At Risk Communication

Objective: To ensure timely and consistent follow-up on accounts that meet the At Risk criteria, preventing unnecessary churn and facilitating sales engagement.

1. Qualification Criteria for At Risk Status: An account will be marked as "At Risk" if it meets the following conditions:

• It has been 30 days since the Close Won opportunity date.
• The account has received 12+ calls and 10+ SMS/Email communications.
• The Feed in Salesforce has been notated with all communications

Once both criteria are met, the account status can be updated to At Risk.

2. Duration of At Risk Status:

• An account can remain in At Risk status for up to 30 days before further action is taken.

3. Follow-up Procedure for At Risk Accounts: Once an account is placed in At Risk status, the following actions must be taken:

1. Communicate the At Risk Status:
   • If a Payments Deal Type -
     • Post the details of the At Risk reason in the designated Slack thread #Quilt-Payments-Onboarding-at-risk
     • @mention the assigned sales representative to notify them of the status.
   • If the deal type is NOT Payments, and the EU has an open Guide CX project with an Implementation Specialist assigned -
     • Slack the assigned IS directly
2. Follow-up Efforts:
   • Attempt to engage the relevant party (sales or IS) at least three times if they are unresponsive.
   • Document all follow-up attempts in the feed in Salesforce
3. Monitoring Period:
   • If the account has remained in At Risk status for 30 days, it will be eligible for closure.

4. Closing an At Risk Account: If the following conditions are met:

• The account has remained in At Risk status for 30 days.
• The required follow-up actions have been taken, including posting in Slack, tagging the sales rep, and making three follow-up attempts.