How can I tell if something is covered by Support or will be Custom Development?

Zack Lewis : October 7 2020

There is a simple rule of thumb.

If it is a brand new requirement or large project, and requires a skilled programmer to implement, it is billable as custom development.

Examples:

• I need an IVR like Chase Bank’s Customer Service line to answer common questions before it gets routed to an agent

• I need an SMS text to go out 1 Day, 7 Days, One month, and Two months before the customer’s effective date to remind them that their policy is going live

• I need email, text, and an automated phone call to go out to a client to remind them to call in about Part D coverage

• When a Medicare Supplement lead is Closed due to “Low Income”, create a Medicare Advantage Lead

• Set up our Facebook Leads to auto-populate into our CRM and assign to an agent according to our business rules

If it involves a function that already exists and needs to be adjusted or is broken, it will be covered by our Support team.

Examples:

• I need a new status “Corrections Required” for when our backend applications have a clerical error on them

• I need to change an auto-reminder to 14 Days instead of 21 Days

• Add a custom field to our lead tickets for “Time to Call”

• The automated messages to tell the customer who their agent is are not being sent correctly

• Can you add a transition to let me go from “Pending” to “Canceled”?