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

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(blue star) 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.

(blue star) IMPACTED TEAMS

  • Digital CSMs

  • Core CSMs (Only if the assigned accounts are above 50 users, $500 USD MRR, or Standard/Premium Service Level)

(blue star) 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

RESOURCES

(blue star) TABLE OF CONTENTS

What are SMBs?

SMB stands for Small Medical 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:

  • Start-ups

  • Small team

  • Unfamiliar to compliance requirements

  • Limited Budget

These are the main characteristics of an SMB account within MedTrainer:

  • 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).

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.

This SOP will mainly pertain to Digital CSMs, but it may also involve Core CSMs if the assigned account falls under one or more of the following:

  • 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 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.

The steps below can be found in the SOP above, but are recapped here for emphasis:

  • 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 and date reminders of the dates for upcoming training sessions. Please use the Outreach SMB Onboarding Call Recap Email Template.

Please remind the customer that the link to the Customer Launch Kit will be attached to this email as well.

  • Once the OB call has taken place, Enter the date in the “Onboarding Call Completed Date” field located in the onboarding object in SF.

image-20240717-234745.png

Training Sessions

These training sessions will be provided the same way as when handling a Learning and Compliance account, following these SOPs:

The closing steps are also found in both training SOPs, however the closing steps are recapped here as follows:

  1. A Recap for the Attendees.

Once the training session has been completed, send a training recap email using the Outreach Training Recap Email Template immediately after the training session (or at least before the end of day), and fill in necessary information such as:

  • Participants

  • Modules

  • Pending Subjects

  • Relevant Links

  1. Our Customer Support Department

It is paramount to not only encourage, but reinforce the admin on the use of our Customer Support Department. Provide the contact information below:

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. 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 the SMB ACCOUNTS 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.

Simplified 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:

  1. Following point 1. Prior Steps in the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83cSOP, please fill out a SMB Adoption Checklist with 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.

To export the file for upload, download it as a PDF file, and make sure to enable the settings shown below:

image-20240717-235317.pngimage-20240717-235443.png

There is a section at the very bottom of the checklist, where you can add your admin’s feedback while presenting. This feedback should be included in the Adoption Object notes, but this is a suggested way to write them down during the meeting.

  1. 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.

  2. Once the meeting 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:

Is engagement consistent?  Consider the following scenarios:  

  • Increasing engagement: We are exceeding expectations, be it our service, our system, or the overall experience we are providing to the admin. This is the perfect time to:

    • Revisit any sales opportunities that surfaced since the last follow-up meeting. 

    • Evaluate and ask if the admin would like to be our reference. If they agree, update the Reference fields in the Salesforce account.

  • Decreasing Engagement: Are the admin’s needs still not being met? How can we match or, even better, exceed expectations? Touch base with the admin again regarding any of the following improvement scenarios:

    • CSM-Admin Relationship. Are we being more consistent with following up or providing assistance and responses in a timely manner? Do we have any pending tasks for the account that need to be taken care of?

  • The MT System:

    • Bugs. Check If the admin mentions any. If there are bug tickets being worked on, make sure to follow up with them to make sure they don’t stagnate.

    • Workflow Errors. This must be discussed and evaluated with the CSM Lead to see if anything can be requested to the Product and Development teams, as they have a pipeline.

    • Improvement and Personalization. These should also be discussed with the CSM Lead, as coordination with Product and Development is needed.

‼️ Provide the admin with realistic expectations for any of the cases above that apply.

  • Sales Opportunities. In this case, even though there might be some revenue loss,  a swap or focus on a different service could be a better fit for the admin’s needs, hence a better long term fit for our partnership with them.

  • Account Internal/Organizational Issues: These are mostly outside of our control. In this case, what can be done is coordination and effective communication with the customer, so they can set up realistic expectations with us on what we can expect.

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