A practical operating model for how MRI Software and Pixel House make decisions, deliver change, manage risk and measure product health — with executive summaries first and detailed controls available on demand.
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Social Eazie 2.0 — the next evolution of MRI Software's social media advertising platform.
Social Eazie 2.0 represents the next evolution of MRI Software's social media advertising platform, delivering a scalable, automated, and partner-led solution for real estate agencies to create, manage, and measure property advertising campaigns across Meta (Facebook and Instagram).
The current Social Eazie platform relies on a predominantly manual fulfilment model, requiring dedicated operational resources to configure, launch, monitor, and report on campaigns. While this model has successfully supported our customers to date, it presents limitations in scalability, operational efficiency, and customer experience.
Social Eazie 2.0 has been developed in strategic partnership with Pixel House to transform the platform into a self-service, integrated advertising ecosystem. By embedding campaign creation directly within leading real estate CRMs - including Vault CRM, Eagle CRM, and Box+Dice CRM - users can seamlessly launch professional advertising campaigns without leaving their existing workflow.
The platform enables agents to create campaigns using pre-configured advertising templates such as Just Listed, Just Sold, Upcoming Auction, Open for Inspection, and other promotional campaign types. Users can define campaign budgets, durations, campaign objectives (Traffic, Leads, Awareness), audience targeting, geographic radius, and other campaign settings through a guided workflow. Once submitted, campaigns are automatically provisioned and published to Meta, eliminating manual intervention while ensuring consistency and speed.
In addition to campaign automation, Social Eazie 2.0 introduces automated vendor reporting, providing property owners with transparent insights into campaign performance. Agencies also gain access to a dedicated platform for monitoring campaigns, reviewing analytics, and managing advertising activity across their business.
The transition to Social Eazie 2.0 represents a significant strategic shift - from a service-based fulfilment model to a scalable Software-as-a-Service (SaaS) Pay-as-you-go (PAYG) platform. This governance framework establishes the structure, decision-making processes, roles, responsibilities, and controls required to ensure the successful delivery, operation, and continuous evolution of the product while maintaining high standards of quality, security, compliance, and customer satisfaction.
The purpose of this Governance Framework is to establish the operating model for the development, delivery, governance, and ongoing evolution of Social Eazie 2.0. It provides a consistent framework for decision-making, accountability, product ownership, and operational oversight to ensure the platform is delivered securely, efficiently, and in alignment with MRI Software's strategic objectives.
This framework is designed to:
| Objective | Description |
|---|---|
| Strategic Alignment | Ensure Social Eazie 2.0 aligns with MRI Software's product strategy, commercial goals, and customer needs. |
| Clear Governance | Define ownership, decision-making authority, and accountability across product, engineering, operations, and commercial teams. |
| Operational Excellence | Establish consistent governance processes that support reliable delivery, ongoing support, and continuous improvement. |
| Risk Management | Identify and manage operational, technical, commercial, and compliance risks throughout the product lifecycle. |
| Quality & Compliance | Ensure releases meet defined quality standards, security requirements, and regulatory obligations. |
| Scalable Growth | Enable the platform to grow sustainably while reducing manual effort through automation and standardised processes. |
To become the leading integrated social media advertising platform for the real estate industry by empowering agencies to launch high-performing advertising campaigns effortlessly from within the systems they already use - their CRM.
To simplify and automate digital advertising by delivering an intelligent, integrated, and scalable platform that enables agencies to create, publish, manage, and measure Meta advertising campaigns with speed, consistency, and confidence. Through strategic partnerships, seamless CRM integrations, and continuous innovation, Social Eazie 2.0 aims to reduce operational overhead, improve campaign performance, and create exceptional experiences for agents, vendors, and consumers.
The governance of Social Eazie 2.0 is guided by the following principles.
Every product decision should improve the customer experience, reduce complexity, and increase the value delivered to agencies and vendors.
Manual processes should be eliminated wherever possible through automation, standardisation, and intelligent workflows.
The platform should operate seamlessly within the real estate technology ecosystem, prioritising deep integrations with the CRMs and complementary partner solutions.
