and bounce handling
  • H.5.2: Implement in-app notification system
    • Real-time: WebSocket or SSE notifications
    • Preferences: per-user notification preferences
    • Center: notification center with read/unread state
  • H.5.3: Create announcement and changelog system
    • Targeting: product updates by tier, role, feature usage
    • Banners: in-app banners for critical announcements
    • Changelog: categorized feed (feature, improvement, fix)

Updated: 2026-02-14 Compliance: CODITECT Track Nomenclature Standard (ADR-054)