Qontak | CRM | Workspace Homepage — ANCHOR
PRD Type: ANCHOR — Reimagine CRM Workspace initiative (3-phase Q3 delivery)
HEADER BLOCK
| Field | Value |
|---|---|
| PM | PM Qontak Group |
| PRD Version | 1.0 |
| Status | ACTIVE |
| PRD Type | ANCHOR |
| Labels | epic:[Reimagine CRM Workspace 1st delivery] | module:[workspace] | feature:[qontak] |
| Last Updated | 2026-07-01 |
Phase Index:
| Phase | Goal | PRD Link | Epic Key | Status | Shipped |
|---|---|---|---|---|---|
| Phase 1: SDR Workspace | Deliver the Workspace platform and SDR Workspace (Today's Priorities, Today's Progress, Quick Actions) as the default post-login landing page for SDR users, enabling role-based priority surfacing and activity tracking without multi-module navigation. | Phase 1 PRD | QON-16894 | 🔄 In Progress | — |
| Phase 2: BD Workspace | Onboard the BD (Business Development) persona onto the Workspace platform with BD-specific widget set (pipeline tracking, strategic account visibility, Insight widgets). | TBD | TBD | 📋 Planned | — |
| Phase 3: AM Workspace | Onboard the AM (Account Manager) persona onto the Workspace platform with AM-specific widget set (renewal health, account status, team performance monitoring). | TBD | TBD | 📋 Planned | — |
Table of Contents
- HEADER BLOCK
- 1. One-liner + Problem
- 2. Target Users + Persona Context
- 3. What Happens If We Don't Build This
- 4. Strategic Context
- 5. Success Metrics
- 6. Key Decisions + Alternatives Rejected
- 7. Open Questions
- PRD CHANGELOG
1. One-liner + Problem
One-liner: Enable SDR, BD, and AM teams to identify and act on the highest-priority work items of the day from a single, role-personalized Workspace homepage within Qontak, without switching modules.
Problem: Qontak CRM users across Sales roles currently spend 10–15 minutes each morning manually navigating 4–5 separate modules (Inbox, Deals, Activities, Tasks, Contacts) to understand what requires attention — with no built-in prioritization signal, no aggregated cross-module view, and no proactive alert for time-sensitive items. High-priority leads sit uncontacted for hours; managers pull reports manually instead of receiving actionable signals; product adoption remains shallow because users never develop a "home" habit inside Qontak.
Cost of inaction: Users continue context-switching across modules daily, increasing time-to-action and reducing CRM stickiness. SDRs miss follow-up windows; managers have delayed visibility into team health; product adoption remains shallow because users never develop a 'home' habit inside Qontak.
2. Target Users + Persona Context
| Persona | Role | Goal | Pain | Workaround |
|---|---|---|---|---|
| SDR (Staff + Lead) | Sales Development Representative — individual execution + team lead view | Execute daily pipeline tasks efficiently; SDR Lead also monitors team health | 10–15 min module navigation daily; no priority signal; high-priority leads uncontacted for hours | Opens Inbox, Contact list, Task list, Activities separately each morning |
| BD (Phase 2) | Business Development — IC + Lead | Track deal pipeline + daily execution; Insight widgets for pipeline forecast and renewal risk | Switches between platforms; no unified view of what needs attention | Manual cross-platform navigation |
| AM (Phase 3) | Account Manager — IC + Lead | Monitor renewal health, account status, team performance proactively | Manually pulls renewal reports; no proactive churn or expansion signals | Manually pulls reports; no unified alerting |
3. What Happens If We Don't Build This
- SDR, BD, and AM users continue the 10–15 min daily context-switching routine indefinitely — compounding adoption friction and reducing CRM stickiness across all Sales roles.
- SDRs continue missing follow-up windows; managers have delayed visibility into team health — both directly suppress pipeline velocity and forecast accuracy.
- The "Make the Intelligence Promise Real" OKR (Theme 1) loses its primary Q3 vehicle for demonstrating CRM value to users.
- Qontak CRM remains a passive record system rather than an active workflow hub — reducing long-term product differentiation against competitors (Zendesk, Freshdesk, Intercom, Salesforce) who offer role-scoped homepages.
