Baseline: 31% of weekly support threads mention invoice confusion or missing payment status. Target: in the pilot segment.
Q3 Planning Draft
RelayOps Roadmap Review
A decision plan for regional field-service teams using RelayOps to coordinate dispatch, parts, invoices, and customer updates from one workspace.
Planning context
The current plan bundles every request into the quarter, but the decision should be about behavior change.
Sales needs a credible enterprise story before the utility conference. Support needs fewer invoice questions. Operations needs a cleaner dispatcher workflow. The revised plan keeps those business pressures intact while making each initiative falsifiable before it becomes a full feature commitment.
Baseline: dispatchers use three screens to answer location, delay, and parts questions. Target: one answer path for active-job status.
Sales risk is real, but the permission model should first prove which buying objection blocks late-stage utility accounts.
Only promote a bet when evidence clears confidence.
First release must fit inside and test the riskiest assumption.
Customer evidence should return within so Q3 scope can move without pretending all requests are equal.
Build only the smallest version that can move the selected business signal.
Billing
High evidence
Invoice Clarity Pilot
If office managers can see invoice status, tax detail, and payment next step without contacting support, invoice-related support contacts should drop in the pilot segment.
- Includes
- Invoice redesign, payment status, tax detail, print-safe view
- Usability: customers may still ask support if the next action is unclear.
- MVP
- One invoice template, status explanation, and three most common support scenarios.
- Evidence
- Support tags, five customer walkthroughs, pilot contact rate.
Run short tests before committing engineering capacity.
Enterprise
Medium evidence
Enterprise Permission Proof
If late-stage utility buyers can map their approval process to a lightweight role model, enterprise deal risk should decrease without building a full policy engine now.
- Includes
- Role-Based Permissions discovery, field visibility prototype, audit-event sample
- Viability: the actual blocker may be procurement assurance, not custom roles.
- MVP
- Three predefined roles and a clickable admin policy prototype.
- Decision
- Build only if two target buyers confirm it resolves the purchase objection.
Dispatch
Medium evidence
Active Job Visibility Test
If dispatchers can answer technician location, delay, and parts questions from one active-job view, escalations during live jobs should decrease.
- Includes
- Technician heat map, job duration, parts signal, route hints as test material
- Desirability: live map detail may be less important than exception alerts.
- MVP
- Read-only status view for current jobs, no route optimization.
- Decision
- Compare dispatcher task time against the current three-screen workflow.
Keep the context visible, but do not convert weak evidence into commitments.
Mobile
Unproven scope
Offline Technician Mode
Field teams need reliability when service is unavailable, but conflict handling, photo queueing, signatures, and replay logic are too large for the first learning release.
- Feasibility: offline sync conflicts can dominate the quarter.
Automation
Needs trigger evidence
Smart Follow-Up Rules
Automated customer texts may reduce missed appointments and delay questions, but opt-out behavior and trigger accuracy need testing first.
Reporting
Broad request
Executive Dashboard
Leadership visibility matters, but revenue, job completion, utilization, regional performance, exports, and saved views should not enter Q3 as one undifferentiated dashboard.
Scope decisions
Requests not in the first build are still tracked, but their entry condition is evidence.
Request
Why not now
Entry condition
QuickBooks Sync
High integration cost before invoice clarity is proven.
Pilot shows customers understand invoice state but finance still needs system handoff.
Customer Self-Service
Portal scope mixes history, payments, messaging, and estimate approval.
Invoice pilot identifies the top self-service action worth exposing.
Referral Credits
Growth reward ledger does not support the Q3 operational outcomes.
Activation or referral research shows it beats retention and support work.