All customer, advertising, and vendor data must be managed in accordance with applicable privacy legislation, Meta advertising policies, and MRI Software security standards.
Clear ownership must exist across product management, engineering, operations, customer success, sales, and strategic partners. Decisions should be transparent, documented, and measurable.
Product architecture, operational processes, and support models should enable sustainable growth without proportional increases in operational effort.
Product enhancements and governance decisions should be informed by customer feedback, platform analytics, campaign performance, adoption metrics, and measurable business outcomes.
The platform should maintain high standards of availability, performance, accuracy, and operational excellence through structured release management, testing, and continuous improvement.
The product roadmap should balance customer needs, strategic priorities, technological advancements, and market opportunities to ensure Social Eazie 2.0 remains the market-leading solution for property advertising.
Use this chapter when reviewing executive summary — governance framework and retain detailed operating records outside the executive summary layer.
Social Eazie 2.0 is a social media marketing platform purpose-built for real estate. Agencies and individual agents create branded campaigns, publish property ad campaigns straight to Meta (Facebook & Instagram), automate campaign creation from listing data, and generate vendor-ready marketing campaign reports - all from inside the CRM they already use.
Use this chapter when reviewing product overview and retain detailed operating records outside the executive summary layer.
Social Eazie 2.0's Product Operating & Governance Model — MRI Software owns the product, the commercial direction and the customer; Pixel House owns the platform and much of the technical execution. Decisions flow down as delegated authority; issues, risk and performance data flow up through the same chain, with Joint Governance as the standing partner escalation and alignment layer.
MRI Strategic Ownership Joint Governance Delivery Outcomes
Five layers of governance operate together — each with a distinct focus and a defined interface to the layers above and below it.
David Bowie (Executive Sponsor) and Steering Committee - investment case, commercial outcomes, escalation authority.
Peter Karanicolas (Product Manager) - roadmap, prioritisation, release sign-off.
Engineering and Design - build quality, architecture, UX and accessibility standards.
Support, Johanna Williams (Customer Success) and Operations - day-to-day running, incidents, service requests.
Pixel House - build, technology and product ownership delivered under joint governance (see Partner Governance).
The recurring forums that keep this model operating in practice — full detail in Governance Meetings.
| Forum | Cadence | Chair | Purpose |
|---|---|---|---|
| Development Standup | Daily | Peter Karanicolas (Product Manager) + Pixel House (Partner Lead) | Progress, blockers |
| Product Review | Weekly | Peter Karanicolas (Product Manager) | Triage feedback & bugs |
| Product Steering Committee | Monthly | Peter Karanicolas (Product Manager) | Arbitrate priority, risk, trade-offs |
| Business Review | Monthly | David Bowie (Executive Sponsor) | Commercial & KPI review |
| Partner Governance Forum (MRI ⇄ Pixel House) | Monthly | Peter Karanicolas (Product Manager) + Pixel House (Partner Lead) | Roadmap alignment, delivery status, risk |
| Roadmap & Risk Review | Quarterly | Peter Karanicolas (Product Manager) | Re-baseline roadmap, review risk register |
MRI owns the product and customer outcomes; Pixel House owns platform delivery; joint governance aligns priorities, releases, risks and performance.
RResponsible AAccountable CConsulted IInformed — Not involved — click Edit to drag people into R / A / C / I zones per activity
Every governed activity should have one clearly accountable owner, with responsibility shared only where delivery genuinely crosses organisations.
Every recurring decision type has a named proposer, a named approver, a target turnaround, and a defined escalation path - so nothing stalls waiting for 'someone' to decide.
