Purpose:
Section titled “Purpose:”To understand what criteria need to be met to consider a client extra care and what steps are taken to restore the client relationship to a healthy state.
Scope:
Section titled “Scope:”The health of our client relationships is everyone’s responsibility. Any team member can recommend a client be placed on extra care and depending on what corrective actions are needed any department could be involved and needed to restore the relationship to a healthy state.
Responsibility:
Section titled “Responsibility:”ALL Team Members: Can recommend a client be placed on the extra care list
vCIO and Director of Client Success: Responsible for approving a client be added to the extra care list.
Director of Client Success: Responsible for keeping Team updated on status of extra care clients.
vITM and vCIO: Responsible for determining the root cause of the client being added to the extra care list and taking corrective action on any concerns that may be related to their department.
vCIO: Accountable to assemble the appropriate team members to work with the vITM’s and other departments necessary to address any issues to restore the health of the client relationship.
Account Administrator: Responsible for documenting the analysis and resulting action items in the Client Pulse Sharepoint worksheet under the “Extra Care Tracking Info” Tab of the worksheet. Also responsible for marking the client “extra care” in Pzzle and documenting accordingly.
Service Desk Manager: Responsible for communicating to Service Desk Team if there are extra care clients and taking corrective action on any concerns that may be related to their department.
Project Team: Responsible for taking corrective action on any concerns related to their department.
Definitions:
Section titled “Definitions:”CST - Customer Success Team
A client is labeled “extra care” when a situation or relationship status has the potential to negatively impact our revenue or MRR with them.
In order for a client to be deemed extra care they must meet the following criteria.
- Frustrated messages from POC or client executive staff
- Service-desk related concerns
- Project-related concerns
- Communication concerns
- NOC concerns
- Hiring Internal IT staff
- Reducing staff due to market change (or other reason)
- Client has been purchased by another company (mergers & acquisitions)
Procedure:
Section titled “Procedure:”-
While anyone can recommend a client be placed on the extra care list it must be approved by the vCIO and ultimately the Director of Client Success. This determination must be made during the Monday CST meeting so the process for adding and removing a client from the extra care list is followed.
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Extra care clients are reviewed weekly during the CST Meeting. If a client needs to be removed from Extra Care it is also determined by the vCIO and Director of Client Success in the CST Meeting.
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The Account Administrator documents the details as to why the client was placed on extra care in the “Client Pulse” Sharepoint sheet under the “Extra Care Tracking Info” Tab as well as documents any instructions that the team needs to be aware of when providing support to assist with returning the relationship to a healthy state. After the CST Meeting on Monday these notes are then added to Pzzle under the Extra Care Tab.
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Team Communication: Clients being added or removed from extra care need to be communicated the entire team after the Monday CST Meeting.
a) Director of Client Success - Client extra care status is announced on the Tuesday Morning All Staff Huddle, with reason for status.
b) Department Managers - Client extra care status is also announced in Tuesday morning Team Huddles. Respective department heads to make this announcement to individual teams.
c) Friday Huddle Facilitator - Weekly update provided by Huddle facilitator on Friday morning All Staff Huddle.
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Actions for Resolution:
a) Once the extra care client is identified, the vITM & vCIO are responsible for determining the root cause of the issue. The root cause determines the actions we will take to correct the situation or relationship and bring their status back to normal/healthy. The vCIO’s are accountable to assemble the appropriate team members to work with the vITM’s and other departments necessary to address any issues to restore the health of the client relationship.
b) Root cause analysis needs to include:
- Specific reasons for issue
- Any relevant ticket numbers, documents, dates. This includes problem tickets that may need to be opened to document the issues.
- Clear steps of what we need to do to correct issue (what does done/success look like)
- Documentation: Analysis and resulting action items
c) Department Managers - Responsible for taking corrective action on any concerns that may be related to their department and reporting back to vCIO and CST Team.
d) vCIO and department managers to update CST Team in the weekly meeting with progress made on restoring account to healthy status.
Effectiveness Criteria:
Section titled “Effectiveness Criteria:”-
What measures are used to ensure the procedure is working or is complete? Client Pulse updated weekly by Account Administrator Account Administrator updates Pzzle as per the Work Instruction to add a client to extra care. Team is receiving communications weekly
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What records are required? Client Pulse Sheet Updated Extra Care Process Supporting documentation in Pzzle (tickets, problem tickets) Supporting documentation vCIO’s and vITM’s may capture.
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Where are the records stored? https://centrexdata.sharepoint.com/:x:/s/centrexit-cst/ER5kW6bcqD5LoD9bnxNuycgBzyjAOzMj89vXF7q_6snjrQ?e=MdPSb0
References:
Section titled “References:”N/A
- EXTERNAL only – i.e., industry best practices, CIS18, this is not for cIT internal references
Process References:
Section titled “Process References:”- Link to process map.
Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.