Articles
Customer Meeting Facilitation & Summary Email Standards (Internal Use)
Purpose
Define how CSMs prepare for, facilitate, and follow up on customer meetings so every call is efficient, documented, and action-oriented. This ensures consistent customer experience and reliable internal handoffs.
Scope
App...
Customer Communication Standards - CSM
Purpose
This article defines the communication standards the CSM team follows when engaging with customers. The goal is to ensure clarity, consistency, and empathy in all interactions, while holding ourselves accountable to timelines that match...
Creating a Settlement and Release Document (CSM)
Overview
A Settlement & Release Agreement (S&R) is used when Bold Group agrees to release a customer from certain financial or contractual obligations, which may include a cancellation, refund, credit, write-off, or other negotiated settlemen...
CCC Template to Post in Salesforce Case (CSM)
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...
How to Calculate Churn (CSM team)
What does churn mean for Bold Group?
In SaaS, churn represents the loss of customers or revenue within a given time period . For Bold Group, this needs careful definition because many customers use multiple products (e.g., AlarmBiller → Sedo...
Price Increase Template (CSM)
Subject: Regarding Upcoming Price Adjustment
Hi [Customer Name],
Thank you for reaching out and sharing your concerns. I completely understand how cost increases can be challenging.
The [X%] effective adjustment [Effect...
Understanding the MSA (CSM team)
This article provides CSMs with working knowledge of the Bold Group Master Services Agreement (MSA). While CSMs do not negotiate or interpret contracts, understanding the MSA helps us set accurate expectations with customers, recognize when to escal...
CCC Process for CSMs - License reductions, Cancellations, Billing inquiries
License Reductions
Acknowledge receipt of request with customer
Verify account page to check if there is flag stating authorized contacts
If not, proceed. If so, ensure contact requesting change is listed
Check what ...
QuoteWerks License Relinquishment Procedures
When a customer requests to relinquish some or all of their QuoteWerks licenses, the attached form needs to be provided to them to fill out and return to us. Once we have received their completed form, we return it to Julia Rivera at Quote...
CSM Contract Retrieval and Documentation Process
Purpose
This process explains how the CSM team should locate, verify, and use contract documents when working on customer records, including OAFs, SOWs, executed agreements, and related supporting files.
When to Use This Process
U...
Submitting a Question/Review to Legal
Once you determine Legal assistance is needed:
Gather all relevant details and supporting documentation related to the request.
Go to EverHub - Home
Navigate to Find-It and select Legal Request Form .
This will take you...
How to Create an Account Contact and Community Portal (Experience Portal) User
Experience Portal Configuration
The Bold Group Experience Portal (formerly Community Portal) can be found at https://boldgroup.my.salesforce.com/ . The portal is where customers can submit cases for support from Bold Group staff.
An ...
Initial Informaton Required for Customer Acquisitions
Purpose
To ensure acquisitions are processed accurately and efficiently, the following information must be obtained before evaluating or making any contractual, account, or billing changes.
Required Documentation
1. Proof of Acqu...
GenPact Contacts & Billing Systems
Activity
Sol Org
Product
Primary
Backup
Billing
Perennial
Managely, SedonaOffice, AlarmBiller
Amisha Vijay
Raunak Kir...