| Decision Type | Proposed By | Approved By | SLA | Escalation Path |
|---|---|---|---|---|
| New Features | Sales Team / Clients | Peter Karanicolas (Product Manager) | 5 business days | Steering Committee |
| Major Releases | Peter Karanicolas (Product Manager) | Peter Karanicolas (Product Manager) and Steering Committee informed | 2 weeks notice | David Bowie (Executive Sponsor) |
| Pricing | Sales + Steering Committee | David Bowie (Executive Sponsor) | 10 business days | Executive team |
| Integrations | Peter Karanicolas (Product Manager) | Peter Karanicolas (Product Manager) + Pixel House | 10 business days | Steering Committee |
| Security | MRI Technology & Engineering | Peter Karanicolas (Product Manager) and Pixel House (Security Owner) | 48 hrs (critical), 5 days (standard) | David Bowie (Executive Sponsor) |
| UI/UX | Peter Karanicolas (Product Manager) | Peter Karanicolas (Product Manager) and Pixel House (UI/UX Owner) | 3 business days | Steering Committee |
| Infrastructure | Pixel House | Peter Karanicolas (Product Manager) | 5 business days | Steering Committee |
| API Changes | Pixel House | Peter Karanicolas (Product Manager) + Pixel House (Partner Lead) | 5 business days (breaking: 10) | Peter Karanicolas (Product Manager) |
| Customer Requests | Johanna Williams (MRI Support / Customer Success) | Peter Karanicolas (Product Manager) + Pixel House | 3 business days (triage) | Peter Karanicolas (Product Manager) |
| Technical Debt | Pixel House | Peter Karanicolas (Product Manager) + Pixel House | Reviewed each sprint | Steering Committee |
| Branding | MRI Design / Marketing | Peter Karanicolas (Product Manager) + MRI Marketing | 5 business days | David Bowie (Executive Sponsor) |
| Partner-impacting change (Pixel House) | Partner Management | Peter Karanicolas (Product Manager) + Pixel House (Partner Lead) | 5 business days | Partner Governance Forum |
Use this chapter when reviewing decision governance and retain detailed operating records outside the executive summary layer.
Ten stages, each with a defined owner, required outputs, approval gate and exit criteria - the checkpoint that must be cleared before work moves forward.
Understand the problem, size the opportunity, talk to customers.
Owner: Peter Karanicolas (Product Manager)Outputs: Problem statement, opportunity briefExit: Problem validated as realTest the proposed solution - prototypes, customer interviews, data.
Owner: Peter Karanicolas (Product Manager)Outputs: Validated solution concept, evidence packExit: Evidence solution worksWeigh cost, effort and value against roadmap and strategic priority.
Owner: Peter Karanicolas (Product Manager)Outputs: Business case, roadmap requestExit: Placed on roadmapUX flows, and UI visual designs
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Approved designs, specExit: Designs approvedBuild against approved design and technical spec (Development delivered via Pixel House).
Owner: Peter Karanicolas (Product Manager)Outputs: Feature build, unit testsExit: Feature completeFunctional, regression, security and performance testing.
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Test results, sign-off recordExit: Test plan passedShip bugs and incidents, staged feature rollout with comms sent - per release.
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Release notes, rollout planExit: Live in productionRun in production - support, monitoring and incident handling per Operational Governance.
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Stable operation, incident log etc. Exit: Stable for 2 weeksTrack adoption and performance against the Performance Framework.
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Performance summary, adoption dataExit: Outcome measured against expectationIterate based on real usage data and feedback; feeds the next Discovery cycle.
Owner: Peter Karanicolas (Product Manager) + Pixel HouseOutputs: Roadmap and development updatesExit: Phases of Roadmap deliveredUse this chapter when reviewing product lifecycle governance and retain detailed operating records outside the executive summary layer.
Predictable cadence, safe defaults, and a clear emergency path when something breaks in production. Covers readiness, testing, Go/No-Go, deployment, communications, monitoring, rollback, hotfixes and post-release review.
Use this chapter when reviewing release governance and retain detailed operating records outside the executive summary layer.
Baseline standards every feature must meet before it ships — the guardrails that keep quality consistent as the team scales.
Makes sure MRI and agency branding is applied consistently across all templates, screens and customer-facing materials.
Uses a shared set of approved design elements so the product looks and works consistently. New one-off designs should only be introduced with Design approval.
Makes sure customer-facing parts of the platform are easy to use for people with different accessibility needs and meet recognised accessibility standards.
Makes sure system connections are clearly documented, version-controlled and reviewed before they are released.
