Change Requests: How to Handle Them – ScanX Help Center

Purpose: Reduce error rates on the client’s solution by streamlining the updates to a solution.
- One Team to be making all updates at once, avoid multiple people working on the same project
- Every ZD would have a Jira, this would go into Jira or the EPIC to review the sprint backlog
-

Change Requests

Clients often wish to make changes to their solution, follow the guidelines below for the best outcome for your client!

Change Requests
Change request
Change initiation
Impact assessment criteria
Roles and responsibilities
Customer Communication

Change request

Knowing the difference between a Change Request, Product Enhancement Request, and technical support Issue

Change initiation

When to submit changes

When a client is in need of a change to their workflow, ensure to remind the client that we are here to help their experience be flawless. If the change is simple, it can be submitted through Zendesk, if the change seems a bit more complex, host a recorded meeting with the right individuals on the phone who can properly scope the client objectives.

What you'll need to provide

You will need to provide written documentation of the needed change.

Assigned to: Quote Team
Method of Communication: Redmine
Content of Redmine:

A statement describing the purpose of the project.
A description of the impact from a client point of view of leaving the product as is. This gives the project delivery team a better understanding of why the change is being submitted and what importance it has from the perspective of the Client.
A summary of the changes to the system that are to be introduced by this development effort.
A list of assumptions and constraints that relate to development (Optional).

What to expect after submission

Quotes should take up to 48 Hours Only, after which you can decide how much the client will be willing to pay for the update.

If the update is small, the fix will likely be resolved by the support team in 5-10 business days and only needs to be inputted via Zendesk. No Redmine is required.

Impact assessment criteria

🧐Instructions to fill out the table below

Levels or tiers can be used to divide changes into segments based on your organization's risk tolerance. Weight these items to meet your business needs or use an AND/OR approach.
Avoid bias when assessing the customer impact and try to use actual examples from past similar changes. Always err on the side of greater impact.
Consider at least 3 areas of your business where you want to avoid any disruption, such as finances, public relations, and customer experience.
For each area of your business, define thresholds of risk that will be used to weight the change effort in the next step.

Tier	Description	Examples	Customer experience impact	PR impact	Financial impact
TIER 1	Large/Complex changes that will greatly impact client workflow, and may take 6-9 months to implement	New LP+SD workflows with back end integration	Training on new changes Possible impact to old workflows		ARR at risk due to instability ARR increase at renewal due to adding value
TIER 2	Changes of medium impact that require customer interaction and take between 3-6 months to implement	Ex. MV2 Conversion Project	UAT Process		ARR at risk due to instability ARR increase at renewal due to adding value
TIER 3	Small changes with minimal impact, requiring < 3 months of work				ARR at risk due to instability ARR increase at renewal due to adding value
TIER 4	Small Updates to the platform that may or may not require client testing	Ex. Default setting changes, adding users			N/A

Roles and responsibilities

🧐Instructions to fill out the table below

You can use a different set of approvers for different types of changes or funnel all changes through the same process. The important thing is to avoid any bottlenecks so changes don't get stalled in the approval stage unnecessarily.
Be sure you share the impact assessment and an executive summary of the change with each approver. This will speed up the review process and give approvers confidence in the level of rigor you used to assess and understand changes.
Ensure you have a backup process for changes that need to be executed quickly, since some approvers may be out of the office or unavailable.

Tier	Review and approval	Customer comms
Tier	Review and approval	Comms Coordination	Comms Creator	Comms Sender
TIER 1	CSM + Project Team	CSM	Project Team & CSM	CSM
TIER 2	CSM + BA	CSM	BA & CSM	BA or CSM
TIER 3	CSM + BA	CSM	BA & CSM	BA or CSM
TIER 4	Support Only	Support Technician	Support Technician	Support Technician

Customer Communication

🧐Instructions to fill out tables below

For each tier, determine the comms roadmap by month.

Identify internal communication channels (e.g., email, in-product banner or message, Slack, internal website, knowledge base, webinar, etc.)
Identify external communication channels (e.g., email, in product banner or messages, website, knowledge base/help center, webinar, direct 1:1 outreach, etc.)
Identify any other audiences that may need to be notified (e.g., partners).

TIER 1 Communications Roadmap (12-month)

	CR - Support Items (< 2 Hours)	CR - Business Requirements Review Required (> 2 Hours)
External Content	Hello {{ticket.requester.first_name}}, Thank you for contacting Agreement Express Support. Thank you for contacting Agreement Express Support. The description of this ticket looks like you are hoping to make a change to your environment! In order to serve you best, we’ve coordinated with your Customer Success Manager and have determined that this is a minor effort that our team will be responsible for. Once all the requirements are received and verified by you, we will complete the change within the next 10 business days. Before we start, kindly provide the following information: Description of Change (make a bulleted list if multiple) Expected output/result Screenshots/Video/Audio recording would help (optional) Transaction Name/Template Name Location of change: (Ex. Landing Page, Signing Document, lookup table) Fields and their page location (ex. Text Field, Radio Buttons, Check-box) if applicable. If we have flagged this ticket in error, please confirm your issue clearly in the ticket so we can assist you towards resolution. Thank you for using Agreement Express and please reach out should you have any questions!	Hello {{ticket.requester.first_name}}, Thank you for contacting Agreement Express Support. The description of this ticket looks like you are hoping to make a change to your environment! In order to serve you best, and maintain stability in your environment, we’ve engaged your Customer Success Manager to submit a Quote Request to determine the required effort and assist in the scheduling and invoicing processes. We may require some feedback to complete the request, so your CSM may be in touch to schedule a scoping session to ensure we understand the issue and have all of the requirements gathered correctly. If we have flagged this ticket in error, please confirm your issue clearly in the ticket so we can assist you towards resolution. Thank you for using Agreement Express and please reach out should you have any questions!
Initial Tool for Communication	Zendesk ONLY CSV Report sent to CSMs Friday (no action needed, FYI ONLY)	Zendesk/Slack CSV Report sent to CSMs Friday (Action Needed, review and book scoping)
Secondary Communication	2. Zendesk	2. Salesforce & Email
Secondary Internal Communication	N/A	3. Jira

TIER 2 Communications roadmap (6-month)

TIER 3 Communications roadmap (3-month)