5. Offboarding (DS MA)

Owned by Former user (Deleted)
May 27, 2020
4 min read

When the unthinkable happens, and a client wants to cancel their Digital Marketing Services, or even their website entirely, there is an escalation pathway that must be followed. We want to retain any and all clients that we can, so make sure you're doing your due diligence to hear your clients' concerns and address them appropriately.

Retention

When a client expresses concerns over the value of their campaign or informs their Account Manager that they're considering another marketing service, or states they wish to cancel their services:

Account Managers

The Account Manager will initially determine if the situation needs to be escalated to the Retention Team (Amy/Anglee), a Team Lead, or their Department Manager, then:

  • Immediately create a Change Request in the CRM
  • If escalating to the Retention Team, add a Save Attempt to their Change Request
  • Reach out the MA Specialist if additional information is needed for the retention call


Retention Team

Based on the outcome of the retention call:

  • Amy or Anglee will update the Change Request
  • Amy or Anglee will submit the Change Request for approval (NOT the Account Manager)

Approval

  • Once submitted, the change request first goes to Jeremy Bliesner for approval
  • Once approved by Jeremy Bliesner, the change request is sent to Dustin Hunter for approval
    • If a credit needs to be issued, the change request will then be sent to the Finance Team for approval
  • Once approved by Jeremy Bliesner and Dustin Hunter, the change request is sent to the Accounting Team for processing, updating records, etc.

Digital Marketing Operations Team

Once the change request is approved an email is triggered in the CRM and sent to a distribution email list that includes the Digital Marketing Operations Lead as well as all Digital Marketing Leads and Managers:

  • The email contains a link to a task that consolidates the product change notes from the CRM
  • The Digital Marketing Operations Lead reviews the email then forwards the email to the MA Specialist
  • The Digital Marketing Operations Lead adds the client to their Planner Sheet, tracking cancellations and pauses
    • Remind the MA Team about the cancellation as we get closer to the effective date


Retention Resource


Cancellation / Contract Pause

When a client wants to cancel their contract, pause their contract, or otherwise change their contract (usually to reduce their overall budget) the following must occur:

Account Managers

  • Immediately create a Change Request in the CRM (if one has not already been created)
  • Reach out the MA Specialist if additional information is needed for the retention call
  • If the Retention Team was not involved the Account Manager will submit the change request for approval

Retention Team

Based on the outcome of the retention call:

  • Amy or Anglee will submit the change request for approval (NOT the Account Manager)

For a cancellation:

MA Team Lead or MA Department Manager

  • Update the MA Client Tracker to reflect the cancellation date
  • Remove the canceled client from the MA Client Tracker at the appropriate time

For a contract pause:

MA Team Lead or MA Department Manager

  • Update the MA Client Sheet to reflect the client has paused

MA Specialist

  • Confirm end pause date with Account Manager
    • If no end pause date established, work with the Account Manager to set one, as well as a reminder for un-pausing!

Approval (for cancellations and contract pauses)

The approval process for for cancellations and contract pauses is the same as the process for retention, please see above

Digital Marketing Operations Team

Once the change request is approved an email is triggered in the CRM and sent to a distribution email list that includes the Digital Marketing Operations Lead as well as all Digital Marketing Leads and Managers:

  • The email contains a link to a task that consolidates the product change notes from the CRM
  • The Digital Marketing Operations Lead reviews the email then forwards the email to the MA Specialist
  • The Digital Marketing Operations Lead adds the client to their Planner Sheet, tracking cancellations and pauses
    • Remind the MA Team about the cancellation as we get closer to the effective date
  • The Digital Marketing Operations Lead will update the account status in the CRM to reflect the contract pause or cancellation.


Cancellation / Contract Pause Resources


Offboarding

For contract pauses, the client should not be removed from any tools or services. The offboarding procedures should only be followed for clients who have canceled either their Digital Marketing Services or left the Dealer Spike platform entirely.

Digital Marketing Operations Team 

  • Update the DigMS Offboarding Sheet with the newly cancelled client's information

MA Team Lead or MA Department Manager

  • Remove cancelled client from the MA Client Tracker
  • Remove the cancelled client from the Belize Tracker

MA Department Manager

  • Final export from SharpSpring of the dealers' email list
  • Send final email list to the appropriate Account Manager
  • Deactivate SharpSpring account


Offboarding Resources


With Offboarding (DS MA) completed, you've finished your journey through the MA Project Life Cycle! Click here to navigate to the Dealer Spike (MA) home page on Confluence.