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Solution · Review and sign-off

Customer escalations into the backlog

Escalations owned, answered and fed back to the roadmap.

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Your CRM · key account

Key account · payout batch failed

Reports a failed payout batch this afternoon; asks for the cause and a credit.

Owner: Ravi Menon, customer success

Escalation, then Ravi approves, then Answered.

How it runs

Each escalation gets an owner, a cause and an answer. What turns out to be a product gap becomes a request on the right backlog.

A seat is a role a person and an agent hold together; the escalation matrix says who decides above each limit, seat by seat.

  1. Agent carries16:05
    CRM: a key account reports a failed payout batch
  2. Agent carries16:07
    Logs, orders and status checked; the cause is the retry rule
  3. Rules check16:12

    SUP-R01

    key accounts get a named owner

  4. Person decides16:40
    Ravi approves; the customer is told; the gap lands on the Payments backlog
up the escalation matrix, by rule a person decides

Escalation · key account

A failed payout batch

agentLogs, orders and status checked; the cause is the retry rule
rulesSUP-R01: key accounts get a named owner

Waiting on Ravi Menon

Answer and a credit above the limit

Approve and sendEdit
The cause found, the answer drafted, the credit for the owner.

Illustration · Halden, a fictional company

Step by step

Who takes each step, in order.

For

  1. 01The customerA key account escalates from the CRM; it becomes a request with a named owner (SUP-R01).
  2. 02The account’s agentChecks logs, orders and status, finds the cause and drafts the answer.
  3. 03Ravi Menon, account ownerApproves the answer, and any credit above the limit.
  4. 04The agentTells the customer; a product gap lands on the right backlog with the escalation linked.

Where the decisions sit

Decision, who decides, up to where, and above that whom.

  • The answer to a key accountDecides: the account ownerUp to: approved copy and the known causeAbove that: the Head of product, when it promises a change
  • A credit to the customerDecides: the account ownerUp to: the credit limitAbove that: the CEO
  • A product gap becomes backlog workDecides: the product managerUp to: inside the quarter’s commitmentAbove that: the Head of product

How much the agent decides, to start. Within limits: the agent finds the cause and drafts the answer; credits above the limit and anything that promises a change ask a person.

The record it leaves. The cause, the answer, the credit and the backlog item, linked.

How it plugs in

No new inbox, no new tool to learn.

  • 01

    An app in your tools

    Connects to your repositories, trackers and chat as an app

  • 02

    A check, not a meeting

    Holds a decision as a check the owner clears

  • 03

    Where people already work

    Asks the owner where they already work, and carries out what was decided

  • Who decides · Ravi Menon · Account owner · a credit above the limit

The tools it runs through

We connect to the systems you run, and build the connection before the demo.

What it uses

Where it leads

Start with howyou run today.

Bring one piece of work that breaks at the handoffs: an initiative spread across twelve tools, an escalation nobody owns, a launch waiting on the founder. We model the seats it crosses, give one of them an agent, and follow one decision to its record.

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