CCC Template to Post in Salesforce Case
Re: [Customer Name]
What is the Request:
☐ Acquisition
Request legal documents showing acquisition and upload/drop in case.
☐ Billing Inquiry
Specify what is incorrect or requires correction on the current invoice and upload written request in case.
Overall Objective: Correct the invoice promptly, as many customers use auto draft payments and delays may require refunds if departments do not act quickly.
Process:
- Acknowledge receipt of request with customer.
- Reference KB for appropriate Genpac contact information.
- Tag the relevant Genpac resource in the case requesting information.
- If no response after 24 hours, tag again for status update.
- If no response after 48 hours, escalate by tagging EC Billing & AR Manager.
- Repeat escalation process every 24 hours as needed.
- Ensure customer is contacted (if appropriate) or provide requested information from the billing team.
- Close the case.
☐ Cancellation
A full system cancellation request.
Overall Objective: Attempt to retain the customer before cancellation. Involve the Account Manager immediately. Request written documentation from the customer specifying:
- Which system(s) do they wish to cancel (AB, MG, SO, Stages, SIMS)
- Desired cancellation date
- Reason for cancellation
- Additional information useful for product improvement
- Justification (paragraph justifying the credit or reason why we do not feel it is viable)
Process:
- Acknowledge receipt of request with customer.
- Verify account page for authorized contacts:
- If none, proceed.
- If authorized contacts exist, ensure the requesting contact is listed.
- If not listed, reach out to authorized contacts to gain permission to add them in Salesforce.
- Check applicable MSA for the account:
- Review Closed/Won Opportunities since 6/3/2024.
- Requests after this date require 90 days written notice, unless custom contract terms apply.
- Contract verification:
- Navigate to: Bold Group Projects → Documents → Contracts → All Documents.
- Check customer folder spreadsheet for current contract/license details.
- Reference the most recent contract for current terms.
- Contact customer to review request:
- Understand reasoning to assess if the account can be retained.
- Request written confirmation if not already provided.
- Inform Sales contact of the request and current contract terms.
- Document conversation.
- Reassign case owner to SalesOps and enable email notification.
- SalesOps determines legal needs and generates S&R.
- Send S&R to customer via DocuSign.
☐ Contact Information Update
Receive request via email (include Name, Email Address, and Phone Number) and upload in case.
☐ Credit
Explain reason for credit request (e.g., incorrect billing, product not live, technical issues, etc.).
☐ Reduction
A module reduction requested by customer.
Overall Objective: Specify which module is being reduced, the requested effective date, and obtain written request.
Process:
- Acknowledge receipt of request with customer.
- Verify account page for authorized contacts (same process as “Cancellation” above).
- Check applicable MSA and contract terms (same process as “Cancellation” above).
- Contact customer to review request:
- Request written confirmation if not already provided.
- Inform of current contract terms.
- Document conversation.
- Reassign case owner to SalesOps and enable email notification.
☐ Renewal
All renewals except QuoteWerks (QW) and QuoteValet (QV) go directly to Sales.
QW and QV renewals handled by Ops.
Note: Confirm the contact is an approved contact listed in the Related Contacts section of the account.
Customer Email Request Included:
☐ Yes ☐ No
(If “No,” do not send to Ops — request cannot be processed without documentation.)
Customer Request:
(Copy and paste description information from the case “Details” page below)
OPS TO FILL OUT BELOW
- Is the customer current on their account? ☐ Yes ☐ No
- If No, total due: $_________
- Master Contract or Latest Contract with MSA:
[Drop file here] - FE Date: ___ / ___ / ___
- Terms: ☐ MSA ☐ Special T&Cs
Action Items
- Billing: ___________________________________________
- Support: __________________________________________
- Ops: ______________________________________________
Lost RMR: $_________
