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

TABLE OF CONTENTS

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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.

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).

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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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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.

Info
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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2. 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.

3. 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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