CONTEXT / SCOPE

As we have an onboarding process for new customers, we should have an offboarding process for when they transition out of MedTrainer. The purpose of this SOP is to provide TLs with insight into possible offboarding scenarios, as well as the instructions and tools to handle each one of those effectively, without leaving any loose ends.

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

Possible Scenarios

Just as customers join MedTrainer, they unfortunately sometimes leave. This can be shown in three different scenarios:

• The customers want to cancel their contract immediately (buyout).

• The customers want to stop renewal of their contract.

• The account is past due, and the customer has been unresponsive.

To properly offboard an account, we must internally disable their MedTrainer account completely. However, before doing so, each scenario has its conditions to be met.

For a deeper understanding of these scenarios, their characteristics are stated below.

Cancellation Request

The TL will make sure to follow the process stated in the MT-CS-005: Escalations SOP. This scenario means that the customer wishes to terminate services and buy out the contract. 

Conditions:

• The TL will keep in touch with Finance, to make sure that the “Final Amount” email will be sent, so the customer can pay off their final balance. Once that is paid, the TL will inform their CSM of the account status, so the Offboarding process can begin, and for visibility.

• Notify the admin about the Offboarding Process taking place.

Non-Renewal Request

These are not requests for immediate cancellation, rather than to terminate services once the contract is over. 

Conditions:

• In the created SF Case, the TL will make sure that the account is set to “Bill till Payout”.

• The TL will confirm with Billing that the account’s Recurly auto-renewal billing is disabled.

• Notify the admin about the Offboarding Process taking place.

Unresponsive and Past Due

The admin has become or has been unresponsive for a while, and the account is past due. As soon as the account changes to “Sent to Collections” status, refrain from reaching out or replying to the admin. We are not supposed to maintain communication with them in any way once that happens. Likewise, account deactivation will be immediate, without sending an offboarding email.

Explaining Offboarding to the Admin

A detailed explanation of this process to the admin will avoid the following:

• Admins not using the platform after their contract is over.

• Any complaints from the admins about “lack of notice”.

• Any further misunderstanding.

• Admins losing important in-system data.

Emailing the Admin

For scenarios in points 1.1 and 1.2, the TL will send them an informative email, using the Customer Offboarding Email Template. If the conversation is in a phone call or a meeting, please provide the admin with the Customer Offboarding Instructions.pdf file.

These templates are meant to inform the admin about the offboarding process taking effect in 3 days, and instruct them on how to save any in-system data they have under their account before it gets disabled. There is a full list (by modules) letting  the admin know where they can save their data from. Edit the template depending on the services they have enabled.

Disabling the Account

The final step is to proceed with account deactivation. However, before that, take these precautionary steps

Recurly Billing Status

Follow these steps to determine what the billing status of the account is:

1. Log into Recurly

2. Look for the account in question.

3. As best practice, check their few invoices. Keep the following in mind:

   • How many invoices are past due?

   • What is the account's overall status?

Salesforce Cases

Confirm any final status details in SF following these steps:

1. Go into the corresponding SF Account, then the Cases section.

2. Open up the most recent case (preferably an escalation case that you are ideally working on). Consider the following:

   • Case Status

   • Escalation Directives

   • Has Billing added any notes?

     • If yes, does anything mention Collections, terms and conditions, “paid in full” or “bill till payout”?

     • If not, touch base with the Billing Department.

The LMS Account

The Billing Department will send an email to the TLs when an account needs to be deactivated. No further action from CSMs here. Once the email is sent, the TL will log into LMS and deactivate the corresponding account(s).