Account Managers are assigned accounts based on market segment, which is determined by region and size.
Noting size is defined by:
Large (2000+ total employees)
MidMarket (100-1,999 total employees)
Small business (0-99 total employees).
When we pass to sales, we can find the relevant person by looking at the sales territories.
Find the Account Manager in Salesforce (SFDC)
Account exists, Sales assigned: Identify if the company is in SFDC; look up the email domain in SFDC global search. Note the Type field in the SFDC account record (Customer vs. Prospect). If prospect account is found, and Account Owner contains a sales rep, pass the ticket to the Account Owner listed using the Pass to Sales ZD macro.
Account exists, Sales not assigned: If the account is in SFDC, but there is no Account Owner listed, use the Sales Segment (Large, MM, Small) and Billing Address to determine which salesperson the request should be passed using the Pass to Sales ZD macro based on Sales territories.
Account does not exist: If the account is not in SFDC, respond to ticket with the New Sales Quote ZD macro.
Reasons to pass to Sales
ALTERNATIVE PAYMENT METHOD: a customer wishes to pay via method other than credit card
Workflow:
Confirm the paymemt method the customer wishes to use (wire, ACH or check)
Find the Account manager in Salesforce using the Find the Account Manager in Salesforce steps above
Chatter Sales and summarise the customer's request, ask for them to reach out
Respond to the customer with the appropriate macro
Apply the correct ticket form data, check the Escalated to sales box, assign ticket to yourself and set status to Open
PURCHASE ORDER / QUOTE: a customer wants to pay and has a PO or requires a paper quote or invoice
Workflow:
Find the existing opportunity or subscription (if renewal)
Find the Account manager in Salesforce using the Find the Account Manager in Salesforce steps above
Chatter Sales and summarise the customer's request, ask for them to reach out
Respond to the customer with the appropriate macro
Apply the correct ticket form data, check the Escalated to sales box, assign ticket to yourself and set status to Open
RESELLER: a reseller or reseller customer wants to make changes to their subscription or follow up on an order
Workflow:
Confirm the end-user and the reseller, by finding the account in Zuora
Find the Account manager in Salesforce using the Find the Account Manager in Salesforce steps above
Chatter Sales and summarise the customer's request, provide the reseller and end-user information, ask for them to reach out
Respond to the customer with the appropriate macro
Apply the correct ticket form data, check the Escalated to sales box, assign ticket to yourself and set status to Open
SELF-MANAGED UPGRADE: a self-managed customer wishes to upgrade their subscription to a higher tier and their current subscription is worth more than $1,000
Workflow:
Find the existing opportunity or subscription in Salesforce
Find the Account manager in Salesforce using the Find the Account Manager in Salesforce steps above
Chatter Sales and summarise the customer's request, ask for them to reach out
Respond to the customer with the appropriate macro
Apply the correct ticket form data, check the Escalated to sales box, assign ticket to yourself and set status to Open
DISCOUNT REQUEST: a customer is seeking a discount and their subscription is above the Starter/Bronze tier
Workflow:
Confirm their tier and the details of the discount requested, if they are not above Starter/Bronze or the discount request is unreasonable (use your discretion), explain that a discount is not available
If you are unsure whether a discount should be given, consult with the Account Manager first
Find the Account manager in Salesforce using the Find the Account Manager in Salesforce steps above
Chatter Sales and summarise the customer's request, ask for them to reach out if they confirm a discount is possible
Respond to the customer with the appropriate macro, set the expectation that a discount is not guaranteed and is at the discretion of the relevant approvers
Apply the correct ticket form data, check the Escalated to sales box, assign ticket to yourself and set status to Open
PRODUCT TRANSFER - a customer wishes to transfer from SaaS to Self-managed or vice versa
Workflow: To be confirmed
DOWNGRADE PLAN - a customer wishes to downgrade from their current tier to a differ tier (same product)
Workflow: To be confirmed
DECREASE SEAT COUNT - a customer wishes to renew with less seats in their subscription
Workflow: To be confirmed
Follow-up workflow for tickets which have been escalated to sales: daily, review the tickets which have been escalated to sales, requesting status and closing as possible.
(pro tip: create a personal ticket view where "Escalated to Sales" = checked, to pull these out into their own queue)
If no response in the Chatter thread, tag the manager
Ping in Slack #support_sales_escalation if ticket is urgent or the copy to the sales person was not answered
