CONTEXT / SCOPE

When the Onboarding Process for an account is completed (meaning all training sessions have been taken care of), the assigned CSM will be in charge of the Adoption Stage. The purpose of this SOP is to provide clear instructions and steps to ensure full adoption of the account, providing them with necessary tools, overviews, and periodically checking in with the admin(s). This method will also provide a more in-depth analysis of the account, which will aid in any future scenario with account statuses. Therefore, the CSM will address any knowledge gaps, further questions and overall level of satisfaction and comfort with not only the system, but the service altogether.

IMPACTED TEAMS

• Strategic CSMs

• Core CSMs

• 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

TABLE OF CONTENTS

Prior Steps

After an account is fully onboarded, the account goes into a grace period, in which the admin(s) will explore and ideally familiarize themselves with the MedTrainer platform. The Adoption Object creation will be triggered once the Onboarding stage is completed (in this case, when the training completed date is entered in the Onboarding Object)

Both CSMs and TLs will be receiving SF Notification Emails like the one below, for every stage of the Adoption Process:

Open

Data Collection

In order to prepare for the 1st follow-up meeting, prepare system usage data, considering the points below. Simultaneously, fill out the https://docs.google.com/spreadsheets/d/1sFDBETxsEFQgb1gGtoUO51cB7Ucyw-iPm8YkCEHAb3g/edit?usp=sharing , which will be reviewed with the admin during 2 following instances: 30 days and 90 days. This checklist is a dynamic fillable form which allows the CSM to fill in module-specific information, depending on the products and services purchased by the account. You will need to fill it out twice during the Adoption process.

• Account Specifics: Contact Information, MRR, Close Date, Contracted User Quantity^†, etc. This information can be found on Salesforce and Recurly. With User Quantity,  keep an early eye out for potential Additional Users, as this can be one of your 1st upsells with the account.

• Active Users: What does the account’s Employee Center show? (If there is an integration applied, make sure to confirm that employees are being synched accurately.)

• Module Usage: Are courses being assigned? Have documents been uploaded and assigned? It is suggested to run In-App Reports and check the Pending System Actions submodule under Organization Management.

• Key Points to Think About:

  • Is the admin exploring the system?

  • Did the admin make any changes in the Organization Management Module?

  • Is there any activity from users other than Super Admins?

  • What does the Admin Dashboard show?

Adoption Checklist Pre-Fill

The https://docs.google.com/spreadsheets/d/1sFDBETxsEFQgb1gGtoUO51cB7Ucyw-iPm8YkCEHAb3g/edit?usp=sharing contains 2 tabs, corresponding to the 30 and the 90-day stages. Please make sure to make your own copy of this document, and avoid altering the original file. You should only change the [Account Name], and use the checkboxes and light blue textboxes. Do not move anything else.

Open

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

Preparing the Meeting

After collecting the data, schedule a meeting with the admin(s). It is important to log the meetings into the SF account, and to make sure that Gong will record the meeting. Please use the Outreach Adoption - 30D meeting type. As soon as you have a set date, please fill in the Follow-Up Meeting Scheduled Date field in the Adoption Object.

If your admin would like you to schedule the meeting on a specific date and time, review Options 1, 2 and 3 sections of the Onboarding SOP.

• Option 1: Outreach Platform

• Option 2: Outreach Everywhere Extension

• Option 3: Google Calendar

If the admin hasn’t scheduled a training session yet, please send proposed times as shown in the Option 4: Gmail (Inserting Proposed Times) section of the Onboarding SOP.

We need to have the training sessions logged into the corresponding SF account, and confirm that the meeting also appears scheduled in Gong so that it can be recorded. You can check in Gong if your meeting appears once you click on the “View upcoming calls” section. It should appear if the process was followed. If this is not the case, please perform the following steps:

30-Day Follow-Up Meeting: 1st Stage of the Adoption Lifecycle

This first of two stages consists of a 30-minute meeting with the admin, where you will provide an overview of the Adoption Checklist results. The key focus points to consider are:

Engagement and Familiarity

How much is the user navigating and understanding the system? Is it becoming more intuitive for them? How is the admin feeling about it? Is there much system usage? If the answer is…

• Yes . The admin might be interested in other ways MedTrainer could help them. This opens a pathway to a more organic start for upsell discussions.

