The document outlines a customer escalation program. It discusses the objectives of educating staff on escalation policies and procedures. The goals of the escalation program are to provide structure, clear communication, and a resolution plan for escalated customer situations. The escalation manager is Sonny Espinoza. Reasons for escalating a customer include unmet expectations, poor performance, and critical times like maintenance renewals. The escalation process involves requesting escalation, creating a case, and engaging teams to address issues and provide weekly updates.

1. CUSTOMER
ESCALATION
PROGRAM
SPEAKERS: SONNY ESPINOZA
DATE: 02/02/2009

2. AGENDA
• SESSION OBJECTIVES
• CUSTOMER ESCALATION PROGRAM
• REASONS WE WOULD ESCALATE A CUSTOMER
• COMMUNICATION AND TRACKING
• AVAILABLE RESOURCES
• Q&A

3. SESSION OBJECTIVES
• OBJECTIVE: TO EDUCATE YOU ON THE CUSTOMER ESCALATION
POLICIES AND PROCEDURES.
• ACTIONS - AT THE END OF THIS SESSION YOU WILL BE ABLE
TO:
• UNDERSTAND WHY YOU WOULD WANT TO ESCALATE A CUSTOMER
• UNDERSTAND THE PROCESS TO ESCALATE
• UNDERSTAND THE GOALS AND PRIMARY OBJECTIVE OF THE
CUSTOMER ESCALATION MANAGER
• KNOW THE REASON WHY WE ESCALATE A CUSTOMER

4. CUSTOMER ESCALATION PROGRAM
• GOAL: PROVIDE STRUCTURE, CRISP COMMUNICATIONS, A
RECORD OF AND A PLAN FOR RESOLVING A CUSTOMER
ESCALATION. PROVIDE ONE WAY TO HANDLE ESCALATED
CUSTOMER SITUATIONS.
• A CUSTOMER ESCALATION HAPPENS WHEN:
• THE CUSTOMER IS UNHAPPY
• WE HAVE NOT MET THE CUSTOMER’S EXPECTATIONS OR
DELIVERED ON OUR COMMITMENTS
• OUR PERFORMANCE IS NOT WHAT IT NEEDS TO BE
• WE ARE ENTERING A CRITICAL TIME WITH THE CUSTOMER (E.G.
MAINTENANCE RENEWAL, NEW BUSINESS, COMPLEX UPGRADE,
…) AND WE SHOULD GIVE SOME EXTRA ATTENTION
• SONNY ESPINOZA IS THE ESCALATION MANAGER

5. PROCESS TO CREATE AN
ESCALATION
• ANYONE CAN REQUEST A CUSTOMER ESCALATION BY CONTACTING THE ESCALATION TEAM.
• ESCALATION VIA ANY OTHER PATH WILL BE VECTORED THRU THE ESCALATION TEAM.
• ESCALATION MANAGER WILL REVIEW WITH EVP AND DIR. OF SUPPORT. IF NEEDED VP OF SALES TO
APPROVE.
• ESCALATION TEAM WILL CREATE A “CUSTOMER ESCALATION” CASE IN SALESFORCE.COM AND
CONTACT THE CUSTOMER.
• SOMEONE FROM THE EXECUTIVE TEAM WILL CONTACT THE HIGHEST LEVEL PERSON AT THE
ACCOUNT TO SHOW EXECUTIVE COMMITMENT.
• ESCALATION MANAGER WILL ENGAGE THE APPROPRIATE PEOPLE THROUGHOUT CSI TO PUT A
RESPONSE PLAN IN PLACE.
• ESCALATION MANAGER WILL TRACK TO CLOSURE AND FOLLOW UP WITH THE CUSTOMER.

6. REASONS WE WOULD ESCALATE
A CUSTOMER
Customeris complaining about
chronic support response
problems.
Customerhas a new, untrained
ECMchampion.
Customeris planning an upgrade
across multiple releases without
PS support.
Customerhas a big deal pending
and has a large number of support
cases open.
Customerhas a case open formore
than 30? Days or has > 5 open
cases.
Customeris complaining about
promises made by CSI that are not
being fulfilled.
Customer has not called Support
in over 60? days.
Customer expresses a lackof trust
in the data reported by ECM.
Customer opens one ormore high-
impact issues, but tells us they do
not have time to workthem.
We have exceeded the expected
time frame for case closure (based
on SLA).
Customer has several open issues
and a pending maintenance
renewal.
Customer has significant product
problems.

7. COMMUNICATION
• TRACKED IN A SALESFORCE.COM ESCALATION CASE
• WEEKLY UPDATES TO:
• EXEC STAFF
• PRODUCT GROUP STAFF
• AM/SE
• RVP
• CUSTOMER

8. AVAILABLE RESOURCES
SONNY ESPINOZA | MANAGER, CUSTOMER
ESCALATION
TEL: ---.---.---- | CELL: ---.---.----
Sonny z

9. QUESTIONS & ANSWERS

10. QUESTIONS & ANSWERS