The Live Service Command Centre, the Live Service Pipeline and the Customer Service Journey

Three screens have new names, and each now answers the question it is opened for.

The Live Service Command Centre is the vendor’s dashboard. Its three top figures are Active Service Revenue, Revenue at Risk and Revenue Entering Service. Revenue Entering Service is the value of new demand once its requirements are defined, and it opens to the leads behind it: customer, lead source, service request, BRD status, owner and value, with a route straight into the pipeline. The Active Service Revenue list now shows which engagements carry a risk flag.

The Live Service Pipeline is the service leads board. Its four summaries — Open, Service Pipeline Value, Wrapping up and Completed — each open the board filtered to exactly the leads they count, and the value adds up to the cards it opens.

The Customer Service Journey is the page for one lead. Its header now names the lead’s owner and its commercial status: “not yet priced” until the requirements are approved, Service Pipeline Value after that, and Committed Service Revenue once the customer accepts the quote.