TABLE OF CONTENTS

Detecting the Problem

The Customer Success Operations Department and the Marketing Department work together when reaching out to admins, especially when it comes to massive updates, invitations to webinars, etc.  If any issues from admins are brought up by admins regarding these mass communications, please read below:

Escalations

Whenever an admin escalates or expresses their concerns about this matter, that could look similar to the following:

Open

Open

Stating the Purpose of Mass Communication

When issues as the ones above are made known to you, please make sure to state the purpose of said communication

Target Audience Specifics

The parameters below may vary depending on the goals of each mass communication sequence:

• The subject: webinar invitations, system updates, etc.

• Who we contact: mainly admins and super admins

Important Questions

Make sure to inquire about why this is a problem, just to get the full scope of the situation:

• Remember this is a great upselling opportunity, as communication like this may give you the chance to pique their interest in our other services, hence expanding their contract. You can reply with statements similar to: 

  • “That is exactly why I invited you and your team to join! I want you to see all that our credentialing software can do to improve your current processes.”

  • “Would you mind putting me in touch with the person who handles credentialing at your organization?”

• Do not refrain from replying to these admins, one of the worst things to be done is to leave these  (or any) clients without a clear answer or understanding of the situation.

• After stating the target audience specifics above, and if the admin hasn’t mentioned the reason of the problem already, ask them why they would prefer not to receive those emails, as it could be due to:

• The subject matter is not aligning with their team goals.

• The admins expressed they are not interested in the subject matter.

• The business does not need/cannot afford further services to be added to their contract.

• The contact points for said messages are different.

• They have not updated their employee rosters in LMS and outdated contact points are receiving the messages.

• If contact points need to be different, please confirm:

  • Who needs to be removed from massive communication, especially if they’re in admin/super admin level in LMS.

  • Who needs to be added or updated. This is a great opportunity to obtain prospects/POCs that are more relevant

The Next Steps

Troubleshooting and Documentation

If any prospects need to be updated or added/removed, confirm:

• If they are already added in Salesforce as a contact.

• Check their LMS account:

  • Is the person a user?

  • If yes, do they have admin/super admin status?

  • If yes, are they active/inactive/terminated?

Once you confirm the information above, and the admin has stated that said people should not be contacted massively, discuss with your leads to confirm if those contacts should be removed from further mass communications definitely. Do this especially if in doubt of how to proceed. 

If only one person or a couple of people needs to be marked as “do not contact”, please follow these steps:

• Go to the SF account and then to the Contacts section:

• Click on the name of the person that you need to stop contacting:

• Go to the “Details” tab and mark the “Do Not Contact” checkbox:

If the account in its entirety needs to stop being contacted by Marketing and Sales, please mark them as “Do Not Contact”. Mark the date and notate the reasons why. This can be found in the Details tab of the Salesforce account:

After completing the actions above, it is important to notate and document each case in the https://docs.google.com/spreadsheets/d/1QQvi6sR1_4uA4XJlSmFjbwUMDAC0fb0i7qKpUIAlrIw/edit#gid=0 spreadsheet, to avoid losing visibility for current and future situations.