ONYX DEV LABSTECH PRO MARKETING / DISCOVERY & PROPOSED SCOPE
Client health and expansion
The first project: clearer follow-through, healthier accounts.
Updated October 15, 2026, after the October 13 follow-up meeting and your emailed answers. Client Pulse remains the central account view. Start with onboarding, then add the other agreed workflows in stages.
Discovery revision 2 · Five active areas; group training attendance and response-time monitoring are deferred. This is a proposed scope for Cassi and Rinjo to review, not a signed agreement or approval to change production. Final pricing will reference an agreed revision and its assumptions.
What changed after your feedback
CSM means customer success manager, the person on your team responsible for the client relationship. Client Pulse is your custom app built with Lovable. We can extend it with the fields, views, and actions needed for the agreed automations.
| Workflow area | What we heard | Current scope |
|---|---|---|
| 01Onboarding & call notes | You average 5–6 new clients per month. Each follows six onboarding calls and six bootcamp calls. Fathom is now connected to Pulse, but capture of every required call still needs confirmation. Tuesday and Thursday group attendance is no longer a priority for this project. | Included · first priority Track scheduling and completion of the agreed calls in Pulse. Flag missed scheduling milestones. Turn available Fathom transcripts into account notes in GHL and Pulse, with agreed action items becoming ClickUp tasks. |
| 02Website delivery | There are usually 10–15 active website projects, including new builds, updates and revamps. Most follow a standard process. Pulse already has a pizza-style progress tracker, but it needs adjustments. | Included · reuse existing tracker Connect agreed ClickUp stages, owners and dates to the existing Pulse tracker. Show upcoming delivery dates and overdue work, with reminders to the project owner and CSM. |
| 03Response monitoring | You asked to skip this area for now. Most messages are already tracked in Slack, and you will work with the team to ensure client emails are sent through GHL. GHL and Slack are your preferred notification destinations. | Deferred · excluded from first build Keep the current team process. Do not build reply timers, missed-response escalations, automatic replies, or resolution notifications in this project. |
| 04Account health | You have about 240 clients. Current health scoring is mainly lead-based, while last-touch tracking is being added. You want lead results, client responsiveness, scheduled-call attendance and training engagement considered together, with a summary for accounts that are not green. | Included · available evidence first Use reliable evidence already available in Pulse and agreed sources to identify accounts needing attention. Show the reasons, the last meaningful contact, and a short summary for each non-green account. Use AI to help surface concerns in available call notes and agreed communications. |
| 05Renewals & upgrades | The upgrade paths are Core to Plus and Plus to Pro. Every account needs attention 90 days before renewal. Upgrade readiness is currently decided case by case. The meeting also added performance goals for three CSMs, with different targets by role. | Included · rules need agreement Create a 90-day renewal review list and flag possible upgrades using agreed evidence. Let CSMs see their goals and progress in Pulse, with leadership controlling target changes. The CSM decides whether and how to start the client conversation. |
| 06Leadership summary | You meet three times a week to discuss Core, Plus and Pro accounts. There is no existing internal report to duplicate, and one weekly leadership summary should work. Monthly client performance reports are a separate existing activity. | Included · one internal summary Create one weekly internal summary grouped by program, showing non-green accounts, onboarding gaps, delivery risks, upcoming renewals, open actions and agreed CSM goal progress. |
The first project adds call notes and action items, strengthens the existing delivery tracker, broadens account health, introduces 90-day renewal reviews and CSM goals, and creates one weekly summary. New response timers and Tuesday/Thursday attendance tracking are excluded.
Included · first priority
The team can see onboarding progress, find call notes, and follow through on work agreed with the client.
Tools involved: GHL / MSP Sites · Fathom · Client Pulse · ClickUp · Slack
What is now confirmed
You average 5–6 new clients per month. Each follows six onboarding calls and six bootcamp calls. Fathom is now connected to Pulse, but capture of every required call still needs confirmation. Tuesday and Thursday group attendance is no longer a priority for this project.
Proposed work
Track scheduling and completion of the agreed calls in Pulse. Flag missed scheduling milestones. Turn available Fathom transcripts into account notes in GHL and Pulse, with agreed action items becoming ClickUp tasks.
Keep the existing welcome process. The first-call deadline is still open; three or five days was an example on the call. Group training attendance and historical attendance recovery are deferred to your own project.
Still to confirm
- Can you and Rinjo confirm the current call checklist, scheduling deadlines, and where booked and completed calls are recorded?
