What is an Account Review?
Account reviews are designed to better understand what a client's current business needs are and create a wholistic plan of action to support them successfully and partner with them in the process. This is particularly helpful for clients that may have been with us for some time, are going through an impactful transition, or have new internal initiatives that relate to our products and services.
What is the process to request a review?
These requests should go through your manager to first determine if an account review is needed. Then it will be assigned to the appropriate individual or team that will be conducting the review. Once determined who will be doing the review, an introduction email should be sent to the client contact introducing the reviewer to schedule the review call. Service reps are encouraged to attend the call where possible.
What happens after the review is completed?
A summary of the review along with a plan of action will be relayed internally to the appropriate manager to determine ownership of action items. The same summary and action item list will be relayed to the client for transparency and clear communication.
What determines the success of an account review?
An account review is only as successful as the follow through on the plan of action. Ideally, this will mean we have communicated the right expectations with the client and followed through on what we said we would do. In the end, this should result in a wholistic and strategic service of the client's account, build trust, and take a proactive approach to their needs rather than piecemealing changes one ticket at a time.
Factors that might contribute to an account needing a review:
- Client was implemented a while back and are looking to utilize more of the system.
- Client's experience no longer aligns with current needs
- Client has a new system admin that is taking a whole new approach to how the system is being used.
- Client has a significant uptick in requests, but we don't have a wholistic picture of what they really need or are looking for.