<aside> ℹ️ The following involves how I facilitated routine communication at Flywire for a high-visibility product, Integrated Financing. It should provide a slice-of-life look at my voice and writing style. Apologies, one is formatted as an image and the other is a copy/paste.

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Glossary of company-specifics:

• CSH: Lead customer, first customer adopting Integrated Financing
• Emily: Point-of-contact at our lead customer
• Owen: Lead Implementer for Integrated Financing, who was over exerted in the role at the time
• Charge-Level Posting/Billing: a feature Flywire was asked to pursue in our application due to a limitation of a different, less flexible vendor.
• HSUP Tickets: These are the support tickets that Development was behind on. This was impacting the velocity of the team in a significant way.

Update 1

Weekly summary from the ongoing efforts with Engineering/Product around CSH Financing

The short of it:

• Owen is (mostly) automated! 🤖
• Engineering is closing more HSUP tickets than have been opened, but there's still a ways to go
• We're looking through what it will take to pivot towards Charge-Level Billing work
• Posting issues are slowing down, with one issue identified by our development team before customer detection.

The long of it:

• Operation Automating Owen
  • We released FWH-2547 and Owen has started his QA on the report to verify he can stop sending CSH daily reports
  • We also identified a need in the Payments Detail report (FWH-2584) that we are putting as a high priority in the next sprint to handle.
• Engineering HSUP Operation
  • It's very clear that throwing people at the problem is highly effective. We are closing more HSUP tickets than can be opened, and the extra focus has been helpful
  • However, due to the significant backlog we are up against, we will likely be continuing to add more resources towards HSUP tickets in the next sprint (5/27-6/8)
• Charge-Level Billing
  • It became super clear that we should do Charge-level billing last Friday, where Epic made the argument that nothing goes to the undistributed queue if payments are applied at a charge level.
  • We wrote a Build Doc, and have it submitted for the Product Council review to get alignment here.
  • We are also sending some slides to CSH displaying the high-level timelines (it's looking like early November for first customer to use charge-level billing)
  • Our timelines are based in the fact that we would start development work on June 10 (so not the sprint that starts next week, but the one after that) - this allows us some time to write stories and get the requirements ready.

As always, I'm keeping track of metrics and data in my Product Management In Progress page (ED NOTE: This linked to a page in the Internal Flywire Confluence). Let me know if you have any questions.