- Which action items may create a ClickUp task automatically, and which should a person review first?
Deliverables and completion check
- Connect existing onboarding records, call dates and completion status to the account view; flag missing recordings or uncertain client matches for review.
- Create traceable notes from available call transcripts in GHL and Pulse. Keep source links and avoid duplicate notes or tasks when a workflow retries.
- Create ClickUp tasks under agreed ownership and routing rules. Proposed starting point: a person reviews extracted action items before task creation.
Complete when: A sample client moves through the agreed call sequence; a missed milestone is flagged; one captured call produces linked notes and an approved task without duplicates on a repeat run. Missing recordings are shown as missing, not completed calls.
Included · reuse existing tracker
The existing tracker becomes a dependable view of delivery progress, with less duplicate entry.
Tools involved: ClickUp · Client Pulse · GHL / Slack notifications
What is now confirmed
There are usually 10–15 active website projects, including new builds, updates and revamps. Most follow a standard process. Pulse already has a pizza-style progress tracker, but it needs adjustments.
Proposed work
Connect agreed ClickUp stages, owners and dates to the existing Pulse tracker. Show upcoming delivery dates and overdue work, with reminders to the project owner and CSM.
By changes to screens or actions, we mean finishing the tracker you already have, not assuming a new dashboard. Replacing ClickUp or adding a new project-management system is outside this first scope.
Still to confirm
- Can Rinjo and the delivery owner show us what still needs fixing in the existing tracker and how its stages match ClickUp?
- Can we start with ClickUp supplying project updates to Pulse, plus upcoming and overdue reminders in the agreed GHL or Slack destination?
Deliverables and completion check
- Map one agreed website-delivery process and its variants to the existing Pulse tracker; confirm project-to-client matching.
- Synchronize the agreed project fields from ClickUp and check delivery dates on a schedule so reminders do not depend on a fresh project edit.
- Add the bounded tracker adjustments needed for those fields and reminders. Final adjustments depend on a walkthrough with Rinjo.
Complete when: A representative ClickUp project updates the correct Pulse tracker; completed work is not flagged as overdue; approaching and missed dates generate the right reminder without duplicates. Changed dates and uncertain account matches are handled visibly.
Deferred · excluded from first build
The first project stays focused on the areas you want help with now.
Tools involved: Current GHL and Slack processes
What is now confirmed
You asked to skip this area for now. Most messages are already tracked in Slack, and you will work with the team to ensure client emails are sent through GHL. GHL and Slack are your preferred notification destinations.
Proposed work
Keep the current team process. Do not build reply timers, missed-response escalations, automatic replies, or resolution notifications in this project.
Account-health work may still use available last-contact and client-response evidence. That does not reinstate response-time monitoring or a new message collection system.
Deliverables and completion check
- No response-monitoring automation is included in this build. Revisit only if you decide it is needed later.
Complete when: Not applicable to this project. The existing manual process remains in place.
Included · available evidence first
The team can see why an account needs attention, even when lead numbers look healthy.
Tools involved: Client Pulse · Lead Dashboard · Fathom · Agreed communication records · GHL / Slack
What is now confirmed
You have about 240 clients. Current health scoring is mainly lead-based, while last-touch tracking is being added. You want lead results, client responsiveness, scheduled-call attendance and training engagement considered together, with a summary for accounts that are not green.
Proposed work
Use reliable evidence already available in Pulse and agreed sources to identify accounts needing attention. Show the reasons, the last meaningful contact, and a short summary for each non-green account. Use AI to help surface concerns in available call notes and agreed communications.
You described 60 days without a conversation as a red flag. We still need to define what counts as meaningful contact. Training attendance remains a desired signal, but the new attendance collector is deferred; unavailable attendance must stay unknown.
Still to confirm
- Can Rinjo confirm which health signals are reliably available now, especially last contact, scheduled-call attendance and client responsiveness?
- Can we use 60 days without meaningful contact as a proposed flag, and agree what counts as contact and how it affects the existing rating?
Deliverables and completion check
- Inventory existing health fields and reuse them; add only the agreed missing fields needed for this project.
- Provide summaries with evidence links, freshness and missing-data indicators for non-green accounts; flag a proposed concern for review when it would otherwise be hidden by a green lead score.
- Keep the CSM responsible for follow-up. AI suggests concerns; it does not make an unexplained final health decision. New green/yellow/red rules require agreement before activation.
Complete when: Representative accounts show the correct evidence and missing-data state. A test account with an agreed overdue-contact condition is flagged even if leads look healthy. The CSM can understand the reason and record the next action.
