TABLE OF CONTENTS

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The Customer Success Operations Department and the Marketing Department work together when reaching out to admins, especially when it comes to massive updates, invitations to webinars, etc.  If any issues from admins are brought up by admins regarding these mass communications, please read below:

Escalations

Whenever an admin escalates or expresses their concerns about this matter, that could look similar to the following:

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Stating the Purpose of Mass Communication

When issues as the ones above are made known to you, please make sure to state the purpose of said communication

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• The subject: webinar invitations, system updates, etc.

• Who we contact: mainly admins and super admins

Important Questions

Make sure to inquire about why this is a problem, just to get the full scope of the situation.:

• Remember this is a great upselling opportunity, as communication like this may give you the chance to pique their interest in our other services, hence expanding their contract. You can reply with statements similar to: 

  • “That is exactly why I invited you and your team to join! I want you to see all that our credentialing software can do to improve your current processes.”

  • “Would you mind putting me in touch with the person who handles credentialing at your organization?”

• Do not refrain from replying to these admins, one of the worst things to be done is to leave these  (or any) clients without a clear answer or understanding of the situation.

• After stating the target audience specifics above, and if the admin hasn’t mentioned the reason of the problem already, ask them why they would prefer not to receive those emails, as it could be due to:

• The subject matter is not aligning with their team goals.

• The admins expressed they are not interested in the subject matter.

• The business does not need/cannot afford further services to be added to their contract.

• The contact points for said messages are different.

• They have not updated their employee rosters in LMS and outdated contact points are receiving the messages.

• If contact points need to be different, please confirm:

  • Who needs to be removed from massive communication, especially if they’re in admin/super admin level in LMS.

  • Who needs to be added or updated. This is a great opportunity to obtain prospects/POCs that are more relevant

The Next Steps

Troubleshooting and Documentation

If any prospects need to be updated or added/removed, confirm:

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• Click on the name of the person that you need to stop contacting:

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• Go to the “Details” tab and mark the “Do Not Contact” checkbox:

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