CONTEXT / SCOPE

• This SOP is to be used when there is a client escalation; i.e. when there is a customer who is not satisfied with the services or products provided by MedTrainer.  Escalations can be triggered when customers complain explicitly.

• This document outlines the process to be followed by the CSM and TL in case of a customer escalation to avoid any possible cancellations.

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.)

• SF - Salesforce

• TL - Team Lead

TABLE OF CONTENTS

The Escalation Process

Escalations can be worked on to achieve a potential save. We can consider an account to be escalated if one or more  of the following is true:

• The customer is upset/expresses unconformity/brings up an issue.

• There is less engagement in communication and/or system use.

• The account becomes past due.

• There is reluctance from the customer to pay the account

• An issue/problem is followed by unresponsiveness.

• The customer asks to speak to someone higher up within the organization.

• The customer wants to downgrade (remove a product/module or additional users, ultimately to invest less).

Churn Codes

To further understand the reasons behind escalations, please read below. This is accurate churn coding for escalation cases that allows us to interdict churn risk early, and understand where customers are having trouble.

Escalation Conditions

To handle and ideally solve these kinds of escalations, please follow the steps below:

1. If an account is past due, please follow this workflow, as stated in the MT-CS-004: Retention and Upsell SOP.

   • Once the account changes to past due status in Recurly, Finance will have 14 days to reach out to the customer.

   • If after 14 days, the account is still past due, please create an escalation case in SF and let your TL know about the situation.

2. If the escalated account has the FMC service, request your respective TL to create an escalation slack channel, in order to keep the FMC team informed about the escalation details, even if they aren't related to the FMC product itself.

   • In the Slack Channel, provide the following account details:

     • Account Name

     • Account MRR

     • SF link to the account 

     • Reason for escalation

     • Escalation case number

Creating an Escalation Case

There are two possible ways an admin can escalate. Regardless of which one, the receiving party must create a SF Escalation Case:

• Customer Support may receive either an escalation ticket or a call.

• CSMs may receive either an escalation call, an escalation email, or a meeting invite from the admin.

Please follow these steps to create the SF Case:

1. Log into SF and go into the account in question.

2. In the Cases section, click “New” and select “Escalations”:

Open

3. Fill in the following fields:

   • Account name will automatically populate 

   • Add the Subject pertaining to the case (for example: Cancelation Request - Account name)

   • Add the Close Date

   • Add a Description in the following format: MM/DD/YY_Initials:Action (example: 04/20/23MM: Customer called support and asked to cancel his account)

   • Opportunity Name: Add the Escalated Opportunity or Opportunities 

   • Contact Name 

   • Add Escalation/Cancellation Reason

   • Add Escalation Directives: add only the exact action we are requesting from our finance department, in following format: MM/DD/YY_Initials:Action (example: 04/20/23MM: One more week, Customer unresponsive)

   • Add Products: Move the item(s) from the Available List to the Chosen Box

   • Click on SAVE

Open

Working the Case

Once the escalation case is created the CSM and TL must follow the process below:

1. When reviewing or updating the case, make sure you are in the details tab of that case:

   • You will see the details you have entered prior

   • In each step of the case you will see the role that is required to fill out the blank fields.

2. Schedule a call between client and TL (CSM)

   • Contact the customer and schedule a meeting between the client and/or the TL

     • If the escalation in question is a cancellation request, the TL will be the one contacting the customer directly.

   • Once the call has been scheduled, the CSM / TL will need to enter the date for the Call Scheduled For field:

3. Complete call with client and TL (TL)

   • After the client call, the TL will need to enter the Call Completed Date,

   • Also, the TL will enter the Resolution Offered discussed among client and TL + CSM

   • The Escalation Status will be updated to Waiting Approval 

   • If Client can’t be reached (TL)

     •  If you reach out to the client 10 times, and no response has been made by the client, the TL will select the can't reach client (send final) box.

   • Click on Save

4. Resolution Approval (Accounting): The Accounting Department will be the one to deny or approve the resolution offer.

   • If approved, the status will update to approve

   • If denied, the status will update to denied

Special Mention: Explicit Escalation

When the customer escalates (i.e. they have explicitly complained), schedule a meeting with the Customer and TL within 24 hours. If the accounts are unresponsive, before deciding the resolution, we must try to contact them for at least 10 consecutive days in the following structure: 

• Use the templates found in the CCSM/SCSM Cancellation Request Template Collection:

Following Up

If the customer does not accept the resolution presented, the TL will renegotiate and review it again in the weekly finance meeting. 

• If a cancellation is inevitable, update the notes requesting to send the final depending on the customer's reply and TL will review it in the weekly finance meeting.

• Lastly, wait for finance confirmation to disable the account in LMS .