  • Upsells. What other services could help the admin? How can we interest them, if they are not already? This is the perfect moment to set the stage for potential upsells to be followed up on during the next follow-up meeting. For further reference, please consult sections 1.2 and 2 of the  MT-CS-004 Retention and Upsell SOP in the SOP Folder (CSM Access). 

    • Just to recap, make sure to double check the products acquired and the historic user/provider growth. Make sure to keep the following in mind:

      • Account details and background.

      • Contact and billing information.

      • Usage and engagement.

    • Make sure to keep the corresponding RSM posted on these details and upsell possibilities, to schedule necessary demos as soon as possible.

• No . This could be due to the following reasons:

  • Early Disengagement: Ask for feedback. What are the admin’s needs? 

Action: Improve what you can for the admin, especially if it is within reach. Make sure to take note of what the admin is looking for. No opportunities for enhancement should be wasted.

• Knowledge Gaps: These might have originated during the grace period. Action: Offer a system refresher to the admin.

• Internal situations: Reorganization, other company issues (e.g. not enough staff, still in the hiring process, etc.). 

Action: Coordinate with the admin and ask for possible timelines for re-engagement. 

Feedback

What does the admin have to say about the system? Focus on the following factors:

• Have any bugs or system errors surfaced so far?

• Were there any workflow issues or design flaws pointed out?

• Have any improvement suggestions been made?

Investment

This is normally consequence of engagement. Gauge the admin’s overall response to the system/service. Is it positive? There is a high possibility of them being interested in investing more in our services. This is a good opportunity to get them hooked on knowing more about what else we offer. For them, this may be a light conversation, but for us, it is the perfect opportunity to start building up our pipelines at a very early stage.

Proactive Listening

Let the admin know that what they have said throughout the meeting is important to us, by doing the following:

• When closing the call, summarize or paraphrase the main points and pain points discovered during the meeting, to ensure that both admin and CSM are on the same page.

Send a recap email within the same day of the meeting, with that same information, to make sure no information is lost, and that future follow-ups can be seamless. If you have discussed other products, services or modules with the admin, make sure to attach relevant one-pagers, videos, or information in the same email. Please use the Outreach Adoption 30-Day Follow-Up Meeting Recap Email Template.

Adoption Object Fields

Back in SF, go into the account’s respective Adoption Object and fill in the fields below accordingly If, for whatever reason, there was no follow-up meeting, please specify a reason below, and re-evaluate with your TL on how to fill that gap.

30-Day Adoption Checklist

Once the  https://docs.google.com/spreadsheets/d/1sFDBETxsEFQgb1gGtoUO51cB7Ucyw-iPm8YkCEHAb3g/edit?usp=sharing is filled, it is suggested to add the account name to the end of the tab name. Then, upload it in the Related tab of the Adoption Object.

Set realistic expectations

Is there anything we can do for the admin between the 30 and 90 days after onboarding to enhance their experience? If there is, make sure it is within our reach and power.

Keep in touch

The next scheduled follow-up with the admin will be in 60 days, so make sure to stay present. Try to have the next meeting at least with 1 week of anticipation. The TL will reach out to the customer via email, following the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#75-Day-Check-insection

90-Day Follow-Up Meeting: 2nd Stage of the Adoption Lifecycle

This is the final meeting with the admin (of the Adoption Process), in which the CSM will confirm relationship trends and patterns with the account. Before the meeting, the CSM will navigate the corresponding MedTrainer account to make another data analysis as stated in the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Prior-Stepssection Once this is done, please use the Outreach Adoption - 90D meeting type when scheduling the meeting. As soon as you have a date, please fill in the Follow-Up Meeting Scheduled Date field in the Adoption Object.

Make sure to fill in the second tab of the Adoption Checklist, and notice if anything has changed in the MedTrainer account. Follow the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Adoption-Checklist-Pre-Fill section to export and upload this new checklist in the Related tab of the Adoption Object.

