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Request For Change in One World GTM

This article will guide you through what a Request For Change (RFC) is, when and why it is used and how it progresses. 

Contents:

  1. What is the Request For Change (RFC)?
  2. RFC vs Other Requests
  3. When and How Can an RFC be Raised?
  4. What Happens When an RFC is Rejected?
  5. Why are RFCs Important?

 

1. What is the Request for Change (RFC)?

A Request for Change (RFC) is a formal proposal submitted by an active One World customer to change or improve something within the platform. This could involve:

  • Improving a service or feature
  • Fix or improve platform functionality
  • Adding a new feature
  • Alter a process or product

To be approved, an RFC must:

  • Align with One World’s platform principles and functionality

  • Deliver cost efficiency for the business

  • Effectively support the customer’s needs

 

2. RFC vs Other Requests

An RFC is not a customer complaint or a general support ticket. Instead, it is a formal proposal to update or enhance a service or process.

RFCs differ from typical support issues in that they require evaluation, prioritisation, and a structured review. It refers to an existing baseline that needs to be changed. 

 

3. When and How Can an RFC Be Raised?

RFCs can be raised at any time, provided:

  • The customer is active on the One World platform

  • There’s an identified need for the change

RFCs can be initiated during:

  • Discovery phase

  • Implementation phase

  • Run phase

There is no limit to how many RFCs a customer can submit as long as they're an active customer. 

Phase

Managed by?

What happens here?

How is the RFC Raised?

Discovery Phase

 Customer Engagement Manager
  • Customers are exploring solutions and aligning their needs with One World’s capabilities.
  • Processes, objectives, and success criteria are being defined.
 Raised directly to Customer Engagement Manager

Implementation Phase

 Customer Support Team
  • The One World platform is being configured and rolled out.

  • Teams are working through setup, data migration, integration, and user training.

 Customer Support Form 

Run Phase

 Customer Support Team
  • The customer is now live and actively using One World platform.

  • Ongoing support, optimisation, and business evolution become the focus.

 Customer Support Form 

Consideration Phase

 Customer Engagement Manager
  • One World reviews the impact, urgency, feasibility, risk, value, dependencies, effort and cost.
 Raised directly to Customer Engagement Manager

Build Phase

Project Manager
  •  The RFC is scoped, built, tested, and deployed. In some cases, it may become a new feature.

Raised directly to PM and documented in HubSpot

After a customer chooses to continue with the request, they have 2 options:

  1. Commit to one of the available options as it is
  2. Provide further changes to the request

If further changes are requested, the RFC will go back to the Consideration Stage, and the cycle begins again. If a customer chooses to cancel, the RFC will be closed and no further work will be done

 

4. What Happens When an RFC is Rejected?

Not every RFC will move into the build phase. Once submitted, each request is reviewed to determine if it aligns with our platform principles and functionality, delivers cost efficiency, and supports the customer's needs. If these factors are not met, the RFC might be deferred, rejected, worked around or support guided. 

 

5. Why are RFCs Important?

RFCs help One World:

  • Deliver long-term value to customers
  • Meet growing and changing customer needs
  • Manage platform changes efficiently
  • Prioritise features based on business impact 

 


 

 

 

 

 

 

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