The Milestones matrix below accounts for every customer context with the markets and packages on the left-side column and the preferred features/add-ons on the top row. Texts in red indicate customer outcomes while texts in green highlight action points from the onboarding team.
The matrix is used by matching the market and package together with the features that the customer has indicated they will use (column headers in yellow) and the add-ons that the customer has availed or is part of their package (column headers in purple). The non-negotiable milestones and package milestones are immediately aligned with the package that the customer is on.
Example: A UK customer has a premium package that wishes to use in-app payments and has availed sidekick add-on. The go live rubrics would be:
- Non-negotiable milestones
- Signed Famly offer!
- Basic (Universal) setup completed
- Staff invited
- Children Added
- Package-specific milestones
- Observation sent
- Daily status logging Parents invited*
- Custom staff roles covered
- Safeguarding features covered
- Using in-app payments
- Verified payments
- Sidekick milestone
- Sidekick covered
The lists uncovered above should appear as a checklist in hubspot. Completion of the list will be the documented criteria before sending a customer live.
To access the full table, click here.
Description of milestones
To access the full table, click here.