Before the Meeting: Customer Sentiment Survey Preparation

This survey is only to be used with accounts that have a $1,000.00 USD MRR or higher. If your account does not meet this requirement, please disregard the survey. Make sure that the shortcut to your Customer Sentiment Survey form is in the https://drive.google.com/drive/folders/124E-pK6aoWeKacSRpTuUmGoqwCtHmIGO?usp=drive_link folder

Once you make a copy, copy the responder link and paste it in the Customer Sentiment Survey link field of the Adoption Object. You can send the link via email when you’re scheduling the 90-Day Meeting with the admin, but if they have not filled it out by that time, use this link to fill out the form with the admin during the meeting.

Consistency

You will also review the new Adoption Checklist results here. The main question to keep in mind  is: Is engagement consistency still there?

Yes.   This is a safe indicator that we are forming a stable partnership with the customer and their organization. Points to consider:

• Are there any sales opportunities/demos/negotiations in the works? If there are, this is the moment to close deals or have a straight answer on status.

• Would the admin like to become our reference? 

• Are the account main points of contact still the same? Or has staffing changed?

No. This is an indicator of a deep-seeded issue, as it’s already been 3 months since Onboarding Completion. 

• What is lacking/missing/ not “up to par”? Have we dropped the ball in any way?

• Is this a problem on our side or on the admin’s side? Remember to communicate with the admin, make probing questions, to get to the root cause of the problem. It might be amongst the following options:

  • The service is too expensive, or no longer cost-effective for the customer.

  • Practice Locations or administrative offices have closed.

  • Staff has significantly reduced.

  • The business never took off as intended.

  • The company has declared bankruptcy or has been acquired by a different organization.

  • The company is choosing to go with a competitor.

The Customer Sentiment Survey

This is how we will monitor consistency. Open the survey link you generated and, if the account hasn’t answered the survey before the meeting, fill out the form with the client (only for accounts with $1,000 USD MRR or higher). 

For no-shows/unresponsive/unavailable admins: If you could not fill out the Customer Sentiment Survey with the client during the call, leave the checkbox unchecked in the Adoption Object, and check it once you receive the survey response. After 7 days without a response, you will receive a SF email from CS Ops, reminding you to reach out to the customer using the Customer Sentiment Survey Reminder Outreach Email Template

Call Closing

When closing the call, apply the same process as specified in the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Proactive-Listening section.

• Send a recap email immediately after the meeting, or before the end of day at the latest. Please use the Outreach Adoption 90-Day Follow-Up Meeting Recap Email Template. 

• Include the main points discussed with the admin, for tracking.

• If any sales opportunities were discussed again, consider adding additional information if applicable. 

• If you were unable to respond the survey with the admin, please add the link you generated to the email template:

When closing the call, apply the same process as specified in the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513#Proactive-Listening section. To quickly summarize: 

• Send a recap email immediately after the meeting, or before the end of day at the latest. Please use the Outreach Adoption 90-Day Follow-Up Meeting Recap Email Template. 

• Include the main points discussed with the admin, for tracking.

• If any sales opportunities were discussed again, consider adding additional information if applicable. 

• If you were unable to respond the survey with the admin, please add the link you generatedto the email template:

Adoption Object Fields

Back in SF, go into the account’s respective Adoption Object and fill in the fields below accordingly If, for whatever reason, there was no follow-up meeting, please specify a reason below, and re-evaluate with your TL on how to fill that gap. 

If the admin agrees to become a reference, please select the “Yes” option on the dropdown, and check the “Send Reference Email” checkbox. Otherwise, select “No”. You will also need to paste the links to both surveys (if you haven’t). If filling in the Customer Sentiment Survey was not possible, refer back tohttps://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Before-the-Meeting%3A-Customer-Sentiment-Survey-Preparation

Main Objectives

90 Day Adoption Checklist

Upload the 2nd tab of the https://docs.google.com/spreadsheets/d/1sFDBETxsEFQgb1gGtoUO51cB7Ucyw-iPm8YkCEHAb3g/edit?usp=sharing in the Related tab of the Adoption Object. There should be one for each of the follow-up stages (30 and 90).

Reaching this point means that account adoption has been successfully completed on the CSM side.

