CONTEXT / SCOPE
This SOP is to be used when there is a client escalation; i.e. when there is a customer who is not satisfied with the services or products provided by MedTrainer. Escalations can be triggered when customers complain explicitly.
This document outlines the process to be followed by the CSM and TL in case of a customer escalation to avoid any possible cancellations.
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 | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...
The customer is upset/expresses unconformity/brings up an issue.
There is less engagement in communication and/or system use.
The account becomes past due.
There is reluctance from the customer to pay the account
An issue/problem is followed by unresponsiveness.
The customer asks to speak to someone higher up within the organization.
The customer wants to downgrade (remove a product/module or additional users, ultimately to invest less).
Churn Codes
To further understand the reasons behind escalations, please read below. This is accurate churn coding for escalation cases that allows us to interdict churn risk early, and understand where customers are having trouble.
...
Escalation/Cancellation Reason | Churn Reason (Escalation/Cancellation Reason) | Description | Secondary Reason - multiselect listStaging |
Product-Related | Feature Gaps | Missing features that the customer requires. |
|
Service-Related | Support Issues | Problems with customer service or technical support. |
|
Price-Related | Pricing Issues | Customer finds the pricing too high or not value for money. |
|
Customer-Related | Company Changes | Organizational changes affecting the customer’s needs. |
|
Competition-Related | Competitor Switching | Customer switches to a competitor’s product. |
|
...
Escalation Conditions
To handle and ideally solve these kinds of escalations, please follow the steps below:
...
If the escalated account has the FMC service, request your respective TL to create an escalation slack channel, in order to keep the FMC team informed about the escalation details, even if they aren't related to the FMC product itself.
In the Slack Channel, provide the following account details:
Account Name
Account MRR
- SF link to the account
Reason for escalation
Escalation case number
Creating an Escalation Case
There are two possible ways an admin can escalate. Regardless of which one, the receiving party must create a SF Escalation Case:
...
Once you create the case, this is the case number you will need to have on hand:
Working the Case
Once the escalation case is created the CSM and TL must follow the process below:
...
Resolution Approval (Accounting): The Accounting Department will be the one to deny or approve the resolution offer.
If approved, the status will update to approve
If denied, the status will update to denied
Special Mention: Explicit Escalation
When the customer escalates (i.e. they have explicitly complained), schedule a meeting with the Customer and TL within 24 hours. If the accounts are unresponsive, before deciding the resolution, we must try to contact them for at least 10 consecutive days in the following structure:
...
Escalated accounts cases in Salesforce need to be updated daily, filling in the “Escalation Notes” section, using the following structure:
❗ If responded and needs finance approval:
Following Up
If the customer does not accept the resolution presented, the TL will renegotiate and review it again in the weekly finance meeting.
...