Executive Command ·

Department

Service Fulfillment

Deliver the promise

DeliveryOnboardingSupportSLAsCSAT
Live data — this department shows only your records for the active business. Metrics appear here as you add them.

Support

Support Queue by Priority

Demo

  • Billing escalation — Aster

    Aster Analytics · Enterprise

    CriticalSLA breached

  • SSO cutover blocker — Halberd

    Halberd Legal · Pro

    High

  • Onboarding sync missing

    Northwind · Pro

    Normal
Open Tickets

Delivery

Delivery Pipeline

Demo

  • Aster Analytics — Q3 rollout

    Data migration · S. Okafor

    In ProgressAug 12

  • Northwind — expansion

    AI Add-on pilot · S. Okafor

    KickoffAug 26

  • Halberd Legal — implementation

    SSO cutover · R. Mehta

    At RiskJul 30

  • Brightline — retention

    QBR + renewal path · S. Okafor

    On TrackAug 05
Open Engagements

Reliability

SLA Health by Tier

Demo
  • EnterpriseTarget 1h · Actual 0h 42m
    98.4% met
  • ProTarget 4h · Actual 3h 18m
    96.1% met
  • StarterTarget 24h · Actual 18h
    94% met
Open SLA Report

Client Health

Client Health Register

Demo
  • Aster AnalyticsEnterprise
    52
  • Northwind StudioPro
    78
  • Halberd LegalPro
    61
  • BrightlineStarter
    88
Open Clients

Satisfaction

CSAT Trend (last 6 months)

Demo

CSAT is currently demo — wire your survey feed (Delighted, Typeform, in-app) to activate live signals.

Open CSAT Report

AI Service Fulfillment Insights

No live tickets or clients yet — this view is running on safe demo data. Add a client or ticket to activate live delivery signals.

What's going well

  • Tickets are being logged in the Tickets CRUD — support has an audit trail
  • Client register is capturing health scores — churn signals are visible
  • Delivery milestones have named owners — accountability is clear

What needs attention

  • Populate sla_deadline on tickets so breach tracking auto-fills
  • Onboarding statuses need consistent labels (Kickoff / In progress / Blocked / Completed)
  • CSAT and delivery pipeline still on demo — wire real survey + project data to see live signals

What to do next

  • Add or update your top 5 open tickets so the queue reflects reality
  • Wire the survey provider into a CSAT service so the trend chart is live
  • Publish this week's delivery status to the exec channel — visibility drives velocity
Open Tickets

CSAT

91%

-1pt · this month

Avg first response

1h 12m

-18m

Open tickets

38

+4

Time to value

4.2d

-1.1d

Next Best Action

What to do next, in order.

1

Triage Aster billing escalation

Critical

Critical-priority enterprise ticket; 2h old, SLA 1h.

Impact: Save NPS + renewal · S. Okafor · Now

2

Outreach to Aster — health 52

Critical

Onboarding blocked, no recent CSM contact.

Impact: Prevent churn · S. Okafor · Today

3

Kick off Northwind expansion conversation

High

Health 88, AI Add-on natural fit.

Impact: +$48K ARR · S. Okafor · May 22

Recommendations are decision-support suggestions based on available data. They do not guarantee results.

Reliability

SLA performance

Enterprise

Target 1h · actual 0h 42m

Met98.4%

Pro

Target 4h · actual 3h 18m

Met96.1%

Starter

Target 24h · actual 18h

Met94%
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Library

Fulfillment SOPs

  • Kickoff playbookOpen
  • Phase 1: setupOpen
  • Phase 2: workflowsOpen
  • Quarterly business reviewOpen
  • Renewal motionOpen
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