## Problem Support receives frequent tickets from customers locked out of their billing accounts when the primary contact (sold_to/bill_to) is unavailable due to vacation, job changes, or lack of GitLab involvement. Customers cannot access license keys, update payment methods, or manage subscriptions, leading to frustration, escalations to Sales/CS, and significant support team time investment per ticket. ## Solution Opportunity While GitLab already provides [self-service billing account manager functionality](https://gitlab.com/groups/gitlab-org/-/epics/10495) allowing customers to invite additional users with full billing access, adoption is low because customers are unaware of this capability or don't understand its importance until they face an access issue. By proactively encouraging customers to add secondary billing managers before problems occur, we can leverage [existing functionality](https://gitlab.com/groups/gitlab-org/-/epics/10495) to dramatically reduce support ticket volume. ## Success metrics This is still in draft. See https://gitlab.com/gitlab-org/fulfillment/meta/-/issues/1073#note_2626770234. 1. **Support ticket volume reduction** * **Baseline**: Current weekly volume of access-related support tickets * **Target**: TBD % reduction in tickets categorized as access-related (primary contact is unavailable) * **Measurement**: Weekly ticket count tracking with specific categorization 2. **Billing account manager adoption rate** * **Baseline**: % of billing accounts with only 1 billing manager * **Target**: TBD % of accounts have 2+ billing managers (with active subscription and seat quantity \> 1) * **Measurement**: Monthly snapshot of billing manager counts per account * :bar_chart: [**Dashboard**](https://10az.online.tableau.com/#/site/gitlab/views/FulfillmentSubscriptionManagementInvitebillingaccountmanager/AccountManagerAdoptionmetrics?:iid=1) 3. **Customer self-service success rate** * **Baseline**: % of billing account managers added without support intervention * **Target**: TBD % of billing account managers added self-service * **Measurement**: Ratio of successful self-service vs. support ## Phases & iterations This is still in draft. 1. Phase 0: Instrumentation and dashboard to track success metrics. 2. Phase 1: Prompts in the emails sent from the Customers Portal. 1. "Welcome to the Customers Portal" email 2. Post-purchase emails 3. Auto-Renewal email 4. QSR emails 3. Phase 2: Prompts in the Customers Portal and gitlab.com UI. 1. GL in-app targeted banners with https://gitlab.com/groups/gitlab-org/-/epics/16370+. 2. Alert after signing in to Customers Portal. 4. Phase 3: \[Advanced\] create BA managers for .com group Owners. 1. Either automatically or establish a clear request/accept process. 2. This will help enforce all purchases for the same .com group under one billing account, increasing transparency for the customer. --- **Support Priority Score:** (-, -, -, -, -, -, -, -, -, -, -) =\> 16