Introduction
When customers experience prolonged non-compliance, it’s crucial to have a structured escalation process to ensure they receive the support needed to get back on track. Setting up escalation paths allows your team to address extended non-compliance quickly, involving the right stakeholders at the right time. This article will guide you in configuring escalation paths for non-compliant accounts, ensuring that critical cases receive high-priority attention.
Step 1: Define Extended Non-Compliance Criteria
Start by identifying the criteria that indicate extended non-compliance, making it clear when escalation is necessary.
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Missed Key Milestones: In the Onboarding stage, extended non-compliance might include missing critical milestones like completing account setup or initial training. Use Success Plans to monitor onboarding tasks and set triggers for escalation if tasks remain incomplete beyond a certain timeframe.
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Continued Low Feature Usage: During the Adoption stage, sustained low feature usage may signal that a customer is struggling to engage fully with the product. Use Adoption Explorer to track ongoing usage patterns and define thresholds for escalation if core features are underutilized.
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Repeated Missed Touchpoints: In the Renewal stage, non-compliance with essential touchpoints, like quarterly business reviews, may require escalation. Use Timeline to track engagement and identify customers who have missed multiple renewal-related interactions.
Step 2: Automate Escalation Triggers with Rules Engine
Automating escalation triggers with Gainsight’s Rules Engine ensures that prolonged non-compliance is promptly flagged without relying on manual tracking.
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Set Up Rules for Extended Non-Compliance Triggers: Use Rules Engine to create rules that automatically escalate cases when non-compliance extends beyond a defined period. For example, set a rule to trigger an escalation CTA if a customer has not completed onboarding within 45 days.
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Assign High-Priority CTAs for Escalated Accounts: Configure escalation CTAs to indicate urgency and assign them to senior CSMs or managers. Use CTA Priority Settings to ensure these accounts are prioritized for immediate follow-up.
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Send Notifications to Key Stakeholders: For high-impact accounts, set up email notifications to inform leadership or cross-functional teams about escalated non-compliance cases. Use Email Assist to ensure key stakeholders are aware and can support CSMs in addressing critical issues.
Step 3: Standardize Follow-Up Actions for Escalated Accounts
Establishing consistent follow-up actions for escalated cases ensures that each account receives thorough, high-touch engagement.
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Use Playbooks to Guide Escalated Engagements: For escalated cases, deploy playbooks that outline specific steps for CSMs and leadership to follow, such as arranging an executive call, offering additional resources, or providing a custom solution. Configure Playbooks to deploy automatically with escalation CTAs, ensuring a structured approach to extended non-compliance.
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Log All Escalation Actions in Timeline: Document each step taken to resolve escalated issues using Timeline, creating a complete record of actions and outcomes. This transparency promotes accountability and keeps team members informed of the account status.
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Schedule Review Meetings for Critical Accounts: For high-value accounts that have escalated due to non-compliance, hold review meetings with senior CSMs and managers to assess progress and refine strategies. These meetings ensure that all stakeholders are aligned on next steps and committed to getting the customer back on track.
Next Steps for Success
With escalation paths in place for extended non-compliance, your team can address critical cases promptly and ensure that each account receives the appropriate support. The final article in this stream will cover strategies for monitoring compliance trends and refining compliance practices based on ongoing data and feedback.
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