Client operations · Live demo
Change request intake for project clients
Captures client requests to change a project's scope, checks them against the agreed statement of work and logs a change request for the engagement manager to price.
Talk to Ivy at Pellbridge Consulting
Pellbridge Consulting is made up. Ivy is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
Clients ask for extra work in meetings, emails and corridor conversations. Some of it gets done without being agreed and the rest is forgotten, so the fee and the scope drift apart and both sides end up frustrated.
How it works
- Takes change requests by email or chat from named client contacts
- Checks the request against the agreed scope in the statement of work
- Asks what the change covers and when it is needed
- Logs a numbered change request and sends it to the engagement manager with a summary
- Explains the process: impact on timing and fees within three working days, and work stays on the current scope until the change is signed
What it connects to
- ClientHi Ivy, it's Alan at Norhaven. We'd like the warehouse review to include our new Dongguan site as well. Can the team just add it?
- AgentHi Alan, thanks. The agreed scope covers your four warehouses in Hong Kong and Shenzhen, so adding Dongguan is a change request. Would it be the same review of costs, space use and service levels?
- ClientSame review. Ideally in the final report, four weeks from now.
- AgentNoted. I've logged it as change request CR-0317 and sent it to Ryan Cheng, your engagement manager. He'll send you the impact on timing and fees within three working days, and the team keeps to the current scope until you've both signed the change.
- ClientCan't you just tell me roughly what it costs?
- AgentI'd rather not guess, since it depends on the site visits. Ryan will have a firm figure for you, and I've flagged your four week deadline so he looks at that first.
Illustrative conversation. Names, numbers and details are made up.
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