Uses consistent names for features, settings, releases and environments so teams can easily understand what each item refers to.
Makes sure development work follows agreed quality standards and is reviewed before it is added to the product.
Requires each new feature to include clear customer guidance and internal documentation before it is released.
Makes sure new changes are properly tested and vetted, and that existing parts of the product continue to work as expected.
Requires extra security review for any changes involving customer accounts, personal information, payments or other sensitive data.
Makes sure page speed and system response times are checked before each release so changes do not negatively affect the customer experience.
Use this chapter when reviewing product standards and retain detailed operating records outside the executive summary layer.
Social Eazie 2.0 is delivered in strategic partnership with Pixel House. This section defines the clear split of responsibility between MRI Software, Pixel House and areas of shared/joint ownership - consistent with the Partner Management (Pixel House) RACI activity in Roles & Responsibilities.
| Area | Service commitment | Owner | Review cadence |
|---|---|---|---|
| Roadmap alignment | MRI and Pixel House review priorities, upcoming work, dependencies and delivery risks together. | Peter Karanicolas + Pixel House (Partner Lead) | Monthly |
| Release delivery against plan | Pixel House provides progress updates and raises any expected delays or risks as early as possible. | Pixel House | Each release cycle |
| Support escalation response | Escalated customer issues are reviewed, prioritised and assigned based on their impact and urgency. | Pixel House | Ongoing |
| Technical incident response | Production issues are investigated promptly, with regular updates provided until the service is restored. | Pixel House | As required |
| Security review | Changes involving customer data, payments, access or security controls are reviewed before release. | Pixel House + Alycia Workman / Lauren Cameron (MRI Security) | Per applicable change |
| Performance reporting data | Pixel House provides the agreed campaign, customer adoption and platform performance information for governance reporting. | Pixel House | Monthly |
| Monthly Partner Review | Reviews delivery progress, roadmap priorities, support trends, risks, actions and upcoming decisions. | Peter Karanicolas + Pixel House (Partner Lead) | Monthly |
| Quarterly Business Review | Reviews commercial performance, customer adoption, service performance, strategic priorities and partnership health. | Steve Grubmier + Peter Karanicolas + Pixel House (Partner Lead) | Quarterly |
These commitments describe how MRI and Pixel House work together day to day. Formal service-level targets will be added once they are agreed in the partner contract.
Use this chapter when reviewing partner governance and retain detailed operating records outside the executive summary layer.
How Social Eazie 2.0 is run day-to-day - support ownership, incident management, escalations, platform monitoring, customer communications, service requests, and the handover between MRI and Pixel House.
| Severity | Definition | Response priority | Escalation |
|---|---|---|---|
| Sev-1 — Critical | The platform is unavailable or a major issue is affecting many customers or a critical service. | Immediate priority. Investigation begins as soon as the issue is identified. | Pixel House, Peter Karanicolas and Johanna Williams are notified immediately. Customer communications are coordinated by Johanna Williams where required. |
| Sev-2 — High | A significant feature is unavailable or seriously affected, but customers may still have a temporary workaround. | High priority. Reviewed and assigned ahead of standard support requests. | Escalated to Pixel House and Peter Karanicolas. Johanna Williams is informed where CRM customers or Support are affected. |
| Sev-3 — Medium | A feature is not working as expected, but the impact is limited and the main service remains available. | Standard priority. Assessed through the normal support and product prioritisation process. | Triaged by Pixel House and added to the product backlog where further development is required. Peter Karanicolas oversees prioritisation. |
| Sev-4 — Low | A cosmetic issue, minor inconvenience or low-impact problem that does not prevent customers from using the product. | Planned priority. Reviewed alongside other minor improvements and maintenance work. | Managed through the standard support queue and considered during future product planning. |
How a customer request moves between MRI and Pixel House — entry channel determines the path, with a clear decision point for CRM vs Social Eazie product issues.
A customer request can enter through one of two channels.
Customer contacts Johanna Williams (MRI Support) through the CRM support channel.
