Owner: Hamza Tasneem — Head of Development
Contributors: Zimal Aziz (Delivery Support Specialist — primary updater) ·
Andrew Herbert (Red escalation authority)
Department: D3 — Client Support
Entity: REMAP.ai
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: June 2026 | Classification: Confidential
What this workflow does: Runs continuously alongside CS-03 (Ongoing Client
Engagement). Zimal updates the client health scorecard after every client interaction,
flags Amber signals to the Head of Delivery, and escalates Red signals to Andrew
immediately. The RAG (Red, Amber, Green) model gives leadership a live view of every
client relationship without needing to read every email.
What triggers it: CS-02 complete — runs continuously from kickoff through to
CS-04 (Post-Delivery) and CS-06 (Offboarding). Updated after every client interaction.
What it produces: An up-to-date RAG scorecard for every active client at all
times + a logged escalation plan for every Amber and Red client + Andrew engaged on
every Red signal immediately.
Why it matters: Problems in client relationships rarely appear suddenly — they
build over weeks of small signals. A consistent health monitoring process catches
Amber signals before they become Red, and Red signals before they become churns,
complaints, or reputational damage.
⚠️ Andrew Involved — Andrew must be notified immediately on every Red health
signal regardless of the time or day. He leads all Red escalation responses. Zimal
coordinates communication but does not make unilateral decisions on Red clients.
| Status | Colour | What it means | Who acts |
|---|---|---|---|
| Green | 🟢 | Engagement is on track. Client is responsive, satisfied, and delivery is progressing per plan. | Zimal continues standard CS-03 cadence |
| Amber | 🟡 | Early warning signals present. Risk of dissatisfaction, delay, or disengagement if not addressed. | Zimal flags to HoD same business day. HoD assesses and decides action. |
| Red | 🔴 | Active problem. Client is dissatisfied, disengaged, or the engagement is at serious risk. Immediate intervention required. | Zimal notifies Andrew immediately. Andrew leads the response. |
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Updates the health scorecard after every client interaction; identifies and flags Amber signals to HoD same business day; notifies Andrew immediately on Red signals; coordinates all escalation communication | No |
| Hamza — Head of Development | D4 Delivery | Primary owner of CS-05. Receives all Amber flags from Zimal. Assesses whether to intervene in delivery, adjust the approach, or escalate further. Manages CS-05-DOC-02 (Escalation Plan). | No |
| Andrew Herbert — CEO | Strategic | Notified immediately on every Red signal. Leads all Red escalation responses. No Red escalation happens without his involvement. | Yes |
| PM — Project Manager | D4 Delivery | Provides delivery data that feeds the health assessment — milestone status, hours consumed, blockers | No |
The health score is assessed across five categories. Zimal evaluates each after every
interaction and updates CS-05-DOC-01 accordingly.
| Signal | Green | Amber | Red |
|---|---|---|---|
| Milestone progress | On track — all milestones met or ahead | 1 milestone delayed with low client impact | Multiple milestones delayed or significant client impact |
| Blocker resolution | Blockers resolved promptly | Blocker unresolved >3 days | Blocker unresolved >7 days or blocking client operations |
| Hours / budget | Within agreed capacity | Approaching limit — within 10% | At or over limit with no agreed extension |
| Signal | Green | Amber | Red |
|---|---|---|---|
| Response time | Responds within 1 business day | Responds within 2–3 days | No response for >3 business days |
| Meeting attendance | Attends all scheduled calls | Missed 1 call — rescheduled | Missed multiple calls or unresponsive to reschedule |
| Action item completion | Completes client-side actions on time | Delayed but engaged | Consistently missing actions with no explanation |
| Signal | Green | Amber | Red |
|---|---|---|---|
| Tone of communication | Positive and engaged | Neutral or slightly impatient | Frustrated, critical, or escalating language |
| Scope changes | No changes or minor agreed changes | Multiple minor changes | Significant scope disputes or refusal to confirm scope |
| Feedback | Positive or constructive | No feedback — passive | Negative feedback or formal complaint |
| Signal | Green | Amber | Red |
|---|---|---|---|
| Payment behaviour | Pays on time | Payment 1–7 days late | Payment >7 days late or disputed |
| Renewal signals | Positive signals — mentions future work | Neutral — no mention of renewal | Negative — mentions cancellation or alternatives |
| Contract compliance | Fully compliant | Minor deviation | Breach or formal dispute |
| Signal | Green | Amber | Red |
|---|---|---|---|
| Stakeholder access | Full access to decision-makers | Losing access to decision-makers | Decision-maker disengaged or replaced |
| Internal champion | Champion actively engaged | Champion losing influence | Champion left the business or turned against the project |
| Referral signals | Mentioned referring REMAP.ai | No mention | Warned others against REMAP.ai |
Step 1 — Update Health Scorecard After Every Interaction
Step 2 — Green Status — Continue Standard Cadence
Step 3 — Amber Signal — Flag to Head of Delivery
Step 4 — Red Signal — Escalate to Andrew Immediately
Step 5 — Escalation Plan (CS-05-DOC-02)
Step 6 — Return to Green
When to open: Every Amber or Red client. Every entry must have an owner and
a resolution target.
