Eenterprise Account-level Escalation Management process

Escalation management

Use the Account Escalation Management process when an enterprise account has been deemed "at risk" due to multiple issues and requires special attention to help save or retain the account. A request to add an account to the Account Escalation Management program can come from multiple sources, including:

• Customer Sr. Management
• Customer Care Leaders
• Customer Success Managers
• Sales representatives
• Consulting teams
• Executives

Account escalation criteria

To determine whether an issue should be managed at the account or transaction level, the support manager considers the following indicators:

• Multiple issues with a single product
• Multiple issues with a single account, such as product bugs, latency issues, or service disruptions
• Very high visibility within Adobe leadership
• A new deal or renewal is at risk
• The issue has significant financial impact and legal involvement

If one or more of these indicators are present, the support manager determines whether to manage the issue as an account-level escalation. The support manager is also expected to use their judgment based on the severity of the issue when determining whether an escalation should be handled at the account level.

Escalation update SLA

Update format

All escalation updates must include a timestamp.

Example

Date: MM/DD

Update description: Summary of the latest status and progress

Remediation plan

The support manager will create a remediation plan once the underlying cause of an escalation has been identified and the support manager and relevant stakeholders agree on the next steps.

• Create an action plan with specific action items at satisfy the exit criteria, including a timeline and clear responsibility for each. 
• if necessary, set up status calls with the people involved in an escalation
• Update RightNow with the Action Plans

It's important to establish the success criteria at the start of the engagement. After gathering the initial assessment data, the support manager must define a clear, achievable recovery goal. Agree on specific actions with the customer and internal stakeholders; avoid vague or open-ended commitments.

Communication cadence

Throughout the escalation cycle, the support team keeps the customer informed with regular progress updates. The support manager also provides ongoing status updates to internal stakeholders, including periodic status calls and email communications.

Escalation closure

Close an account escalation when it meets the success criteria defined in the remediation email and the relevant stakeholders agree that the issue is resolved. After the escalation is closed, the support manager needs to send the issue summary to the stakeholders and devise the root cause analysis and corrective actions.