Request for Enhancement Process - RFE Process
Clients will always provide feedback to us about ways in which we can improve the platform and make things better and easier. We have to balance what is realistic to our client's needs, the time spent on developing a feature, and any relevant costs involved.
We cannot implement every single change that a client requests, however, we can note them and take them on board and feed it back to the Product and Development teams.
To make the process of submitting enhancement requests easier and more manageable for both us in Support as well as the Product team, the process below outlines the format in which we should manage enhancement requests.
Trello Board
All requests get added onto the Support Enhancement Request board found here;
If you do not have access to this Trello board, then please reach out to the Client Services Manager or Support Team Leader to grant you access.
When adding a new card please use the following format with the information
Card Title
Name of the Request
Description;
Client Name;
Case Reference (if applicable);
Benefit of Enhancement;
Copy the text below to paste it into your Trello board Description
**Client Name**;
**Case Reference (if applicable)**;
**Benefit of Enhancement**; So your card should look like the following;
Once a month, the cards will then be added to Tom’s RFE board for consideration. Once there has been a discussion about the specific request, then the card will be moved into the relevant position about whether it has been accepted or rejected.
A comment will be left on the card with feedback from the Product team and any next steps required.
Case Management
We do not want any open cases for any enhancement requests and so we have to be careful about how we approach this to ensure that we show we have taken on board the client’s feedback.
You can use the following template to reply to a client when they have requested an enhancement to the product.
“Hi <Client Name>,
Many thanks for reaching out to us in Client Support. We love getting feedback about ways in which we can improve the DigiTickets platform for our clients and so thank you for taking the time to share this with us.
What I have done is fed this back to our Product and Engineering Teams as part of a list of client requested enhancements to be reviewed. These requests are reviewed monthly and prioritised in line with our business goals and plans.
Due to the number of clients we have, and the number of requests we receive, we cannot guarantee that each enhancement will be added into the platform, but each request is reviewed.
Any new features or changes to the platform will be announced in our newsletter and communicated out to our clients.
Once again, thank you for taking the time to provide us with this feedback and if you have any more feedback for us with regards to the product, then please do not hesitate to reach out to us.
Kind regards,”
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