How We Operate
Transparent documentation of who we serve, how we onboard, and how we measure success.
Ideal Customer Profile
OffGridFlow is built for a specific type of organization. We publish our fit criteria so prospects can self-qualify before engaging.
Good Fit
- Mid-market to enterprise company ($50M+ revenue)
- Subject to CSRD, SEC Climate, SB 253, CBAM, or IFRS S2
- Has utility bills, fleet data, or cloud infrastructure to report
- Needs audit-ready reports, not just estimates
- Has a compliance deadline within 6-18 months
- Budget: $6,500 - $15,000/year (or currently paying $50K+ to consultants)
- Internal champion: sustainability manager, CFO, or compliance lead
Not a Fit
- Company under $10M revenue with no regulatory obligation
- Needs only voluntary carbon offsets (not compliance reporting)
- Requires process emissions monitoring (manufacturing sensors)
- Needs certified carbon credits or trading platform
- Expects a full-service consulting engagement (we are software, not consultants)
- Requires on-premise deployment (we are cloud-only)
Buying Committee
Carbon compliance purchases typically involve these roles. We tailor our process to each.
ChampionSustainability Manager / ESG Lead
Buying trigger
Regulatory deadline approaching, current process is manual or consultant-dependent
What they need from us
Scope 1/2/3 accuracy, framework alignment, factor transparency
Common objection
Will the data hold up under audit? Is the methodology documented and reviewable?
Economic BuyerCFO / VP Finance
Buying trigger
Consultant quote of $50K-200K arrives, or compliance penalty risk surfaces
What they need from us
Cost justification ($6.5K vs $50K+), ROI timeline, procurement-ready materials
Common objection
What does it replace? What happens if we cancel?
OperatorData Engineer / IT Manager / Controller
Buying trigger
Asked to collect and clean emissions data from multiple sources
What they need from us
CSV upload, cloud connectors (AWS/Azure/GCP/SAP), API access, data quality checks
Common objection
How does it integrate with our existing systems? Who maintains the data pipeline?
BlockerLegal / Security / Procurement
Buying trigger
Vendor review process initiated
What they need from us
Trust center, privacy policy, data residency, RBAC, SOC 2 roadmap, DPA template
Common objection
Where is data stored? Who has access? What is the data retention policy?
Onboarding by Segment
Three onboarding tracks, each with defined milestones and expected time-to-value.
Self-Serve
Audit Prep ($6,500/yr)
Under 2 hours
Owner: Customer (self-guided)
- 1.Account created
- 2.Organization profile set
- 3.CSV uploaded
- 4.Data quality scan run
- 5.Dashboard reviewed
- 6.First report generated
Assisted
Compliance Pro ($10,800/yr)
1-2 weeks
Owner: Customer + OffGridFlow support
- 1.Account created
- 2.Organization profile set
- 3.CSV uploaded
- 4.Cloud connector configured
- 5.Data quality scan run
- 6.Dashboard reviewed
- 7.Factor snapshot locked
- 8.First report generated
- 9.Report submitted for review
- 10.Report approved and locked
Enterprise
Enterprise ($15,000/yr)
2-4 weeks
Owner: Dedicated account manager
- 1.Kickoff call with account manager
- 2.Account created
- 3.Organization profile set
- 4.CSV uploaded
- 5.SAP / ERP connector configured
- 6.Cloud connectors (AWS/Azure/GCP)
- 7.Data quality scan run
- 8.Dashboard reviewed (exec + operator)
- 9.Factor snapshot locked
- 10.All framework reports generated
- 11.Approval workflow configured
- 12.Reports approved and locked
- 13.Training completed (admin, operator, exec)
Alert Resolution Workflow
Every data quality anomaly and system alert follows a defined resolution path with ownership tracking.
Detected
Anomaly engine flags issue (e.g., "Electricity quantity 50,000 kWh is 4.2 standard deviations from mean").
Actor: System
Alert Created
Alert action item created with priority (critical/high/medium), category, description, and link to source record.
Actor: System
Assigned
Operator takes ownership ("Take" button) or admin assigns to team member. Status: in_progress.
Actor: Operator or Admin
Investigated
Operator adds comments documenting root cause. Links to activity record for drill-down.
Actor: Operator
Resolved or Dismissed
If valid anomaly: fix the data and resolve. If false positive: dismiss with explanation. Both record actor + timestamp.
Actor: Operator
Escalated (if needed)
If operator cannot resolve, escalate to admin/manager. Escalation recorded with timestamp.
Actor: Operator → Admin
Every state transition is recorded in the audit log with user ID, timestamp, and IP address. Alert comments provide a permanent discussion thread for each issue.
Renewal & Expansion Discipline
OffGridFlow does not rely on last-minute renewals. We engineer retention through measurable health signals.
Customer Health Scoring (Automated)
Every organization is scored on 6 dimensions, weighted and combined into an overall health status.
| Dimension | Weight | How it's measured |
|---|---|---|
| Data Freshness | 25% | Days since last activity upload (7d=100, 90d+=5) |
| Feature Adoption | 20% | Features used / 6 total (activities, reports, connectors, audit logs, approvals, snapshots) |
| Report Completion | 20% | Approved reports / total reports generated |
| User Engagement | 15% | Active users (30-day login) / total users |
| Data Quality | 20% | Open anomalies / total activities (0%=100, 10%+=25) |
Healthy
Score 80-100
Renewal risk: 5%
At Risk
Score 60-79
Renewal risk: 25%
Critical
Score 40-59
Renewal risk: 50%
Churning
Score 0-39
Renewal risk: 80%
Expansion Triggers (Adoption-Based)
Expansion is offered only when the customer has demonstrated genuine value realization. Required signals:
- Overall health score 80+ (healthy)
- Feature adoption score 80+ (using 5+ of 6 features)
- 50+ activities uploaded (genuine usage, not test data)
- At least one approved report through the workflow
Expansion paths: Audit Prep → Compliance Pro (add Scope 3, cloud connectors). Compliance Pro → Enterprise (add SAP, all frameworks, account manager).
Commercial Quality Metrics (Internal)
We track commercial health, not just top-line revenue. These metrics are reviewed monthly.
•Win rate by segment and source
•Customer acquisition cost (CAC)
•Payback period (months to recover CAC)
•Net revenue retention (NRR)
•Gross churn rate
•Expansion revenue as % of total
•Onboarding duration by segment
•Time-to-first-report (median)
•Support ticket volume per customer
•Services drag (support cost / revenue)
Sponsor Reviews, Win/Loss, and Feedback Loop
Commercial learning is reviewed on a cadence and fed back into onboarding, product scope, and positioning.
Sponsor Review Cadence
- Day 30: first-value review against the initial reporting objective
- Day 60: adoption review covering connectors, approvals, and open anomalies
- Quarterly: executive sponsor review for active enterprise accounts
- Pre-renewal: risk review if health score drops below 80
Win/Loss Review
- Monthly review of won, lost, stalled, and churned opportunities
- Root-cause codes captured for pricing, data maturity, security, and scope gaps
- Segment and source-level win rate tracked alongside onboarding duration
- ICP and disqualification language updated when recurring mismatch appears
Feedback to Product
- Weekly triage of onboarding friction, anomaly-resolution blockers, and export failures
- High-frequency issues become roadmap items, onboarding changes, or trust-page updates
- Messaging claims are tightened when proof gaps show up in procurement or audit review
- Closed-loop check: every shipped fix is reflected in docs, workflows, or qualification criteria