Workflow recommendations for Customer Escalations

  • 4 June 2018
  • 2 replies

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What workflow(s) does your company have in place for when a client escalates to the CSM's Manager?  We are re-imagining the process in Gainsight, and would love to hear how other companies leveredge the tools in Gainsight to answer these user stories.  Thanks for any help.

Best answer by ashvin_vaidyanathan_bdb196 5 June 2018, 21:39

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Angela, one of our Elements is basically focused on Risk Escalation Management. You can find a quick brief here

In addition, your CSM (Courtney) can explain this Element in more detail.
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Thank you for sharing, Ashvin.  It looks like the Gainsight recommendation is to have playbooks for the CSM for different scenarios and collaborate using a single Timeline activity with Tasks assigned to the CSM or CSM Manager as necessary.

I am interested how other Gainsight users have implemented these workflows.  What works best, and what did they find less than optimal.  When and how are these components leveraged?

I do plan to speak with Courtney after we have done some discovery sessions with the line of business and I have some concrete user stories and acceptance criteria.