Any pending items would be on:

• https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Reference-Check-In

• https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4135616513?draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c#Follow-Ups-from-CSM-TLs

Reference Check-In

We should check in with our references to see how they’re liking our service, and to check if they would still like to be considered a reference. Do so at this cadence:

• Accounts with 1K MRR or more - every 6 months

• For accounts with less MR - yearly

Follow-Ups from CSM TLs

The TLs will send an email the admins to:

• Instill more trust in MedTrainer as a business partner.

• Let the admin know we are keeping a close eye on their adoption process.

• Show presence from a higher-up point of contact in case of emergencies.

• Have a broader perspective and more context about their teams’ admins and account dynamics.

• Improve inter-team communication and mutual understanding during one-on-ones with CSMs.

75-Day Check-in

Using the Adoption 75-Day TL Check-In Recap Email Template, the TLs will revisit the following points with the admin

• Account Supervision.

  • What is the admin’s experience with the system so far?

  • Any issues or challenges?

  • Any feedback for us?

• CSM-Admin Relationship.

  • What is the admin’s experience with the designated CSM?

• Account Prospects.

  • What are your short-term and long-term goals within your organization?

  • How can we at MedTrainer help you achieve said goals?

  • Is the admin’s company expecting new hires soon? 

150-Day Check-in

Using the Adoption 150-Day TL Check-In Recap Email Template, the TLs will revisit the following points with the admin to see if anything has changed, and take note of any differences. The goal here is to see if results are consistent.

• Account Supervision.

  • Has the experience with the system improved?

  • Are all users up and running?

  • Any issues to report?

  • Any new feedback for us?

• CSM-Admin Relationship.

  • How has the relationship with the CSM progressed?

  • Any new feedback?

• Account Prospects.

  • What are your short-term and long-term goals within your organization?

  • How can we at MedTrainer help you achieve said goals?

  • Is the admin’s company expanding?

Rescue Plan

These are some guidelines to follow if an admin is doing the following:

• Showing disengagement during any of the previous stages.

• Expressing being displeased or underwhelmed with the service.

• Expressing that different expectations were set during the negotiation period.

• Showing signs of unresponsiveness.

• Escalates any issue that could lead to cancellation.

Explicit Disengagement

This is evident, and could be shown as one of the following scenarios:

• The admin expresses clear dissatisfaction.

• The admin escalates an issue.

• The admin asks for a supervisor.

Implicit Disengagement

This is trickier to pin down, as these signs are sometimes subtle. However, this kind of disengagement could be shown as one of the following scenarios:

• The admin becomes unresponsive

• The admin is responsive but keeps postponing meetings or calls

• User count goes down significantly.

• Admin Dashboard results stagnate, decrease or worsen.

Re-Engaging

Now, here are some suggested steps to take in order to de-escalate or re-engage:

1. Empathy and gratitude statements. 

These show honest willingness to help, and let the admins feel understood. You can try statements like the following:

• “Thank you for bringing this to my attention”

• “I appreciate your time”

• “I understand how you feel”

• “I understand this must be difficult/stressful for you”

• “Let me assist as best as I can”

• “I will take care of this for you”

2. Involving Sales. 

This might come in handy when admins don’t feel like they are getting their money’s worth or are willing to cancel. The following will need to be reviewed by the managers and the CSM Leads first, but they are suggested:

• Discounts

• Coupons

• 1-month Free

• Adding modules

3. Going above and beyond. 

These are actions or attitudes that make a service level extraordinary. 

• More follow-up meetings: check on your admins a bit more, especially if they are struggling with communication or system usage. 

• More responsiveness: Make sure to complete any admin requests as soon as possible. However, these of course need to be evaluated on priority level. If the presented issue or request will need more time, make sure to let the admin know that, and also that you are on top of the request.

• Periodical system refreshers: Not only will these help with making the admins feel more comfortable with the system, but this might also be the perfect time to provide system updates that they are not aware of.

4. The importance of Whitelisting. 

Please note that many of our newsletters may bounce back if the account’s technical department/specialist has not whitelisted our domain. Ensuring this has been properly done will help us avoid future escalations in that regard.