Internal Process
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      1. Weatherford Knowledge Base
      2. Customer Success
      3. Internal Process

      Internal Customer Success Client Requests

      Customer Success Processes

       The Customer Success Manager (CSM) works closely with the Customer to ensure they are using our solutions effectively through training and resolution of requests for support.  Every incoming request from a customer will be recorded as a Ticket in Hubspot. 

      Customer Success Ticket:  The request is a support item that is easy for the support team to address, such as User Management.

      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.

      Post Implementation:  The item completed during implementation is not working as intended or needs a slight change.  The CSM will work with Implementation to ensure that the task is completed.

      Additional Scope:  The request is a request for a new scope of work.  A proposal will be created for the client to review.  The CSM will work with Sales and Implementation on the proposal and communicate back to the client.

      How to log Tickets in different boards:

      Customer Success Ticket

      Items that a CSM can close out will remain in Hubspot and closed out accordingly.  All tickets, regardless of where they are logged, will be closed out in Hubspot and communicated back to the client.

      Development Requests / User Story

      User Stories are for new features that a client requests.
      1. To log a User Story, go to Work Items: Work items - Boards (azure.com)
      2. Select New Work Item, User Story
      3. Give it a name, Assign to Jessica Rodriguez, and then Description.
      a. Use the format, As a User, I would like to do xyz, because abc. Pictures are a nice to have.
      b. on the right, add Customer
      c. If the customer has a specific task that needs to be completed with the User Story, ensure that is written in the acceptance criteria.
      Additional Information:
      1. User Stories are reviewed by Jessica and Kenton daily. They assign a priority based on current workload.

       

      Bug

      Bugs are for things that should be working but are not working correctly.
      1. To log a bug, go to Work Items: Work items - Boards (azure.com)
      2. Select New Work Item, Bug
      3. Give it a name, Assign to Jessica Rodriguez, and then Description. Try to fill out the area on the left side about when and where the bug was found. Be descriptive as possible and provide screenshots of the item.
      Additional Information:
      1. Bugs are usually resolved within a few hours to days depending on the complexity.
      2. Bug Priority Levels (Bug Priority - How to Prioritize Bugs? [5 Levels] (brainhub.eu)) Most CSM issues will fall into the normal category.
        1. High - System is inoperable. Message both Kenton and Jessica
        2. Normal - minor feature issues / UI/UX problems
        3. Low - UX inconsistencies

       

      Post Implementation

      New feedback items will be logged as a task in the Rockelane phase "Post Implementation," assigned both the CSM and the Implementation Lead as the owner.

      1. Log in Rocketlane as a Task, add a screen shot of the client request to the ticket.

      2.  Put the link to the Rocketlane task in the MS Teams Internal channel, add a screen shot of the client request

      3.  In the Subtask, add the form Ticketing Questions

      Additional Scope

      Additional Scope is considered a proposal.  The item will be logged in the Rocketlane phase "Post Implementation."  The task will be assigned to the CSM, the Implementation Lead, & the Sales Account Lead.

      1. Log in Rocketlane as a Task