CONTEXT / SCOPE
As we have an onboarding process for new customers, we should have an offboarding process for when they transition out of MedTrainer. The purpose of this SOP is to provide TLs with insight into possible offboarding scenarios, as well as the instructions and tools to handle each one of those effectively, without leaving any loose ends.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
| Panel | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
RESOURCES |
TABLE OF CONTENTS
| Table of Contents | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...
| Note |
|---|
This process will be performed and overseen directly by the TL |
Cancellation Request
The TL will make sure to follow the process stated in the MT-CS-005: Escalations SOP. This scenario means that the customer wishes to terminate services and buy out the contract.
...
The TL will keep in touch with Finance, to make sure that the “Final Amount” email will be sent, so the customer can pay off their final balance. Once that is paid, the TL will inform their CSM of the account status, so the Offboarding process can begin, and for visibility.
Notify the admin about the Offboarding Process taking place.
Non-Renewal Request
These are not requests for immediate cancellation, rather than to terminate services once the contract is over.
...
In the created SF Case, the TL will make sure that the account is set to “Bill till Payout”.
The TL will confirm with Billing that the account’s Recurly auto-renewal billing is disabled.
Notify the admin about the Offboarding Process taking place.
Unresponsive and Past Due
The admin has become or has been unresponsive for a while, and the account is past due. As soon as the account changes to “Sent to Collections” status, refrain from reaching out or replying to the admin. We are not supposed to maintain communication with them in any way once that happens. Likewise, account deactivation will be immediate, without sending an offboarding email.
...
Admins not using the platform after their contract is over.
Any complaints from the admins about “lack of notice”.
Any further misunderstanding.
Admins losing important in-system data.
Emailing the Admin
For scenarios in points 1.1 and 1.2, the TL will send them an informative email, using the Customer Offboarding Email Template. If the conversation is in a phone call or a meeting, please provide the admin with the Customer Offboarding Instructions.pdf file.
...
The final step is to proceed with account deactivation. However, before that, take these precautionary steps
Recurly Billing Status
Follow these steps to determine what the billing status of the account is:
Log into Recurly
Look for the account in question.
As best practice, check their few invoices. Keep the following in mind:
How many invoices are past due?
What is the account's overall status?
Salesforce Cases
Confirm any final status details in SF following these steps:
Go into the corresponding SF Account, then the Cases section.
Open up the most recent case (preferably an escalation case that you are ideally working on). Consider the following:
Case Status
Escalation Directives
Has Billing added any notes?
If yes, does anything mention Collections, terms and conditions, “paid in full” or “bill till payout”?
If not, touch base with the Billing Department.
The LMS Account
The Billing Department will send an email to the TLs when an account needs to be deactivated. No further action from CSMs here. Once the email is sent, the TL will log into LMS and deactivate the corresponding account(s).
...