Summary
ShuttlerockCloud now displays estimated delivery dates for project stages directly to customers, enhancing visibility and transparency in project timelines. These estimated delivery dates will appear on key ShuttlerockCloud pages, such as the homepage, project tracker, and delivery and review sections, for each project stage (including hero, full production, revisions, variations and additional formats). Below is a collection of frequently asked questions for all Shuttlerock team members.
When will customers start seeing the estimated delivery dates on ShuttlerockCloud?
Hero Delivery Stage: Once the brief enters “Production Review,” estimated delivery dates will start displaying to customers.
Other Stages: For other stages (revisions, variations, additional formats), they're displayed immediately upon submission by either the customer or a Shuttlerock team member.
Are estimated delivery dates included in email notifications sent for project submission and updates?
No, these dates are displayed only on ShuttlerockCloud and are not part of any customer email notifications.
Will customers be notified via email if the estimated delivery dates are adjusted?
No automated email notifications are generated when estimated delivery dates are adjusted. However, when internal teams adjust these, an update is posted to the project’s Trello card, detailing:
The person who changed the ETA
The previous and new ETAs
The reason for the change
The customer team is responsible for any communication with the customer regarding the updated estimated delivery dates.
How are the estimated delivery dates calculated for each project delivery stage?
Estimated delivery dates are based on predefined timelines for each stage, beginning from the time of brief approval. Refer to 'Project Turnaround Times' article for more details
What if a project cannot be delivered before the estimated delivery date?
Please refer to this table below for guidelines on adjusting the estimated delivery dates.
Non-standard project: If the automatically calculated estimated delivery date is unachievable due to the project containing non-standard requirements, or a pre-agreed turnaround expectation with the customers, Traffic or Customer teams can adjust the dates to reflect a realistic delivery date at the time of brief submission (to Production Review stage).
If a project is delayed due to reasons within Shuttlerock teams' control, we will not adjust the delivery dates and the project will be delivered late.
For projects not delivered by the ETA, ShuttlerockCloud will prompt customers to contact their Shuttlerock representative for updates.
Can the estimated delivery dates be adjusted, and if so, by whom?
Please refer to this table below for guidelines on adjusting the estimated delivery dates.
What happens when the estimated delivery dates is adjusted?
When the estimated delivery dates are adjusted, an update is posted to the project’s Trello card, detailing:
The person who changed the dates
The old and new dates
The reason for the change
The customer team is responsible for any communication with the customer regarding the updated estimated delivery dates.
What timezone is used for estimated delivery dates?
On ShuttlerockCloud: Customers view the dates in their local timezone.
On Trello: The date is displayed in UTC timezone.
What is the estimated delivery date for quick-fix revisions or variations?
Quick-fixes follow the same 2-day turnaround for revisions and 3-day turnaround for variations.
How are the estimated delivery dates formatted on ShuttlerockCloud?
Estimated delivery dates are displayed as calendar dates without specific times. Projects delivered by the end of the displayed calendar date are considered compliant.
Will the customer facing estimated delivery dates change if I update the due date in Trello?
No. The due dates in the trello card do not affect the project estimated delivery dates in ShuttlerockCloud, and vice-versa. Trello due dates should continue to be managed by teams internally as per now for internal (studio team) deadlines.
When estimated delivery dates are adjusted, will they affect the Trello due dates?
No. The customer facing estimated delivery dates (via Production Brief) do not control or affect the trello due dates. Trello due dates should continue to be managed as per now.
Guidelines for Adjusting the estimated delivery dates
Roles | Expectations | Restrictions | Follow-up Actions |
Creative Specialists | Adjust ETA to align with customer expectations, particularly for non-standard requirements. Adjustment should happen at the time of brief submission to ‘Production Review’ | Should not adjust after the project has moved to production. | Ensure the production team and the customers are aligned on the expected delivery date post adjustment |
Traffic | Adjust ETA if the brief is considered not ready for production and more information will impact timelines. | Should not adjust ETA due to internal delays or minor quality assurance | Ensure that the CS (and other customer facing team members) are notified of this change, and the customer has been updated. |
Client Partners | Can’t adjust ETA | Can’t adjust ETA |
|
CSM / Growth | Can’t adjust ETA | Can’t adjust ETA |
|
Studio teams (AD, Designers..) | Can’t adjust ETA | Can’t adjust ETA |
|
Guide to choosing the right reason for adjusting the turnaround times
List of reasons | Description |
Brief Clarification Required |
Ambiguity in the brief that requires in-market confirmation, delaying production start. |
Complex Deliverables | Intricate or multi-component outputs that require additional production time. |
Complex Revisions | Extensive changes or unclear revisions. High volume order, asset swap or bunny VO request. |
Requires Storyboard | Storyboard TAT to be applied. |
Creative Re-work | Major creative changes or direction-shift require a bespoke timeline. |
Mid-Production Change Request | Client changes after production begins. |
Expedited Project | Requires faster-than-normal completion eg Enterprise TAT, “Expedited” as per special request or unforeseen/urgent circumstances. |
Split Delivery | Multiple phase delivery different to creates bespoke timeline |
Working File TAT | Apply the correct timeline for working file delivery. |
Special Format Bespoke Timeline | Custom timeline for unique formats such as IE, AR, 3D, and Creator 3D. |