# 3PM PRD Inputs — Client Journey & Persona Insights

This replaces the earlier VOC visual with the consolidated 3PM journey/persona insight page supplied from `3PM_Journey_Persona_Insights.html`.

## Answer-first insight

**Half the journey happens after the signature.** PRC's lease journey is the 3PM backbone. The post-sale half, where retention is decided, has the most client pain and the fewest operational touchpoints. That is where 3PM's fleet data changes the experience.

## Key facts

| Fact | Count |
|---|---:|
| Touchpoints across 9 stages | 70 |
| Touchpoints after contract | 35 |
| Touchpoints carrying explicit persona pain | 18 |
| Post-sale pain touchpoints | 14 |
| Operational touchpoints in Relationship Management | 0 |

## Six truths for 3PM

1. **Billing accuracy is the shared trust-breaker.**
2. **Proof has to be in each person's language.**
3. **Tell me before it breaks.**
4. **The middle layer sells for us, if we arm them.**
5. **The paper trail is part of the product.**
6. **The floor decides the renewal.**

## Seven PRD requirements

| ID | Requirement | Stage | Proof metric |
|---|---|---|---|
| R1 | Pre-send invoice validation | Service delivery / Billing | First-time invoice–PO match rate |
| R2 | Persona-layered SBR | Relationship / Performance review | Coordinator prep hours per SBR |
| R3 | Proactive fleet signals | Relationship / Issue resolution | Share of issues raised by 3PM vs. by client |
| R4 | Outstanding-items tracker | Onboarding → Service delivery | Days from delivery to signed acceptance |
| R5 | Telemetry-backed end of lease | End of lease / Outreach, assessment | Days to deliver utilization study; renewal rate |
| R6 | Forwardable proof pack | Advocacy / Expansion | Expansion opportunities sourced from existing accounts |
| R7 | Procurement-ready pricing | Decision / Expansion negotiation | Proposal-to-signature cycle time |

## Guardrail

Agents stay internal. Anything a client sees — signals, SBR modules, proof packs, dispute notes — is drafted by the agent and released by a coordinator. The portal displays; it never executes.

## Source cleanup before PRD lock

- Assign a primary persona to each touchpoint.
- Standardize on Strategic Business Review (SBR).
- Define the Expansion paths.
- Fix channel labels that do not match touchpoints.
- Make the EOL → Expansion handoff explicit.
- Pick one owner for final docs reconciliation.
- Fix small edits in source profiles/maps.