DME Enterprise Account Level Escalation Management Process

When an enterprise account has been deemed "at risk" due to multiple issues (i.e., and needs special attention in an effort to save and or retain the account, a request to be added to the Account Escalation Management program will be proposed. The initial request can come from multiple sources including the Customer Sr. management, Customer Care leaders, Customer Success Manager, Sales, Consulting, Executives…etc

Flow Diagram

Account Escalations Criteria

To distinguish between the Account and transaction level escalations, support manager will follow
the below suggestive guidelines -

• Multiple issues with a single product
• Multiple issues with single account i.e. product bugs, latency issues, service disruptions etc. 
• The escalation has very high visibility within Adobe leadership level
• New deal or renewal at stake. 
• The issue has high financial impact and has legal involvement

If one or more of the above mentioned is true, the support manager will have an ability to declare this is an Account level escalation. Also the support manager is also expected to use his/her judgement depending on the issue severity to declare any escalation as account level. 

Update SLA

Update Format - All the escalation updates must be accompained with time stamp. 

For example - 

Date - MM/DD

Update Description 

Account Escalation Record Creation

All relevant Account Escalation information will be entered into the following form https://ark.omniture.com/snapshot/critsitform.php

Remediation Plan

The support manager will create a remediation plan once the underlying cause of an escalation(s) has been identified and the support manager and concerned stakeholders are in agreement of next steps.

• Create Action Plan with specific action items aimed at satisfying the exit criteria with a timeline and whose responsibility is what. 
• If required setup status calls with the people involved in an escalation
• Update RightNow with the Action Plan(s)

It is important to establish the success criteria as the engagement begins.  Path to wellness is established after all initial assessment data is gathered and should be a clearly achievable goal and
not a long term action that is agreed by both parties (Internal/External).

Communication Cadence

Throughout the escalation cycle, the support will keep the customer informed and involved. This means the manager will send the regular updates on the progress made internally. This may also include regular status calls or email updates. 

Account Escalation Closure Process

An Account Escalation will be considered closed with consent from stakeholders if it meets success criteria defined in remediation email. 

Post 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.