CONTEXT / SCOPE
The purpose of this SOP is to outline the specific details and steps that need to be taken in order to ensure that SMB accounts are successfully onboarded and adopted.
IMPACTED TEAMS
Digital CSMs
Core CSMs (Only if the assigned accounts are above 50 users, $500 USD MRR, or Standard/Premium Service Level)
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
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TABLE OF CONTENTS
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What are SMBs?
SMB stands for Small and Midsize BusinessesMedical Business. In short, these accounts consist of businesses that are most likely fresh. An account categorized as an SMB could be under one of the following descriptions:
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Flat rate pricing of $250.00 dollars for up to 10 users.
Pricing moves to the rack rate at the 11th user.
CCSMs: Please keep in mind that regardless of your assigned segment, you may still receive an SMB account if the account details meet the criteria.
The SMB Starter Package
These account, though having Learning and Compliance, have the following particularities:
What is included?
Compliance
Learning
Onboarding Call and Learning and Compliance Training, provided by the CSM
Policy Manuals
Compliance Open Forums
What is NOT included?
Consulting Services
Document Customizations
Uploading of Documents
Course Development (additional cost)
Dedicated Account Manager (admin will be referred to Support for any issues).
If admins reach out to the CSM that onboarded their account for support, the CSM will assist regardless.
Account Assignment
These accounts will be assigned as usual Learning and Compliance accounts and generally be considered a Basic service level account. If the account purchases a Standard or Premium service, the tasks to be done vary depending on the purchased service tier. Review with your TL so it can be handled accordingly.
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Has over 50 users
Has an MRR value over $500.00 USD MRR
Has purchased a Standard or Premium service.
The Onboarding Call
The assigned CSM will be responsible for Onboarding the account. Please proceed with the onboarding call process as stated in the https://drive.google.com/file/d/1B1um-gXGcg_cElrG2rtLv2sdSfHSL4WA/view?usp=drive_link MT-CS-002: Onboarding for Learning, Compliance and Credentialing Software AccountsSOP. Keep in mind that there are some slight differences in the process, so please ensure to use the https://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=sharing presentation.
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Immediately after the call (or as soon as possible the same day), send the onboarding call recap email, which shall include the your Calendly link Outreach public calendar link (edited to the needed Adoption meeting type, to do this, please refer back to the MT-CS-014: Outreach Setup & Management SOP) and date reminders of the dates for upcoming training sessions. Please use the Outreach SMB Onboarding Call Recap Email Template.
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Once the OB call has taken place, Enter the date in the “Onboarding Call Completed Date” field located in the onboarding object in SF.
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Training Sessions
These training sessions will be provided the same way as when handling a Learning and Compliance account, following these SOPs:
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Note: Once all Learning and Compliance training sessions are completed, please send the admin the Outreach SMB Onboarding Completed Recap Email template, which also contains the Vimeo Overview Videos in the Guru Card.
Policy Manuals and Monthly Open Forums
Policy Manuals
The policy manuals that admins will use can be found at this link: Policy Manuals GD Folder: https://drive.google.com/drive/folders/1vYtcBsbE9LNqpNezafN611WZ-WELQs1T?usp=share_link . Please remind admins that they can either make a folder copy in Google Drive or download the whole folder to their PC, as stated in Slide 8 of theSMB ACCOUNTShttps://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=sharing presentation.
Open Forums
This is covered in Slide 9 of the presentation above; however, these are the characteristics:
These consist of 30-min Compliance Discussions with peers, as well as Q&As.
They will take place every 1st Thursday of the month
Invitations to these meetings will be sent via email.
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Adoption
SMB Account Adoption will be similar to the 2nd Adoption Stage (90-day adoption) in the MT-CS-003-04 Adoption SOP in the SOP Folder (CSM Access). Here are the steps to follow:
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CCSMs/SCSMs: Please follow the process specified in the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83cSOP.
DCSMs: Please follow the process stated in the MT-CS-020: Digital CSM Master SOP
Regardless of your segment, please fill out a SMB Adoption Checklistwith the same criteria, but just regarding the Learning and Compliance Modules. Please make sure to make your own copy of this document, and avoid altering the original file. Since you will be including your admin’s feedback, it is better to upload the form right after the meeting takes place.
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To export the file for upload, download it as a PDF file, and make sure to enable the settings shown below:   |
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Make sure to have the meeting scheduled to take place 60 days after Onboarding is completed, following the steps found in the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4159504610&draftShareId=12f6a5fa-018f-4afb-8a48-51ae87f171a8 SOP.
Once the meeting(s) takes place, make sure to ask probing questions, and take note of what the admin is saying (these notes will be added under Adoption Notes in the Opportunity). The key points to consider are:
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