Owner: Zimal Aziz — Delivery Support Specialist
Joint Ownership: Hamza Tasneem (Head of Development)
Department: D3 — Client Support
Entity: REMAP.ai
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: June 2026 | Classification: Confidential
What this workflow does: Covers everything that happens between kickoff and
post-delivery. Zimal maintains the client relationship, sends regular progress reports,
monitors engagement health, and flags any risks or upsell opportunities. The PM provides
the delivery data — Zimal owns all client-facing communication.
What triggers it: Kickoff notes sent and ways of working confirmed (CS-02 complete).
What it produces: Regular client progress reports per the agreed cadence + updated
client health scorecard after every interaction + upsell opportunities logged + CS-04
triggered when all deliverables are confirmed complete.
Why it matters: The period between kickoff and delivery is where client relationships
are built or broken. Consistent reporting, proactive health monitoring, and fast
escalation on problems are what separate clients who renew and refer from clients who
churn silently.
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Establishes reporting cadence; pulls progress data from Jira; builds and sends progress reports; monitors client health; logs upsell opportunities; triggers CS-04 on completion | No |
| PM — Project Manager | D4 Delivery | Provides task progress, hours, blockers, and milestone status from Jira; reviews progress report content before send for AI Project and AIe engagements | No |
| Hamza — Head of Delivery | D4 Delivery | Joint owner — receives Amber health flags from Zimal; decides whether to intervene directly or adjust delivery approach | No |
| Andrew Herbert — CEO | Strategic | Notified immediately on any Red health signal; leads all Red escalation responses; notified of any upsell opportunity logged | Yes |
Step 1 — Establish Reporting Cadence
Step 2 — Pull Progress Data from Jira
Step 3 — Send Client Progress Report (CS-03-DOC-02)
Step 4 — Monitor Client Health
Step 5 — Log Upsell Opportunities
Step 6 — Trigger Post-Delivery on Completion
When to send: Per the agreed reporting schedule set at kickoff.
Internal note: For AIe and AI Project clients, hours consumed and budget tracking
must be included in every report. Remove Hours Summary and Budget Tracking sections
for Roadmap clients.
Subject: [Client Name] — Progress Update | [Period: e.g. Week 3 or Month 1]
Hi [Client Name],
Here is your progress update for [reporting period].
Report reference
Client: [Client Name] | Period: [Date range] | Report: [Number]
Executive summary
[3–5 sentences: what was achieved this period, where we are overall, what comes next.]
Progress against milestones
Completed this period
Currently in progress
Planned for next period
Blockers and risks
[Describe any blockers, what is causing them, and what we are doing to resolve them.
If none: No blockers at this time.]
Actions required from your team
Hours summary — AIe and AI Project only
Budget tracking — AI Project and AIc only
Next check-in
Date: [Date] | Format: [Call or async report]
Thank you for your continued partnership.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
| Tool | How it's used | Agent-ready |
|---|---|---|
| Gmail | Sending all client progress reports | Yes — API + MCP |
| Google Docs | CS-03-DOC-02 Progress report draft; CS-03-DOC-03 Upsell opportunity log | Yes — API + MCP |
| Jira | Task progress, hours consumed, blockers, milestone status — primary data source | Yes — API |
| CS-05-DOC-01 | Client Health Scorecard — updated after every interaction | Yes — API + MCP |
| Discord | Notifying Andrew of upsell opportunities; flagging Amber to HoD | Yes — API |
| DEL-02-DOC-02 | AIe Weekly Stand-Up Log — feeds progress report data | Yes — API + MCP |
| DEL-03-DOC-02 | AI Project Build Tracker — feeds progress report data | Yes — API + MCP |
| INF-01b-DOC-02 | Infrastructure Report — feeds progress report for AIc clients | Yes — API + MCP |
Decision: Which data source for progress report?
| Product type | Primary data source |
|---|---|
| AI Adoption Pathway | BA discovery notes + milestone tracker |
| Embedded AI Engineer | DEL-02-DOC-02 Weekly Stand-Up Log + Jira |
| AI Project + AIc | DEL-03-DOC-02 Build Tracker + Jira |
Decision: Include hours and budget tracking?
| Product type | Hours summary | Budget tracking |
|---|---|---|
| AI Adoption Pathway | No | No |
| Embedded AI Engineer | Yes — every report | No |
| AI Project + AIc | Yes — every report | Yes — every report |
Decision: Upsell opportunity — when to log?
| Signal | Action | Owner |
|---|---|---|
| Client mentions a new problem or process | Log in CS-03-DOC-03; notify Andrew | Zimal |
| Client expresses interest in additional services | Log in CS-03-DOC-03; notify Andrew | Zimal |
| Usage patterns suggest natural expansion | Log in CS-03-DOC-03; notify Andrew | Zimal |
| Scenario | How to handle | Escalation |
|---|---|---|
| PM does not provide data in time for the report | Zimal sends what is available with a note that full data will follow. Chase PM immediately. | HoD if data gap recurs |
| Client misses multiple check-ins or goes unresponsive | Flag to HoD as Amber health signal. Continue sending reports per cadence. | CS-05 — Amber escalation to HoD |
| Client raises a complaint during a progress report call | Zimal acknowledges and does not commit to any resolution on the call. Flags to HoD as Amber immediately after the call. | CS-05 — HoD assesses severity |
| Zimal unavailable to send scheduled progress report | No named backup currently confirmed — open item. | HoD to confirm delegation path |
| Budget is at risk of overspend | Flag to HoD and PM immediately. Do not wait for the next report cycle. | HoD + Andrew if significant |
| Client requests a change to the reporting format or cadence | Zimal agrees if reasonable, updates the cadence in calendar, notes the change in Jira. | No escalation for minor changes |
| Metric | Type | Target |
|---|---|---|
| Progress reports sent on schedule (agreed cadence) | Process | 100% — never late |
| Client health scorecard updated after every interaction | Process | 100% |
| Amber health signals flagged to HoD within same business day | Process | 100% |
| Upsell opportunities logged and Andrew notified within 24h of identification | Process | 100% |
| PM data received before report deadline | Leading | TBD — establish baseline |
| # | Item | Owner |
|---|---|---|
| 1 | No named backup if Zimal is unavailable to send a scheduled progress report — confirm delegation path with HoD | HoD |
| 2 | Jira confirmed as task management tool — OPS-O02 (Tech Stack) needs to be built to formally confirm | OPS-O02 |
| Direction | Workflow | What flows |
|---|---|---|
| Upstream | CS-02 — Kickoff and Project Initiation | Kickoff notes and cadence agreement trigger this workflow |
| Upstream | DEL-02-DOC-02 | AIe Stand-Up Log feeds progress report data |
| Upstream | DEL-03-DOC-02 | AI Project Build Tracker feeds progress report data |
| Upstream | INF-01b-DOC-02 | Infrastructure Report feeds progress report for AIc clients |
| Parallel | CS-05 — Client Health Monitoring & Escalation | Health scorecard updated after every interaction throughout CS-03 |
| Downstream | CS-04 — Post-Delivery Process | Triggered when all deliverables confirmed complete |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — 6-step ongoing engagement process, progress report template (CS-03-DOC-02) with product-type variants, upsell opportunity log, health monitoring integration. Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
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