Johanna Williams (MRI Support) confirms the issue details and determines whether it relates to the CRM or the Social Eazie product.
MRI Johanna Williams, SupportYes → MRI keeps ownership. No → hand over to Pixel House.
Johanna Williams (MRI Support) continues to own the request through to resolution. No Pixel House handover required.
MRI Johanna WilliamsJohanna Williams (MRI Support) passes customer and issue details to Pixel House. The original Johanna Williams (MRI Support) ticket is closed once handover is confirmed.
MRI Johanna Williams PH Pixel HousePixel House investigates and resolves the product issue. Further customer communication follows the agreed handover process.
PH Pixel HouseCustomer submits the request directly through Social Eazie.
Pixel House receives the request directly and assesses severity, priority and required action.
PH Pixel HousePixel House owns the request from triage through to resolution and communicates directly with the customer where required.
PH Pixel HouseUse this chapter when reviewing operational governance and retain detailed operating records outside the executive summary layer.
This section tracks the key services supporting Social Eazie 2.0, including platform reliability, support, releases, onboarding and reporting. Results are reviewed regularly to identify issues, measure performance and agree improvements.
Current figures show recent observed performance and should not be treated as contractual service commitments unless formally agreed between MRI and Pixel House.
| Service area | Current measure or expectation | How it is measured | Owner | Review frequency |
|---|---|---|---|---|
| Platform Availability | Current observed uptime: 99.96% | Platform monitoring | Pixel House | Weekly / Live Dashboard |
| Support First Response | New requests are reviewed and prioritised according to their customer impact and urgency. | Support ticketing system via Intercom | Pixel House | Weekly |
| Critical Support Resolution | Critical issues are treated as the highest priority and actively managed until service is restored or a suitable workaround is available. | Support ticketing system and incident register via Intercom | Pixel House | Weekly |
| Critical Bug Resolution | Current observed resolution time: 1 day | Pixel House and Peter Karanicolas (Product Manager) informed | Pixel House | Weekly |
| Campaign Publishing Success | Current observed success rate: 99% | Email notification to Peter Karanicolas (Product Manager) | Pixel House | Daily |
| Release Frequency | Critical Bugs and Incidents: Hotfixes Standard Bugs and Incidents that are less critical 1-2 days turnaround | Tracked Release Pixel House | Pixel House | Fortnightly |
| New Agency Onboarding | Onboarding progress is tracked from confirmed sales handover through to customer launch. Delays and blockers are reviewed during the monthly service review. | Onboarding tracker / Live Dashboard and Email Alerts | Pixel House | Weekly / Live Dashboard |
| Vendor Report Data Delivery | Reporting data is monitored for completeness, accuracy and availability. Missing or delayed data is raised through the normal service review process. | Reporting pipeline | Pixel House | Monthly |
Use this chapter when reviewing service performance. Observed figures are performance signals, not contractual SLAs, unless formally agreed between MRI and Pixel House.
A clear onboarding process ensures each new client can move from initial setup to launching their first campaign with minimal confusion. Pixel House owns the onboarding process after the client completes the in-platform setup.
The client selects Social Ads within their CRM. New clients are directed to the account setup wizard. Existing clients go straight to campaign ordering.
Owner: CRM and Pixel House
The client confirms their office information and primary account contact details.
Owner: Client · Platform support: Pixel HouseThe client uploads logos, brand colours, fonts and property icons if applicable, then selects template styles and colour direction.
Owner: Client · Platform support: Pixel HouseOnce setup is submitted, the client is advised that MRI representative will contact them to connect their Facebook Page.
Owner: Client · Platform support: Pixel House
Pixel House arranges a virtual meeting and guides the client through granting access to their Facebook Page.
Owner: Pixel HousePixel House adds the Facebook Page to Social Eazie and connects it to MRI’s Meta Ads Manager account, and verifies the connection works.
Owner: Pixel HouseOnce the connection is confirmed, client status changes to Active - ready to order campaigns. When the client returns to the social ads tab in their CRM, the option to order an ad is available.
Onboarding is then marked as complete.
Owner: Pixel House
The client creates and submits their first social advertising campaign.
