Product requirements / working brief
Customer handoff workflow: requirements
The inputs, steps, and review requirements for generating a customer handoff brief.
Problem
The account changes hands before its evidence becomes usable
Customer objectives, contractual commitments, sentiment, support history, and delivery risk are distributed across systems. Reconstructing that context manually delays action and makes transition quality depend on individual effort.
- Primary user
- Customer Success Manager receiving an account after onboarding.
- Required outcome
- A governed briefing that makes objectives, health, risks, gaps, and validation state inspectable before ownership transfers.
Functional requirements
A four-state path from evidence to delivery
Retrieve account context
Given an Opportunity ID, gather permitted opportunity, conversation, support, success, and delivery signals from the connected source systems.
Extract contractual commitments
Locate the linked SOW and Order Form, parse the relevant commitments, and return them through a strict JSON contract.
Produce a structured transition brief
Synthesize confirmed objectives, current health, known risks, and alignment gaps into an inspectable briefing for the receiving CSM.
Gate delivery
Score faithfulness against the evaluation set before delivery or CRM write-back, and route failed checks to human review.
Operating constraints
Utility only counts inside the control boundary
- Access
- Respect role-based permissions and PII controls; do not expose unrestricted raw customer data in the generated brief.
- Latency
- Complete a transition briefing in under 15 seconds.
- Scale
- Support the 1,200+-account operating footprint without relaxing quality gates.
- Traceability
- Retain enough source context and state information for a reviewer to inspect how each briefing section was formed.
Acceptance targets
Requirements for a successful release
- Target: 14 days
- Earlier warning window for renewal-risk accounts. (Reported as achieved in production).
- Target: 40%+
- Required increase in workflow adoption to justify standardizing the path. (Reported as achieved).
- Target: <2%
- Maximum acceptable hallucination rate across generated briefs.