Customer success plan
Customer: A 20-person agency
Period: October–November 2026

Customer contact: Finance lead
Our contact: Onboarding lead
Last reviewed: 15 October 2026
Next review: 29 October 2026, 10:00 UTC

Customer outcome
Cut the time spent preparing invoices each week and send invoices while the work is still fresh. The finance team currently rebuilds each invoice from project notes and spreadsheets.

Success measures

Weekly invoice preparation
Starting point: 6 hours
Latest result: 4.5 hours
Target: 2 hours
By: 30 Nov

Work invoiced within 7 days
Starting point: 65%
Latest result: 78%
Target: 95%
By: 30 Nov

Source: the finance lead’s weekly time log and invoice records. Baseline: four weeks ending 25 September. Latest: week ending 9 October, with similar invoice volume.

Actions and milestones

Import the records and check the totals
Owner: Onboarding lead
Due: 7 Oct
Progress: Done

Prepare the first invoice batch together
Owner: Finance lead
Due: 9 Oct
Progress: Done

Add billing codes to the two unbilled jobs
Owner: Finance lead
Due: 19 Oct
Progress: In progress

Run the next invoice batch without support
Owner: Finance lead
Due: 23 Oct
Progress: Not started

Current blocker
Two completed jobs have no billing code, so they cannot be invoiced. The finance lead will confirm the codes with the project owners by 19 October.

Review notes
15 October: preparation time fell to 4.5 hours. We agreed to fix the missing billing codes and run the next batch without support. Compare the new time log and invoicing rate on 29 October.

Check-in schedule
Both leads will meet every other Thursday for 20 minutes. The finance lead will email the latest figures beforehand; urgent blockers go in the same email thread as they arise.