Summary:
This document outlines the process for escalating customer support related issues to the account management team.
Standard Operating Procedure:
Support / Account Manager Escalation SOP
Process:
Agents will no longer communicate with Account Managers via Slack, Teams, or Email unless explicitly requested by management or per SOP. AM’s will utilize Jira to post updates in tickets where they are requested to follow up with someone from one of their accounts. All AMs have been added to Jira Service Desk and a custom ‘Account Manager’ field has been created for each of the support ticket queues (EBH, SS, PTO):
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Likewise, a ‘Regional Manager’ field has been created for each of the support ticket queues:
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In cases where an account manager needs to be looped in
There are two ways an account manager can be added to a ticket:
As a ‘watcher’ - for visibility
Tagged in an internal comment - escalated
For Visibility
Under various situations, AM’s will be added as a ‘watcher'; specific SOPs will dictate when this action is required.
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Escalations
In cases where a response from the AM is required, the agent will populate the Account Manager field with the AM for the Organization AND the Regional Manager Field . This information is available under the Org’s account in Salesforcewith the Regional Manager’s name. In cases where the Regional and Account Manager are the same (Paige, Davies, Chad, Joe), add James Lee will be added to the Regional Manager field.
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A custom ‘Account Manager’ field has been created for each of the support ticket queues:
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Likewise, a ‘Regional Manager’ field has been created for each of the support ticket queues:
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New statuses have been created to flag tickets where an account manager has been tagged. The ‘Waiting for Account Manager’ status is to only be used when a response is required from an account manager (per SOP).
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Ticket Priority will be assigned by the agent and will be automatically by issue type as defined in the SOP.
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When the ‘Waiting for Account Manager' status is selected, the AM’s name is populated in the Account Manager field, and the Priority is set, the ticket will populate in the Sales dashboard as an action item for the AM. Account managers will work tickets according to the ‘Priority’ status of the ticket.
In the event that the Account Manager does not respond within the required amount of time (outlined in the SOP), the agent will change the status to ‘Waiting for Management’. This will trigger an escalation to the regional manager. In cases where the account manager is the same as the regional manager (Davies, Chad, Joe, Paige) escalate to James Lee.
Request for AM response (per SOP):
Tag the AM in an internal comment in the ticket and leave specific notes regarding the request
Populate the ‘Account Manager’ field with the AM’s name
Populate the ‘Regional Manager’ field with the Regional Manager’s name (or James Lee)
Set the ticket Priority as outlined in the SOP
Change the ticket status to ‘Waiting for Account Manager’
Escalation to Regional Manager or James Lee (per SOP or at leadership request):
Change the ticket status to ‘Waiting for Management’
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Impacted SOP’s:
How to handle concerns from homeowners about their system installation Pre- PTO
How to Handle Social Media Complaints
Installer Unresponsive to Homeowner or Support
Processing EverBright New Partner Onboarding Requests
Processing "EverBright - Product Onboarding" tickets
Processing A New Channel Partner Request Ticket