Owner: ClientThe client selects the Social Ads tab within their CRM. The platform checks whether they already have an active Social Eazie account.
New clients complete a three-step setup wizard.
Owner: Client · Platform support: Pixel House
Once all three steps are complete, the client submits their setup and sees a message that one final connection is required before they can order campaigns.
Account status: Awaiting Facebook Page connection
A Pixel House representative contacts the client, arranges a virtual meeting, explains the connection process and requests access to the client’s Facebook Page.
During the meeting, the client approves the required access. The client remains the owner of their Facebook Page. Pixel House is only granted the access required to connect and manage advertising activity through Social Eazie.
Access owner: Client · Facilitated by: Pixel House
Once access is granted, Pixel House:
Owner: Pixel House
Account status: Active - ready to order campaigns
The client returns to the Social Ads tab within their CRM, accesses campaign ordering, and creates their first campaign (type, property, audience, budget and other options).
Onboarding is complete when office/contact details, branding and templates, Facebook access, Social Eazie page link, Meta Ads Manager connection, and campaign ordering access are all in place.
Completion owner: Pixel House · Governance oversight: Peter Karanicolas, Product
| Control point | Requirement | Owner |
|---|---|---|
| Setup information complete | Office, contact, branding and template information must be submitted before Facebook setup begins. | Client |
| Facebook access approval | Access must be granted by an authorised administrator of the client’s Facebook Page. | Client |
| Connection completed | The Facebook Page must be linked to the correct Social Eazie account and MRI Meta Ads Manager account. | Pixel House |
| Connection verified | Pixel House must confirm the connection is working before campaign ordering is enabled. | Pixel House |
| Account activated | The client’s status is changed from awaiting connection to active. | Pixel House |
| Onboarding completion | Onboarding is closed once the client can access the campaign ordering process. | Pixel House |
Pixel House owns onboarding after in-platform setup. MRI Product (Peter Karanicolas) provides governance oversight. Clients cannot order campaigns until Facebook Page connection is verified and the account is active.
This section explains how Social Eazie 2.0 continues operating during a major disruption and how the platform is restored if something goes wrong. Pixel House owns the technical recovery process, with MRI overseeing customer communication, support coordination and overall service governance.
Pixel House owns technical recovery. MRI oversees customer communication, support coordination and service governance (Peter Karanicolas, Product). Recovery processes are tested regularly and reviewed through joint governance.
Every piece of feedback follows the same visible pipeline from raw input to shipped improvement and closed-loop customer communication.
Use this chapter when reviewing feedback governance and retain detailed operating records outside the executive summary layer.
A clear process for managing changes that may affect customers, internal teams or the way Social Eazie operates. Changes are assessed before they go live so the right people are informed, risks are understood and any customer impact is managed properly.
The proposed change is recorded with its reason, expected outcome and timing.
Owner: Peter Karanicolas, ProductProduct and Pixel House review the customer, operational and technical impact.
Owners: Peter Karanicolas, Product; Pixel HouseThe appropriate owner approves the change before work or release proceeds.
Owner: Peter Karanicolas, Product · Technical approval where required: Pixel HouseAffected teams and customers are informed before the change goes live.
Owner: Shafiq Jalani, Marketing · Product input: Peter KaranicolasPixel House updates training and support guidance, with Johanna Williams (MRI Support) briefed where required.
Owners: Pixel House; Johanna Williams, SupportCustomer, internal and technical documentation is updated.
Owners: Pixel House; Peter Karanicolas, ProductThe final change, owner and release date are recorded.
Owner: Peter Karanicolas, ProductProduct and Pixel House confirm the change is working as expected and capture any follow-up actions.
Owners: Peter Karanicolas, Product; Pixel HouseEvery material change has a clear owner, impact review, approval process and communication plan before it goes live.
