Purpose:

To establish a consistent process for managing payment opportunities that are more than 30 days past the "Close Date", ensuring they receive appropriate attention and communication until they are either resolved or closed out after 60 days.

Scope:

This SOP applies to all Implementation Specialists handling payment opportunities that are 30 days past the "Closed Won" stage.

Step 1: Identify Opportunity Age

1. Locate the Opportunity Closed Won Date:

   • On the account level under “Opportunities” locate the Payment opp and the “Close Date”

   

2. Determine Age of Opportunity:

   • Calculate the age of the opportunity from the "Close Date" to the current date.

Step 2: Communication Cadence

1. Initiate Communication:

   • Contact the customer immediately if the opportunity is identified as more than 30 days old.
   • Use a friendly and professional tone to re-engage the customer and discuss any pending issues/delays on

2. Follow Communication Cadence:

   • Implement the same communication cadence as used for new payment opportunities. This includes:
     • Initial contact (phone/email) to confirm the status and any issues.
     • Follow-up emails/SMS or calls every couple days to ensure consistent communication.
     • Schedule

3. Log All Communications:

   • Record all communication attempts and customer responses in Salesforce Payments case under next steps.

   

   • Ensure detailed notes are added to each log entry for future reference.

Step 3: Close Out After 60 Days

1. Review Opportunity Status:

   • At the 60-day mark since the "Close Date", review the opportunity's current status and any ongoing issues.

2. Final Communication Attempt:

   • Make a final attempt to contact the customer via phone and email.
   • Clearly communicate that the opportunity will be closed out due to inactivity unless further action is taken by the customer.

3. Close Out the Opportunity:

   • If no response or resolution is achieved by the end of the 60th day, proceed to close out the opportunity in Salesforce.
   • Update the opportunity status to "Closed" and the “Closed Reason”

   

   • Note the final outcome in the “Next Steps” Field