1–31 August
1,284
tasks closed
2.4d
cycle time
37
reopened
Where the time went
Customer escalations took 412 tasks, release preparation 268, internal requests 191.
Tip of the month
Reopened tasks usually mean the definition of done is unwritten.
A two-line checklist halves reopen rates within a quarter.
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Lattice, Inc. · 535 Mission St · San Francisco CA 94105
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SaaS Win-back & Re-engagement
Re-engagement · SaaS
Four things shipped this month
Better communication for every team
Shared inboxes mean a question asked once is answered once — no more three people drafting the same reply.
Simplify hiring
Outreach in one thread
Boost onboarding
Week one, prepared
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SaaS · Feature Announcement
Announcements · SaaS
Two shipped, one in build, one parked
2
shipped
1
in build
1
parked
Where the quarter went
We under-estimated the migration behind the new permissions model by about six weeks. That’s why bulk export slipped — not a change of mind about whether it matters.
Bulk export
In build
Scheduled reports
Shipped
SAML on Standard
Parked
Mobile app
Not planned
SAML is parked, not cancelled — it needs the permissions work to settle first.
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SaaS · Roadmap Update
Newsletter · SaaS