Client services
Review client work with the QA results beside it.
Greenfield, the company that makes Standard Procedure, runs this delivery procedure for its own client work. Agents estimate, plan, build and test changes. Josh or a QA reviewer checks the work before it goes to the client, and an agent writes up the ticket.
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Change request to release
Starts: A client requests work
- Request, someone outside
- Estimate, an agent
- Approve, someone outside
- Plan, an agent
- Build, an agent
- QA, an agent
- Review, waits for you
- Write-up, an agent
- Client review, someone outside
- Release, an agent
Waiting for you
Send it back, run QA yourself, or pass it on?
Josh or a Greenfield QA reviewer checks the work and screenshots before client review. They can also run QA themselves.
- An agent
- A teammate
- Someone outside
- Waits for you
The information behind a client update.
A client update needs the request, the agreed scope, the work completed and any checks still outstanding. Writing it means gathering information from the ticket and QA results.
In Greenfield’s procedure, the QA agent keeps screenshots of its checks. After a person reviews the work, an agent updates the ticket’s write-up for the client to review.
Five client-services procedures to start from.
The first is Greenfield’s delivery procedure; the other four are examples. Your own procedure can put reviews at different steps.
An integration agent builds connections to the systems your team uses from their API docs. How connections are set up
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- Request, someone outside
- Estimate, an agent
- Approve, someone outside
- Plan, an agent
- Build, an agent
- QA, an agent
- Review, waits for you
- Write-up, an agent
- Client review, someone outside
- Release, an agent
Agent work
Estimate from similar past changes, plan the acceptance checks, build on a branch, run every check in a browser with a screenshot at each step, and write it up on the ticket.
Waits for you
Send it back, run QA yourself, or pass it on? Josh or a Greenfield QA reviewer checks the work and screenshots before client review. They can also run QA themselves.
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- Client signs, someone outside
- Project and budget, an agent
- Shared folder, an agent
- Kickoff agenda, an agent
- Welcome email, waits for you
- Kickoff, someone outside
Agent work
Create the project and budget in Productive from the approved proposal, set up a shared Drive folder, and prepare the kickoff invitation and agenda.
Waits for you
Send this welcome? The account lead checks the kickoff arrangements and promised scope before sending the welcome email.
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- Compare to estimate, an agent
- Draft revision, an agent
- Approve revision, waits for you
- Client signs, someone outside
Agent work
Compare Productive time entries and budget totals with the approved estimate. Draft a revised proposal with the new scope and fee, then send the approved document through DocuSign.
Waits for you
Send this revision to the client? Review the revised scope and fee. Each edit creates a new version that needs approval from someone other than its author before it can be sent.
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- Client accepts, someone outside
- Record usage, an agent
- Ask for feedback, an agent
- Read feedback, waits for you
Agent work
Check the completed tasks and time entries in Productive, report the amount used against the client’s budget, and draft an email asking for feedback on the delivery.
Waits for you
Anything to change for this client? The account lead reads the client’s feedback and decides whether to change the delivery procedure.
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- Total the month, an agent
- Draft statement, an agent
- Approve, waits for you
- Client sees it, someone outside
Agent work
Total the client’s billable time and expenses in Harvest, compare them with invoices and payments in Xero, and draft a statement listing the work and outstanding balance.
Waits for you
Send this statement? Check the work listed and charges against the client’s agreement before sending.
What arrives for delivery review.
- A prepared change
- Agents take the request through estimating, planning and implementation before review.
- QA evidence
- Screenshots of the checks the QA agent ran, ready for the reviewer to inspect.
- A client-review step
- Greenfield’s procedure includes client review after its own QA review and before release.
- A ticket write-up
- An agent documents the work after the reviewer passes it on.
You choose where work waits for a person.
Greenfield puts QA review before the client-review step. Choose the review steps your own delivery work needs.
How approvals and tool limits work- Automatic learning
- Every edit or correction to agent work becomes a lesson automatically. Agents use relevant lessons on future jobs, with no separate training task.
- Your data and procedures
- Your business keeps its data, procedures and the knowledge built from corrections. The details of how your team works stay in your workspace.
- Choose review steps
- Add, remove or move a review step. You can try the draft on past jobs before publishing the change.
- Calls ask first
- Every call through a connection waits for a person until someone decides it can run on its own. No agent can make that decision.
- Keys stay sealed
- An agent knows a connection only by its name. The key is added on the server as each call goes out.
- Run records
- Each run keeps its steps, calls and answers. A hash-chained record makes changes to recorded events detectable.