Client Escalation Plan
| Field | Detail |
|---|---|
| Client name | |
| Date escalation opened | |
| Current RAG status | Amber / Red |
| Escalation owner | Hamza (Amber) · Andrew (Red) |
| Communication owner | Zimal |
Health signals that triggered escalation
Root cause assessment
Agreed response actions
| Action | Owner | Due date | Status |
|---|---|---|---|
| [Action 1] | Zimal / Hamza / Andrew | [Date] | Open |
| [Action 2] | Zimal / Hamza / Andrew | [Date] | Open |
Client communication plan
Resolution target
Outcome
| Tool | How it's used | Agent-ready |
|---|---|---|
| CS-05-DOC-01 | Client Health Scorecard — RAG status per client, updated after every interaction | Yes — API + MCP |
| CS-05-DOC-02 | Client Escalation Plan — opened for every Amber and Red client | Yes — API + MCP |
| Discord | Zimal flags Amber to Hamza; Zimal notifies Andrew of Red; escalation coordination | Yes — API |
| Urgent Red signal notification to Andrew when immediate response is needed | No — manual | |
| Gmail | Client-facing communication during escalation (directed by Andrew or Hamza) | Yes — API + MCP |
| Google Meet / Zoom | Escalation calls with client (Amber or Red situations) | Yes — API |
Decision: What is the RAG status after this interaction?
| Assessment | Status | Action |
|---|---|---|
| All signals positive or neutral | Green | Continue CS-03 — no escalation |
| One or more Amber signals from any category | Amber | Flag to HoD same business day |
| Any Red signal from any category | Red | Notify Andrew immediately |
| Amber escalating despite HoD intervention | Red | Notify Andrew immediately |
Decision: Root cause of escalation
| Root cause | Primary owner of resolution |
|---|---|
| Delivery issue | Hamza (HoD) + PM |
| Communication / expectation issue | Zimal + Hamza |
| Scope issue | Hamza + BA |
| Commercial issue | Andrew + Habibah (Accounts) |
| External factor | Andrew assesses |
| Scenario | How to handle | Escalation |
|---|---|---|
| Andrew does not respond to Red notification within 1 hour | Zimal escalates via WhatsApp if Discord message unread. Zimal does not act unilaterally. | Andrew — no substitutes for Red |
| Hamza unavailable when Amber flag is raised | Zimal notifies Andrew directly and treats as potential Red until Hamza is reachable | Andrew notified |
| Client moves from Red back to Amber but not yet Green | Keep CS-05-DOC-02 open. Hamza confirms when genuinely back to Amber. Andrew remains informed. | HoD maintains oversight |
| Multiple clients simultaneously in Amber or Red | Each is tracked separately in CS-05-DOC-01 and CS-05-DOC-02. Andrew and Hamza prioritise by severity. | Andrew — triage decision |
| Client complains publicly (social media, review) | Immediately flag as Red regardless of current scorecard status. Notify Andrew and Shahzaib simultaneously. | CS-04 Detractor path + MKT-04 Crisis Communications |
| Health signal is ambiguous — unclear if Amber or Green | Err on the side of Amber. Better to flag a false Amber than miss a real one. | Hamza makes the final call |
| Metric | Type | Target |
|---|---|---|
| Scorecard updated after every client interaction | Process | 100% |
| Amber signals flagged to HoD within same business day | Process | 100% |
| Red signals escalated to Andrew immediately | Process | 100% — no delay |
| Escalation plan (CS-05-DOC-02) opened within 24h of Amber or Red | Process | 100% |
| Return to Green documented in CS-05-DOC-02 with outcome | Process | 100% |
| No Red client unresolved beyond 5 business days without Andrew review | Leading | 100% |
| # | Item | Owner |
|---|---|---|
| 1 | No formal SLA agreed for how quickly HoD must respond to an Amber flag from Zimal | HoD + Andrew |
| 2 | No named backup if Zimal is unavailable to monitor and update the scorecard | HoD to confirm |
| Direction | Workflow | What flows |
|---|---|---|
| Parallel | CS-03 — Ongoing Client Engagement | Every CS-03 interaction triggers a scorecard update in CS-05 |
| Parallel | CS-04 — Post-Delivery Process | NPS Detractor (0–6) logged in CS-05-DOC-02 as a Red escalation |
| Downstream | CS-06 — Client Offboarding & Termination | Red signals that result in REMAP-initiated termination flow into CS-06 Variant C |
| Downstream | MKT-04 — Crisis Communications | Red signals involving public complaints trigger CS-05 + MKT-04 simultaneously |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — RAG status definitions, 5-category health signal matrix (delivery, engagement, satisfaction, commercial, relationship), 6-step escalation process, escalation plan template (CS-05-DOC-02). Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
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