CONTEXT / SCOPE

• Recommendation of any business comes through contacts and connections. The purpose of this SOP is to establish a standardized process for managing customer references within the Customer Success Operations department. It outlines the procedures to be followed for sales teams to request references of satisfied customers from our organization, and for the CS Operations team to provide those. 

• This SOP applies to all employees within the Sales and Customer Success Operations department who are responsible for managing customer references. 

• Lastly, it covers the process from the initial request for references to the final delivery of reference information to the sales teams.

IMPACTED TEAMS

• CSM Team

• 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.)

• RSM - Regional Sales Manager

• SF - Salesforce

• TL - Team Lead

TABLE OF CONTENTS

Acquiring References

Great quality, world-class service takes our business a long way. As CSMs, it is part of our duty to identify customers that would willingly promote MedTrainer, meaning they are satisfied with our service and product. Customers that become our References are ready and will, on their own accord, recommend medtrainer to their peers or contacts. These then become potential customers. Once an admin confirms to you that they agree to become a Reference, update the SF account accordingly:

• Go to the account in SF and click on “Details”

• In the first section of details, fill in the following

  • Enable the “Reference” checkbox.

  • Add the following:

    • “Main Reference Contact”

    • “ Reference: Last Verified Date”

    • “Reference Notes”

  • Enable the checkboxes for the products they will be a reference for (for example, if the account has Learning and Compliance, but are only willing to be a reference for Learning, only check the “Learning” box.

Open

Sales Reference Requests

When the RSM or any other Sales Department team member needs referrals of any  existing MedTrainer client to act as a Reference Contact to potential customers,  the RSM must create an SF case as follows:

• Locate the “Cases” item in SF platform, and click new case, selecting “Customer Reference Request” option, followed by “Next”

• Fill in the following information pertaining to the Prospect Account:

  • Subject - Enter “Customer Reference - Prospect Account name” 

  • Description - Enter all the relevant information regarding the reference you need, such as industry, size etc..

  • Opportunity Name

  • Account Name

  • Products interested in

  • Contact name

  • When do you need reference by

  • Priority

  • Type of Customer

Once the form is filled in and saved, an automatic email is sent by SF to the CS Operations Department, informing them about the case creation.

Reference Accounts: CS Ops Assignment Workflow

The CS Operations Department must review the case and change the case status to “In Progress” once they start looking for the reference account. 

1. In order to find the account that matches the request from sales, use the SF report named Active Customer References, which shows only accounts that were marked us “References” on the account level in SF by the CS team, and shows relevant data such as “Main Reference Contact” and  “Reference - Last Verified Date”

2. Once it is identified that account that is suitable to be a reference as per sales requests, fill in the following fields in the “Details” section of the case:

• Reference Approved Account

• Reference Approved Contact

• Which products does the reference use?

• Reference Request Notes

3. Change the “Status” to “Closed”, and then click on “Save”.

4. Once the case is marked as “Closed”, automatic email notification is sent to the user that created the case, informing them about that status change. Sales team (user that created the case) can then revise that case and find the reference details and contact that can be shared with the Prospect Account.

Go to the account in the SF, and in the details section mark the “Reference: Last Time Used” with the date the case was closed.