Today
Customer HRIS feeds drop flat files via SFTP. A validator ingests on the happy path; on anomalous deltas it blocks ingestion and files a Jira ticket. Tech ops investigates, then CSMs explain the fix to the customer in plain language. The handoff chain runs weeks to months — and Q4 compounds it ahead of Jan 1 launches.
How the workflow helps
Tray can shrink the tech-ops → CSM → customer chain by drafting the plain-language explanation of what's wrong with the file, routing it to the right CSM, tracking re-submissions, and clearing the queue before Q4 compounds it.
Value inputs to capture
- How many eligibility files arrive per month, and how many fail validation?
- How many tech-ops, CSM, and customer hours does a typical exception consume end-to-end?
- What is the revenue impact of a customer missing a Jan 1 launch?
Add volume, time saved, and loaded cost to create a draft estimate. Until then, no impact number is shown.