Purpose:
Section titled “Purpose:”The purpose of this process is to provide a clear, repeatable process for identifying clients that may need “extra care”, communicating their issues to the team and formulating a plan to restore the 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.
Section titled “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.
Account Administrator or Director of Operations: 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.
Process References:
Section titled “Process References:”- Image of process map (TBD). Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.