Case Study

Use the data set attached for the following exercise.

Role ContextAs a Data Ops Lead, you will be responsible for planning and executing large-scalemigrations of Otter Customers (Restaurants) from legacy to 2.0 systems.

Case ContextYou are presented with a list of Customer Success Associates (CSA) and theCustomers they manage.

You will be asked to analyze this data and write up a process to schedule them formigration and keep stakeholders informed.

Part 1: ProcessDesign an end-to-end process flow that includes

1. Analyzing the customer data and their product usage2. Scheduling optimal customer migration waves3. Identifying stakeholders4. Keep stakeholders informed of roadmap and progress5. Allow stakeholders to submit escalation requests6. Quality control: Measure success of each migration and identify failures &

solutions7. Rollback plan in case of emergency

This should be documented in SOP format and easily understood by non-technicalpersons.

To be actioned by: Yourself and your teammates

To be visible to: Stakeholders can reference to quickly comprehend which step yourteam is currently working on and how to opt in as a new stakeholder if they aremissed.

Part 2: Metrics & DefinitionsA) Definemetric: Customer has churnedB) Definemetric: Customer is inactiveC) Inject a newData Source: Escalated Stores. Create a separate

spreadsheet that accepts requests from Stakeholders to prioritizespecific Customers for migration and their reason for the request. Fill inwith any 10 location ids from the data set provided. Incorporate intoyour master sheet.

D) Define a health score for each location based on the data set provided.Explain the logic of how you defined the score and how customersuccess teams would use the score. Please present your logic andapproach in 1 or 2 slides. This score would be a factor in your priorityscore (next) AND provide a metric for quality controls post-migration.

E) Define a priority score for each location based on the data setprovided and the health score above. Assume that migrating acustomer to API 2.0 will help reduce failure rates such as Missed Orders.This score would feed into your migration scheduling.

Part 3: Migration SchedulesToday = January 15, 2022

A) Determine cohorts of customers to migrate based on your metricsabove. How would you schedule these groups?

B) Implement QC Tracking. Migration success/failure granular to locationC) Forecasting. Implement a tool that accepts a given success rate and

outputs a visual graph with migration dates through full migration

Part 4: DashboardingBuild an interactive dashboard in Google Sheets to be used as input to calculatemigration cohorts.

The dashboard should have the following:○ Ability to filter based on different criteria. You decide which criteria

would be most relevant. Must include at least:■ By migration target date (i.e. show all locations scheduled prior

to an input date, you would calculate this in part 3)○ Ability to sort by priority○ Ability to quickly find a specific Customer or Location

Part 5: StakeholderManagementCommon stakeholder concerns:

● How do I find out when my customers are scheduled?● My customer was scheduled for last week, but I don’t see themmarked as

“migrated” – what happened?● Why were Joe’s customers scheduled ahead of mine?● How can I request escalation for a specific customer?● Some of my locations have been marked as ineligible for migration. Where

can I follow the Product roadmap to find out when these locations will becomeeligible?

● Stakeholder A is communicating a different message to their customers thanStakeholder B. This has caused a BizDev maelstrom with our Online DeliveryPartners (joint customers with Otter).

● My customers keep getting punted each week without explanation● I didn’t receive your email / Slack announcement / etc. I had no idea my

customers were being “migrated”.I don’t even know what “migration” means.Drop everything and deal with me now, I am angry.

Propose a stakeholder map, communication plan and governance model to ensureeffective communication between internal and external stakeholders. This should bebuilt to avoid lost information/efficiencies.