Customer Success SOP - Inactive or Aged Customers
Last Service Date over a Year - Billing Update Form
In the Customer Success Flow there is a field that will populate when the last service date of the selected customer was over a year ago. If a Customer Success team member receives this alert, this is the process we will follow. NOTE: This SOP assumes that all other processes for the flow are followed as usual, this is an additional process to the existing SOP.
Verify the Customer record is correct, or if there are duplicates
Once verified, let the customer know our records show that it has been over a year since the last service date.
Ask the customer for the best contact and email for verifying the billing information for the company.
Send an email to the contact initiator (and/or the billing contact), and CC ar@locdoc.net
The email should look something like this:
RE: Scheduling Confirmation and Billing Update (SV222123) (Contact), This email is to confirm our scheduled site visit for (Date) at (Address) to (Work to be Performed). Our records indicate that it has been over a year since our last site visit, therefore we would like to ensure that our billing information is correct. Please fill out this online form to confirm billing address and preferences. If you have any questions or concerns please respond to this email or call us at 704-554-6121. Thanks!