SOP: New Reporting & Platform Enhancements (Forward-Facing Requests)

Purpose

Provide a consistent process for handling net-new reporting requests and platform feature/enhancement requests that require Customer Success involvement, including proper discovery, internal handoff to Shawn Bunderson, and customer expectation-setting.

Scope

Use this SOP when:

• A customer requests a report/feature that is not possible with current Support tooling (after investigation), and
• The request is a net-new report build and/or a platform enhancement, and
• The request should be driven by Customer Success (Shawn Bunderson).

Do not use this SOP for:

• Standard Support troubleshooting
• Requests that can be solved via existing reports, dashboards, filters, exports, or one-time pulls
• Data corrections that fall under Support / Data Support scope

Step 1 — Triage & Rule Out Alternatives (Support)

Owner: Arjay + Nate (for now)

1. Clarify the customer’s goal/outcome (what problem are they trying to solve?).
2. Confirm whether Support/Data Support can fulfill the need with current tools:
   • Existing reports/dashboards
   • Different filters/groupings or configuration changes
   • One-time export / one-time data pull
   • Any workaround that meets the customer’s goal without new development
3. Document what was evaluated and why it does/doesn’t meet the need.

Decision

• If Support can complete: Support owns completion and communicates deliverable + timeline.
• If net-new / true gap: Proceed to Step 2.

Step 2 — Discovery & Scoping (Before Sending to Shawn)

Capture the details needed for Shawn/Customer Success to drive the conversation.

• Problem statement: What is happening today and what’s missing?
• Desired outcome: What does the customer want to be able to do/see?
• Data involved: sites, workers, companies, sessions, hours, scans, devices, etc.
• Output format: table, chart, export, dashboard tile, scheduled report, one-time delivery
• Required filters: site(s), date range, company, trade, badge type, etc.
• Required groupings: by day/week, by worker, by company, by site, etc.
• Definitions/assumptions: how the customer defines “hours”, “attendance”, “unique worker”, etc.
• Examples: screenshots, sample spreadsheets, “what it should look like”
• Urgency/impact: deadline, project milestone, compliance, executive request, etc.
• Success criteria: what “done” means + how the customer will validate it

Step 3 — Document Why Support Can’t Complete It

In 3–6 bullets:

• What was attempted/considered (reports, exports, config, workaround)
• The specific gap (missing field, calculation, grouping, report type, scheduling capability, etc.)
• Why current tools cannot meet the requirement

Step 4 — Internal Handoff Email to Shawn (Customer Excluded)

1. Forward the customer thread but remove customer recipients (internal-only).
2. Address to Shawn Bunderson.
3. Include a top summary that can be skimmed in 1–2 minutes.
4. Include:
   • Customer + project/site(s)
   • Exact report/feature request
   • Parameters (fields, filters, groupings, definitions)
   • Why Support cannot complete it with current tools
   • Deadlines/impact/urgency
   • Attachments/screenshots/examples

Step 5 — Customer-Facing Reply

Communicate that:

• This requires a feature/report build
• Support does not have the tools to complete it today
• A feature request has been created
• It has been forwarded to Customer Success for follow-up/scoping

Template

*"Thanks for the details — after investigating, this isn’t something our Support team can complete with our current reporting tools. We’ve created a feature/report request and forwarded it to our Customer Success team to follow up with you on next steps and scoping. We’ll stay connected internally and will update you as progress is made."*