4. Strategic Context (Not scored)
Module Positioning
The Workspace Homepage is the primary surface for making Qontak CRM's intelligence layer visible and actionable to end users. It shifts the product from a passive record system to an active, role-aware workflow hub. The platform architecture (Section framework, Widget registry, role visibility model) is designed once and reused across all three persona rollouts — establishing a scalable foundation for future AI-driven actions and cross-module aggregation.
Pricing & Package Implications
[TBD — to be determined as part of Phase 1 pilot learnings. Workspace Homepage is expected to be a standard CRM feature; package-level gating to be confirmed with Product and Commercial teams.]
5. Success Metrics
North Star — Initiative Level:
| Metric | Definition | Target |
|---|---|---|
| ⭐ Workspace Daily Active Ratio (DAR) | % of enabled users (per persona cohort) who load the Workspace at least once per day | ≥ 60% per cohort within 30 days of each phase's Internal Alpha |
| Module-switch reduction | Average daily module-switch navigation actions per user vs. pre-Workspace baseline | ≥ 20% reduction vs. baseline within 30 days of each phase's GA |
| Widget CTR — Today's Priorities | % of workspace_loaded sessions with at least one priority item click | ≥ 40% within 30 days of Internal Alpha (Phase 1 SDR) |
| Widget error rate | % of widget renders resulting in load failure | ≤ 2% sustained across all phases |
| Widget framework extensibility | Platform supports each new persona onboarding without re-engineering the core | Confirmed by Engineering Lead before each phase's grooming |
Per-phase metrics are defined in each Phase PRD. Initiative-level metrics are monitored across all phases in Mixpanel.
6. Key Decisions + Alternatives Rejected
Decisions Made:
| Date | Decision | Rationale |
|---|---|---|
| 2026-07-01 | ANCHOR + 3-Phase structure (SDR → BD → AM, Q3 2026) | Multi-persona initiative with sequential onboarding — Phase structure isolates scope per persona and per Epic, enabling independent delivery and clear Confluence hierarchy. |
| 2026-07-01 | Platform built once (Phase 1), reused for BD/AM onboarding in Phases 2/3 | Engineering estimates the platform [A] once; Product continuously defines Content Items [B] per persona. Separates platform investment from content iteration. |
| 2026-07-01 | Workspace as embeddable iframe (candidate architecture) | Enables faster iteration and independent deployment. Engineering to confirm in Phase 1 technical design. |
Alternatives Rejected:
| Alternative | Why Rejected | Date |
|---|---|---|
| Single PRD for all 3 persona rollouts | Would create an unmanageable document; blurs phase-specific scope and makes per-Epic tracking in Jira impossible. | 2026-07-01 |
| Build BD and AM Workspace simultaneously in Phase 1 | Increases scope risk and delays SDR validation. SDR Workspace is the highest-impact first persona — validate platform value there before onboarding BD/AM. | 2026-07-01 |
7. Open Questions
| # | Type | Question | Owner | Deadline |
|---|---|---|---|---|
| 1 | Open Question | Package / pricing implications: is Workspace a standard CRM feature or gated to specific tiers? Commercial + Product to confirm. | PM + Commercial | Before Phase 1 GA |
| 2 | Open Question | Phase 2 BD grooming timeline: BD Workspace grooming should begin before Phase 1 GA to avoid August delivery slip. When does PM intend to start Phase 2 PRD? | PM Qontak Group | Before end of Phase 1 Internal Alpha |
| 3 | Assumption | Widget framework built in Phase 1 is extensible for BD and AM onboarding without re-engineering. Engineering Lead sign-off required before Phase 2 grooming begins. | Engineering Lead | Before Phase 2 grooming start |
PRD CHANGELOG
| Version | Date | By | Section | Type | Summary |
|---|---|---|---|---|---|
| 1.0 | 2026-07-01 | Claude (groom-prd skill) | All | CREATED | ANCHOR PRD created alongside Phase 1 PRD from grooming session. Covers initiative one-liner, 3-phase index (SDR/BD/AM), north-star metrics, and initiative-level decisions. |