This section records the main risks that could affect Social Eazie 2.0, its customers or day-to-day operations. Risks are reviewed regularly, with clear owners and actions in place to reduce the chance or impact of an issue occurring.
| Risk | Likelihood | Impact | Severity | Owner | How we manage it | Review |
|---|---|---|---|---|---|---|
| Operational disruption | Medium | Medium | Medium | Peter Karanicolas | Clear operating processes, documented responsibilities and escalation paths are maintained so issues can be managed quickly. | Monthly |
| Security incident | Low | High | High | Pixel House + Alycia Workman / Lauren Cameron (MRI Security) | Access controls, security reviews, monitoring and regular testing are used to reduce security risk. | Quarterly |
| Privacy or data issue | Low | High | High | Alycia Workman + Lauren Cameron | Customer data is handled in line with privacy requirements, with appropriate consent, access and data-handling controls in place. | Quarterly |
| Platform downtime | Medium | High | High | Pixel House | Platform monitoring, backups and recovery processes are maintained to reduce downtime and support restoration if an issue occurs. | Monthly |
| CRM or Meta integration failure | Medium | Medium | Medium | Pixel House | Integrations are monitored and tested, with issues investigated and escalated when a connection stops working as expected. | Monthly |
| Low customer adoption | Medium | Medium | Medium | Peter Karanicolas + Account Managers + Pixel House | Onboarding, training, in-product guidance and customer usage are reviewed to identify where customers may need additional support. | Monthly |
| Platform capacity or performance | Low | High | High | Pixel House | Platform performance and usage are monitored so capacity or performance issues can be identified before they significantly affect customers. | Quarterly |
| Meta advertising policy compliance | Medium | Medium | Medium | Peter Karanicolas + Pixel House | Relevant Meta advertising requirements are monitored and changes are reviewed where they could affect the product or customer campaigns. | Quarterly |
| Reputational damage | Low | High | High | Johanna Williams + Peter Karanicolas | Clear customer communications, escalation processes and agreed messaging are used when a significant customer issue occurs. | Quarterly |
| Data loss | Low | High | High | Pixel House | Automated backups and tested recovery processes are maintained to protect customer and platform data. | Monthly |
| Pixel House dependency | Medium | Medium | Medium | Peter Karanicolas + Steve Grubmier | Partner performance, delivery risks, dependencies and continuity are reviewed through regular governance meetings. | Quarterly |
Each major risk has a clear owner, an agreed way of managing it and a regular review point so issues can be identified and addressed early.
Social Eazie 2.0 is managed with appropriate controls around access, customer data, privacy and security. Pixel House is responsible for the technical security of the platform, while MRI Legal and Product provide oversight for privacy, compliance and customer impact.
Customer data, access and security are managed through clear controls, defined partner responsibilities and regular review, with MRI retaining oversight of privacy and compliance.
This section provides a simple view of how Social Eazie 2.0 is performing across customer adoption, product reliability, service delivery, commercial results and the Pixel House partnership.
The purpose is to help MRI and Pixel House quickly understand what is working well, where attention may be needed and whether the product is delivering the expected customer and business outcomes.
| Performance area | What we monitor | Primary owner |
|---|---|---|
| Customer Adoption | Onboarding, active customers, usage, campaign adoption and customer feedback | Peter Karanicolas + Pixel House |
| Product Performance | Platform reliability, campaign success, releases, issues and feature usage | Peter Karanicolas + Pixel House |
| Service Performance | Support, incidents, escalations and service delivery | Pixel House + Johanna Williams |
| Commercial Performance | Revenue, advertising spend, customer growth, utilisation and retention | Sarah Bell + Steve Grubmier |
| Partner Performance | Delivery, reliability, support, onboarding, risks and partnership effectiveness | Peter Karanicolas + Steve Grubmier + Pixel House |
Performance measures will be reviewed through the regular governance process. Detailed definitions, reporting frequency and calculation methods are maintained separately and may evolve as the product and available reporting mature.
A small set of key measures provides a quick view of overall product health. Results are updated from available platform, commercial and customer data as reporting becomes available.
Product performance is reviewed through a small set of customer, platform, service, commercial and partner measures so issues and opportunities can be identified early.
