Customer Feedback Log¶
This document tracks customer feedback and how it shapes product decisions.
Primary Beta Customer — December 2025¶
Session: MVP Pivot Discussion¶
Date: 23 December 2025
Attendees: Customer Stakeholders, Pebble Team
Key Decisions¶
| Decision | Impact |
|---|---|
| DMS is parked | Deduplication MVP on hold; revisit later |
| Priority shift to Email Orchestration | New MVP focus on Email Classification & Task Orchestration |
| CRM evaluation in progress | CRM choice under evaluation (not MS Dynamics) |
| ERP is dual-system | Focus RT (current) + Business Central (implementing) |
| Multi-entity structure | 3 legal entities with separate GSTs and databases |
Customer Context: Primary Beta Customer¶
| Attribute | Detail |
|---|---|
| Business Type | Chemical distribution/manufacturing |
| Entities | 3 legal entities with separate GSTs |
| CRM Status | Evaluating CRM options |
| ERP (Current) | Focus RT |
| ERP (Future) | Microsoft Business Central (implementation in progress) |
| Database Setup | Separate databases per entity |
Feedback Summary¶
[!IMPORTANT] Core Need: Automate email triage and create tasks in CRM/ERP based on email classification.
What the Customer Needs¶
- Email Aggregation — Single inbox monitoring across sales, dispatch, and support mailboxes
- AI Classification — Automatically route emails to CRM (sales enquiries) or ERP (dispatch, orders)
- CRM Integration — Create/update leads in CRM from classified emails
- ERP Integration — Create dispatch reminders and order follow-ups in Focus RT / Business Central
- Task Tracking — Assign task IDs to emails for tracking and escalation
What the Customer Does NOT Need (Now)¶
- Document deduplication
- OCR/scanning workflows
- AI assistants or chatbots
- Contract analysis
Resulting Changes¶
| Document | Change |
|---|---|
| Product Delivery Roadmap | Email Orchestration & Visual Kanban prioritized as Phase 1 (POC) |
| DMS MVP | Parked — original deduplication scope preserved for future (Archive-DMS) |
Action Items¶
- Finalize CRM choice — pending customer decision
- Confirm ERP API access for Focus RT
- Business Central API connectivity assessment
- Document multi-entity database mapping