Mission: In Progress? (Project Statuses)
A project will be updated to this status when the Klara PM has sent the initial request for a Kickoff Call via email
In Progress
The number of hours in which an intro email should be sent to a client after being assigned to a PC or PM.
48 hours
These date fields reflect the day that the client's first feature went live.
Initial Go-Live
AND
Product Delivery Date
To ensure a CSAT survey is sent, the Klara PM will update these areas of Salesforce
1. Add self to the Account Team as a Project Manager (PM)
2. Ensure project stakeholders are marked as "POC"
When submitting a new eForms case, the Klara PM will update the name of the case owner to...
Klara Implementation
A project will be updated to this status after a second attempt to contact the client with no response (2 emails and one phone call)
Awaiting Client Response
When a client no-shows a call, the Klara PM sends a follow-up email and calls the client on the day of the no-show.
This is the number of days after the initial no-show that the Klara PM will make their second attempt to contact the client.
Within 3 business days
The agreed upon and planned go-live date set by the client and the PM
The number of days in which a project can be closed if the Project Sign Off was sent but the practice has not yet signed off.
10
Firm
A project will be in this status once ALL products that they client has requested to be live are enabled
Post Go-Live
Supporting SOP:
The ModMed resource(s) who should be CC'd on the second attempt to schedule a Kickoff Call
(sent within 2 business days of the first attempt)
Sales Rep
Core Project Manager
Final Go-Live Date
Where a client's CSM Transition Checklist should be stored after the project is completed.
Upload to "files" within the Salesforce account
Twilio Messaging Service SID
A project will be updated to this status after 30 days with no responses and documented attempts to contact the client via email AND phone every week
Unresponsive
A client who has not held a Kickoff Call or responded for 55+ days will have their project closed. These details should be included in the health risk/reason notes on the project.
2. Hours expire on XX/XX/XX
This date field signals the first meeting with the Klara PM, and should only be entered once the meeting has occurred (i.e., not future dated)
Kick-Off
Assuming a client went live with all features on the same day, this is the average time (in days) that Post Go-Live monitoring should occur before holding a Project Closure Call.
14
When hosting a number in Twilio, this status indicates that the number is ready to be added to the client's sender pool
Hosting Complete
For Net New deals, a Klara child project will be updated to this status if the practice is confirmed to be canceling their ModMed implementation
Pending Cancellation
When attempting to engage a client, review Salesforce to see if the client is engaging with this resource (multiple acceptable answers)
1. Owners of open/active cases
2. Assigned CSM, Boost, PM
3. Active opportunities with the Sales team
The Estimated Product Delivery date will align with this date on the ModMed Order Form.
Billing Commencement Date
Generally speaking, the number of months after initial go-live that a client's service retainer hours should be set to expire.
6 months
These 2 settings must be enabled to ensure that Klara's appointment reminder data is visible to the client within ModMed
Appointment Reminder Status Updates enabled in EHR Admin
Klara Bidirectional is enabled in the client's Firm Admin setting