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Find the SOP you’re looking for under these categories:

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ONBOARDING

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The CS Ops initial everyday process:

📤 MT-CS-001: Account Creation and CSM Assignment

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Got a new account assigned to you? Here’s what to do:

🛳️ MT-CS-002: Onboarding for Learning, Compliance and Credentialing Software Accounts

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Have any training sessions coming up?

📚 MT-CS-003-01 Learning Training

✅ MT-CS-003-02: Compliance Training

📑 MT-CS-003-03: Credentialing Software Training

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ONBOARDING

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ADOPTION AND RELATIONSHIP IMPROVEMENTS

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Has Onboarding been completed? The next step is:

🌟 MT-CS-003-04: Adoption

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To save and expand our customer relationships:

📈 MT-CS-004: Retention and Upsell

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In a pinch with an account, or are they past due? Here’s what to do:

‼️ MT-CS-005: Escalations
💸 MT-CS-021: Delinquent Accounts: Payment Reminders and Collections

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For all admins that want to recommend us:

🫂 MT-CS-006: References

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ACCOUNT TASKS

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If your account has a Premium service level

📄 MT-CS-013: Standard and Premium Service Level Requests

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Did your admin purchase an HRIS integration or SSO Service? Here’s what to do:

💻 MT-CS-018: SSO Services and HRIS Integrations

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ACCOUNT TASKS

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OTHER TYPES OF ACCOUNTS

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For SMB accounts that have the special Compliance package:

⏩ MT-CS-007: SMB (Small Medical Business) Accounts

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If your customers are expanding their businesses:

💣 MT-CS-017: Franchise Accounts

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Does/will your account have FMC?

🔀 MT-CS-015: Hybrid Account Management and Transition

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If your customers are expanding their businesses:

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HAND-OFFS

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If you are going to transfer or receive accounts:

🔄 https://medtrainer.atlassian.net/wiki/x/BADo9w

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If your customers will leave MedTrainer soon:

📤 MT-CS-012: Customer Offboarding

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If you’re going on vacation:

🌴 MT-CS-016: Out of Office Hand-off

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HAND-OFFS

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CS COMPLIANCE

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To know what/how/why we will evaluate:

(star) https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4159537153&draftShareId=eb47c8e9-47f4-4a74-977e-bc515604a70f

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Never lose track of your emails, calls and meetings again!

🔎 MT-CS-014: Outreach Setup & Management

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ONBOARDING

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Any SOP, resource or document specific to a role will be linked here:

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DCSMs:

(blue star) DCSM Account View Layout

MT-CS-020: Digital CSM Master SOP

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CCSMs:

(blue star) CCSM Account View Layout

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SCSMs:

(blue star) SCSM Account View Layout

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New Hires!

MT-CS-019: New CSM Onboarding

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Need a bit more help?
Check out these User Guides:

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Does your client want to set up their account? Share this to give them a hand!

View file
nameInitial Organization Management Setup.pdf

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Remember that our https://support.medtrainer.com/home/whats-new/new-product-updates#h.swazv4d2qelq has many guides that our clients will find useful!

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FOR OUR CLIENTS

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FOR CSMS

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Need to set up a new account and know more about Organization Management? Check this out! (yes, this one is for you too 💙 )

Initial Organization Management Setup

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Are your clients concerned about our mass communication through (blue star) Outreach sequences? Here’s what to do:

Outreach Sequences and Contact Points 

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A pro tip is to dive into a https://support.medtrainer.com/home/whats-new/new-product-updates#h.swazv4d2qelq to stay on top of our platform updates and best practices!