Client Situations
A client reaches out requesting a P1 escalation on a support case with the reasoning being that the case has not seen movement within the past 2 weeks. After reviewing the case, you have determined that this case does not fall under the P1 or the P2 criteria.
How would you respond to the client?
Internally- Determine if there is a Jira ticket associated with the support ticket. If there is, reach out to the Jira ticket owner & the owner's manager & ask for an update. If there is not an associated Jira ticket, reach out to the support ticket owner & the owner's manager.
Externally- Reach out to the client & explain that this case does not fall under the P1/P2 criteria. Attach the support case priority definitions document that outlines the support case priority criteria.
A client from California is approaching the end of their contract, which does not include an automatic renewal. What are next steps internally?
Internally- Reach out to the finance team to acquire the installation report. After receiving, build out the opportunity/quote & push through solution review & approvals so that the contract is ready to be processed as soon as it is signed.
Externally- Utilize this opportunity to touch base with the client & determine what products the client would like to renew & if there are any additional products that the client would like to include in their new contract.
Who is the "singer" of the Public Sector team?
Holly Rohleder
What is the opportunity/quote creation & submission process?
1. Create opportunity
2. Create quote
3. Attach supporting documentation
4. Submit for SR & approvals, & include supporting details in notes
5. Generate approved quote & send to client
6. After client signs the quote, submit & process quote under opportunity page
Name 5 Netsmart tools that are utilized within a CAE's every day work flows.
-Gainsight
-Salesforce
-ServiceNow
-Jira
-Workday
-Guardiant
-Netsmart Wiki
-Concur
-RFPIO
You have been reached out to by another CAE requesting that your client be used as a Bells reference as you are the only account owner within the Public Sector team that has a client who is live on Bells. You are unsure whether or not your client would be a good reference as your client had a pro-longed implementation due to a lack of resources both internally & externally.
What are next steps?
Internally- Let the CAE know that you will be touching base with the client as you are unsure whether or not this client would be a good reference. Determine internally if there are private sector clients that may be a good reference as well.
Externally- Inquire what the client's thoughts & opinions were on the overall project implementation before requesting to be a reference.
What are 2 ways to track a clients outstanding AR?
-Reach out to finance team
-Gainsight utilization
-Review invoices via Salesforce
Per Dennis Cunningham, what is our Public Sector #TeamSlogan
#aswego
What are 3 items that should typically be included when creating & submitting an opportunity/quote?
-SOW
-SR/approval submission notes
-Signed contract to submit/process
-LOE document
-Supporting e-mail chains
-Installation report
What are the 2 EHRs that are solely applicable to Public Sector clients?
During the 2024 Sales Celebration event, what team member dodged Dennis's hug in response to being called for achieving their 2024 numbers, to which Dennis responded in the microphone, "Well you just made that extremely awkward."?
Madison Shook
What are the 2 ways to track a project in Salesforce?
-Route through the applicable opportunity page
-Route through the "Project Consulting Projects (Read Only)" page
What is the official SCR process?
1. Confirm reasoning regarding why client believes that ticket should be escalated.
2. Ask for status update from support ticket/Jira ticket owner
3. Confirm with account owner's manager that ticket meets criteria to be formally escalated
4. Submit support ticket via SCR form & include reasoning as to why ticket needs escalated.
Name 2 reasons explaining why it is important to document ALL ITEMS when dealing with Public Sector clients.
Who are the two most tenured CAEs on the Public Sector team?
Blake & April
Who should be the first internal point of contact when acquiring an SOW?
Steve Evans
When is Dennis Cunningham's birthday?
a. July 18th
b. April 1st
c. August 24th
d. June 9th
c. August 24th
Name 2 of the items within a Salesforce opportunity with a current quarter close date that should always be up-to-date
-SPO
-Close Date
-Nexus Notes
-Quote Expiration Date
What is the LOE process?