How we support Custom Feature Development & Prioritized Roadmap Enhancements
At Baseline, we’re proud that our platform delivers measurable value to over 100 municipalities and organizations across North America.
Occasionally, when our very satisfied customers come to us with ideas to unlock even more value, we’re here to make sure their vision turns into reality as efficiently as possible, whether through custom user interfaces, specialized capabilities, or new integration points with third-party systems.
This document outlines the structured steps we follow to evaluate, scope, approve, and deliver those enhancements.
These steps are governed by our Professional Services Agreement (PSA).
Our valued customers are always welcome to contact their Account Executive or Customer Success Manager to begin this process.
Let’s co-create something that delivers even more impact for your operations.
Here are the steps:
1. Scoping Meeting
A collaborative meeting between the customer and Baseline’s Technical Sales team to clarify the need, goal, and expected outcome of the requested feature.
- Who: Client + Baseline Technical Sales
- What: 30–60 minute meeting
- When: 3 business days
2. FRD v1 Created (Functional Requirements Document)
Our team drafts the first version of the Functional Requirements Document outlining the feature, scope, assumptions, and success criteria.
- Who: Baseline Technical Sales
- What: 3–5 business days to create internally
- When: 1 business day after internal review
3. FRD v1 Sent to Client
The first draft of the FRD is sent to the client for review.
- Who: Baseline Technical Sales
- What: Send the FRD to Client immediately upon completion
- When: Client to schedule review meeting within 5 business days
4. FRD Client Review Meeting
A joint session to review the FRD together, ensure accuracy, and clarify any missing context.
- Who: Client + Baseline Technical Sales
- What: Plan and execute a 60 minute review call
- When: 2–3 business days after scheduled
5. Internal Dev Review of FRD v1
Our Development Team reviews the FRD for feasibility, technical complexity, and estimate validation.
- Who: Baseline Dev Team
- What: Internal review
- When: Lasting no more than 3–5 business days
6. FRD v2 Client Approved
A refined version of the FRD (v2) is presented for final client approval.
- Who: Client + Baseline Technical Sales
- What: Customer reviews and approves in no more than 1–2 days
- When: Upon written or verbal sign-off
7. Statement of Work (SOW) v1 Created
Our team prepares the formal Statement of Work (SOW) with deliverables, pricing, and timelines.
- Who: Baseline Technical Sales
- What: Create formal SOW with pricing, timelines and other required commitments
- When: In no more than 3–5 business days
8. Dev Review of SOW v1
Baseline’s Dev Team confirms technical viability and alignment with internal priorities.
- Who: Baseline Dev Team
- What: Technical confirmation of the SOW from dev team
- When: 2–3 business days
9. SOW & Quote v1 Sent to Client
SOW and initial pricing are shared with the client for review.
- Who: Baseline Technical Sales
- What: Send formal SOW to client for their review
- When: As soon as ready, plus 3–5 business days for feedback
10. Quote & SOW Clarifications (v2, v3…)
Iterative clarification or adjustments to SOW and pricing as needed.
- Who: Client + Baseline Technical Sales
- What: Create new versions as required with customer feedback
- When: Each version reviewed within 3 business days
11. Final Approval of SOW & Quote
Client signs off on the final version of the scope and quote.
- Who: Client + Baseline Sales
- What: Immediate upon agreement
- When: 1 business day
12. Development Backlog Planned
The approved feature is prioritized and scheduled within the development backlog.
- Who: Baseline Dev Team
- What: 2–5 business days
- When: Feature enters the next available sprint or cycle
13. Feature in Development
Feature is actively developed per the agreed-upon scope and timeline.
- Who: Baseline Dev Team
- What: Varies by scope, as per the timelines in the SOW
- When: Monitored by Customer Success, Product, DevOps and AE
14. Feature User Guide Documentation
Internal documentation is finalized and support materials are prepared for your team.
- Who: Baseline Customer Success Team
- What: Online knowledge base articles are published, chat support updated, video’s added as required
- When: 2-3 days before feature delivery
15. Feature Delivered
Feature is released and made available within your live environment.
- Who: Baseline Product Team
- What: Same-day deployment or as scheduled
- When: Handoff to Customer Success
16. Training & Feature Operational
Your team receives training, walkthroughs, and support to start using the new feature.
- Who: Baseline Customer Success Team + Client
- What: 1–2 online training sessions
- When: Based on customer availability
Ready to Start?
If you’re ready to explore a feature enhancement, contact your Customer Success Manager or Account Executive.
We’ll be happy to begin the process by scheduling a scoping call.