Included · rules need agreement
Renewal preparation starts on time, and CSMs have a clear view of follow-ups and their own goals.
Tools involved: Client Pulse · GHL / MSP Sites · Slack
What is now confirmed
The upgrade paths are Core to Plus and Plus to Pro. Every account needs attention 90 days before renewal. Upgrade readiness is currently decided case by case. The meeting also added performance goals for three CSMs, with different targets by role.
Proposed work
Create a 90-day renewal review list and flag possible upgrades using agreed evidence. Let CSMs see their goals and progress in Pulse, with leadership controlling target changes. The CSM decides whether and how to start the client conversation.
Creating a sales opportunity means opening a deal record and tracking its stage in GHL. Your response did not request that, so automatic deal creation, outreach and revenue forecasting are excluded from the initial proposal.
Still to confirm
- Where is each renewal date recorded, and can Rinjo confirm those dates and account owners are reliable?
- Which readiness checks and CSM goals should be included first, and which existing records prove progress toward each goal?
Deliverables and completion check
- Create a renewal-review queue at 90 days, including accounts already inside that window when the workflow launches; avoid duplicate reminders.
- Document a simple agreed readiness checklist for the two upgrade paths. Show supporting reasons and unresolved service concerns.
- Add a bounded CSM goal view for three roles: leadership edits targets, CSMs view their own goals, and progress is calculated from agreed records. A broader employee performance system is not included.
Complete when: Test accounts at the renewal boundary and inside the window appear once under the correct owner. Unknown renewal dates are flagged. Approved goals calculate correctly, and CSMs cannot edit leadership-controlled targets.
Included · one internal summary
Leadership can prepare for the account reviews from one consistent summary.
Tools involved: Client Pulse · Agreed source records · GHL / Slack
What is now confirmed
You meet three times a week to discuss Core, Plus and Pro accounts. There is no existing internal report to duplicate, and one weekly leadership summary should work. Monthly client performance reports are a separate existing activity.
Proposed work
Create one weekly internal summary grouped by program, showing non-green accounts, onboarding gaps, delivery risks, upcoming renewals, open actions and agreed CSM goal progress.
A sample monthly client report may help explain available performance data, but rebuilding or automatically sending those client reports is outside this project.
Still to confirm
- Who should receive the weekly summary, and which day and GHL or Slack destination works best?
- Can you confirm these proposed sections and who may see CSM goal information?
Deliverables and completion check
- Agree one summary layout and produce it weekly from the approved data sources.
- Link issues back to the account, owner and next action, and make missing or stale inputs visible.
- Include program grouping and only the CSM information the audience is permitted to see; avoid creating three separate report systems.
Complete when: A sample weekly summary reconciles to selected Pulse accounts, separates the three programs, respects the agreed audience and is delivered once on the agreed schedule. Missing inputs remain visible.
How we will deliver this
Start with a walkthrough and safe setup. Rinjo shows ONYX the existing Pulse fields, tracker, Fathom connection and data sources. ONYX verifies access, backs up the application and database, and prepares a separate development environment. Existing working features are reused.
Build and review in stages. Onboarding and call follow-through come first. Delivery, health and renewal features follow, with the weekly summary bringing them together. Cassi and Rinjo test each stage before an approved production release, with a rollback plan.
Check the whole process. Demonstrate correct client matching, no duplicate notes, tasks or reminders, visible failures and missing data, appropriate access, and a recovery test. Provide operating notes and a handover.
Responsibilities and boundaries
- TPM supplies access, sample records, current process rules, renewal dates and acceptance feedback. Cassi owns business decisions; Rinjo coordinates the Pulse walkthrough and existing functionality.
- ONYX builds the agreed integrations and bounded Pulse changes, monitors failures, documents the workflows, and prepares releases. Existing systems remain authoritative until a specific change is agreed.
- Moving development outside Lovable was discussed. First verify the code, database, authentication, hosting and integrations can operate independently. A larger migration is separately scoped if needed; no subscription is cancelled as part of this report.
- Excluded: group-training attendance collection/backfill, response-time monitoring, automatic client outreach, automatic sales-deal creation, monthly client report delivery, replacing ClickUp, a full Pulse redesign, and the other departmental projects.
- Ongoing support is intended to cover the delivered workflows, fixes and minor adjustments. New departmental projects, major features and substantial integrations receive separate scope and pricing. Commercial terms are agreed separately.