STEMMONS Check ins

Check ins

It is very important that a Company maintains constant contact with their clients. Checking in with them on a regular basis a  great way to maintain contact and ensure that they are happy with the service being provided to them or see what area could be improved. Central will manage this process by periodically assigning account managers cases to check in with their clients from time to time and correct any problems the client might have.

User Experience:

  • CAST creates a case to check in and assigns to account manager at a predetermined recurring time
  • Manager consults Standards for proper client check in procedure
  • Manager physically visits with client, if possible and receives feedback
  • After meeting, Manager completes Quest form with check in results
  • Results of check ins are reported for Supervisor to review
  • Anything result that is not up to Company Standard according to Quest form creates a case in order to meet standard
  • Status of follow up cases are reported on for supervisors to track progress and create any additional necessary cases for their employees

Functional Setup:

  • CAST must be configured to create cases at a predetermined date 
  • Check in and follow up case types must be created
  • Instructions on the check in process and Company client satisfaction Standards must be created and documented in Standards
  • Quest form must be created for check in results to be recorded
  • Reports must be created which display client check in results and follow up tasks status
  • Client entity type must be created and associated to their respective account manager

Best Practices:

  • Managers should not take a copy of the Quest form to check in with client, should make it seem like the check in is natural
  • If there is a problem with a client complaint, an additional check in should be scheduled to follow up on issue
  • Managers should review past check ins before meeting with client, in order for them to be able to follow up on any prior problems or concerns

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