A simple meeting rhythm keeps Social Eazie 2.0 moving, makes sure decisions are made by the right people and gives MRI and Pixel House regular opportunities to review delivery, risks, customer feedback and performance.
| Cadence | Meeting | Attendees | Purpose | Output |
|---|---|---|---|---|
| Weekly | Product & Delivery Review | Peter Karanicolas, Pixel House | Review current work, priorities, blockers, bugs and upcoming releases. | Updated priorities and agreed actions |
| Bi-Weekly | Support Review | Johanna Williams, Peter Karanicolas, Pixel House | Review CRM escalations, product support issues, recurring customer problems and any items requiring Product input. | Support actions and escalations |
| Monthly | Partner Governance Review | Peter Karanicolas, Steve Grubmier, Pixel House | Review delivery, roadmap, onboarding, support performance, risks, dependencies and outstanding actions. | Partner action log and agreed priorities |
| Quarterly | Commercial & Performance Review | Peter Karanicolas, Sarah Bell, Steve Grubmier, Pixel House | Review customer adoption, revenue, campaign activity, product health and overall performance. | Performance summary and agreed actions |
| Quarterly | Business & Roadmap Review | David Bowie, Peter Karanicolas, Steve Grubmier, Sarah Bell, Matt Savko, Pixel House | Review overall product performance, roadmap direction, major risks, commercial outcomes and future priorities. | Quarterly decisions, roadmap updates and actions |
| As Required | Risk / Incident Review | Peter Karanicolas, Pixel House, Johanna Williams, Shafiq Jalani, Lauren Cameron as relevant | Review major incidents, security or privacy issues, significant customer impact or business risks. | Incident findings, decisions and follow-up actions |
Governance meetings are kept purposeful and lightweight, with each forum focussed on clear decisions, actions and ownership rather than status updates alone.
This section sets out the key documents and records that support the ongoing management of Social Eazie 2.0. Each item has a clear owner and should be kept up to date as the product, service and partnership evolve.
| Document / Record | Purpose | Owner |
|---|---|---|
| Product Vision | Defines the overall direction, customer value and strategic goals for Social Eazie. | Peter Karanicolas |
| Product Roadmap | Shows planned product priorities and upcoming areas of focus, reviewed regularly with Pixel House. | Peter Karanicolas |
| Release Notes | Records what has changed in each product release and any information customers or internal teams need to know. | Peter Karanicolas + Pixel House |
| Support Documentation | Provides guidance for handling common customer questions, issues and product support requests. | Pixel House |
| CRM Support Guidance | Provides Johanna Williams (MRI Support) with the information needed to triage CRM enquiries and hand product-related issues to Pixel House. | Johanna Williams |
| Technical Documentation | Records how key platform components, integrations and technical processes work. | Pixel House |
| Platform & Integration Diagrams | Documents how Social Eazie connects with CRMs, Meta and other relevant systems. | Pixel House |
| User Guides | Provides clear instructions for agents and administrators using Social Eazie. | Pixel House |
| Sales Enablement | Provides Sales with approved product positioning, pricing information and supporting sales material. | Sarah Bell + Andy Birch |
| Training Material | Covers customer onboarding, product training and ongoing learning content. | Pixel House |
| Brand & Marketing Material | Maintains approved product messaging, branding and customer-facing marketing content. | Andy Birch + Shafiq Jalani |
| Governance Framework | Records roles, responsibilities, decision-making, service processes and governance expectations. | Peter Karanicolas |
| Risk Register | Records key product, partner, operational and commercial risks along with agreed actions. | Peter Karanicolas |
| Incident Register | Records significant incidents, their impact, resolution and follow-up actions. | Pixel House + Peter Karanicolas |
| Change Log | Records important product or operational changes, including owner and release date. | Peter Karanicolas |
| Performance Reporting | Maintains agreed product, customer, commercial, service and partner performance reporting. | Peter Karanicolas + Pixel House |
| Partner Action Log | Tracks actions, decisions, dependencies and commitments agreed between MRI and Pixel House. | Peter Karanicolas + Steve Grubmier + Pixel House |
Important product, service and governance information has a clear owner and is kept up to date so MRI and Pixel House are working from the same information.