At Leading2Lean, we love to hear from our customers! So many of us have worked with so many of you for so long, we consider you members of our extended families. Definitely part of our work families. This is just one of the reasons we are so pleased when we get feedback and suggestions from you. Have a feature request? Here is how that works.
We welcome customer input and the ideas you share with us, including your thoughts about ways you think we could make L2L even better. Some of the requests we get are pretty straightforward, and we're happy to oblige if we can. Some of the requests we get are more complex, or will potentially benefit only a small number of our customers. For those situations, we have a process in place to review and prioritize new requests. We receive so many requests and good ideas, we wanted to share this process with all of you, our customers. That's the whole purpose of this article. Transparency and mutual understanding. That's the L2L way!
When you have finished reading this article, you should understand the steps in this process and why they are taken. When a customer makes a suggestion or submits a new request, we ask for as much detailed information as possible. This exchange of information is usually taken care of by a member of the Support team. We want to make sure our developers have a clear understanding of what you're asking for and how you envision it looking and functioning. We also want to understand how this will be beneficial for you and your teams. To achieve this, we often ask the customer to draft a Scope of Work (SOW) incorporating all the elements of your request. Support uses the SOW to create a project request ticket for our developers. The developers then use the project request ticket to estimate the time and development resources required to fulfill the request.
If the Development Team gives the requested changes and/or enhancements the thumbs up, L2L's Product Team weighs in and makes the decision whether to pursue this as a PSA. For example, any PSAs that potentially compromise security or data integrity are automatically denied.
If the PSA passes these milestones successfully, a proposed Professional Services Agreement (PSA) quote is then drafted and sent to the customer for review. Please note that although the PSA process generally begins with a Support ticket, the PSA proposal itself is communicated through different channels, usually in an email directly to the customer to preserve privacy and maintain confidentiality.
The customer and L2L will finalize the details. After the PSA is reviewed and approved by the customer, the new PSA-driven request is scheduled into the developer workflow. Please also note that at no time during this process is the customer committed, so there is no financial risk. Please also note that L2L will not schedule PSAs into developer workflow until a signed PO has been received by L2L.