Client Escalation Template

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Customer escalations can either spell disaster or become an opportunity for teams to turn things around and provide an excellent experience.

With Vitally Project Templates, Customer Success teams can streamline the steps that need to be taken in the case of a client escalation. Whether there’s issues with the service, your product, or something completely out of your control, standardizing steps in a Project ensures that nothing slips through the cracks and customers are taken care of.

Celine Doumar, a Senior Customer Success Manager at Vitally, uses this Client Escalation Blueprint to ensure that her customers receive the right level of care and issues are resolved in a timely manner.

Preview of Blueprint

‍When to use a Client Escalation Blueprint

This Blueprint is ideal for Customer Success teams who have a Hybrid or High-Touch Customer Success model, where customers have a dedicated CSM or point of contact managing their partnership. 

In our Client Escalation template, we’ve included three main Milestones and various Tasks to help you quickly identify customer issues, loop in relevant stakeholders, and follow up to ensure customers are satisfied after the incident. This Blueprint also provides a great starting point for those who may not already have a process in place.

‍KPIs Impacted‍

• Net Revenue Retention (NRR) Rate
• Customer Satisfaction (CSAT) Score
• Net Promoter Score (NPS)
• Account Health Score
  

What data points or information will you need to complete or add?

Every organization’s escalation process will vary, so you’ll need to edit the Milestones and Tasks as needed. For example, if the escalation is related to a billing issue, you’ll probably loop in your Billing department and Head of Customer Success rather than your Engineering team. Or, you might have different Key Roles assigned to different parts of the escalation process.

‍How can you customize this for other use cases?

This Client Escalation Blueprint uses Vitally Tasks, Notes, Conversations, and Account Traits. All of these elements can be customized in the Vitally platform to fit your team’s needs. You can make these Project Templates as simple or detailed as you wish, and adjust them to fit the severity of the issue at hand.

Tip: Automatically alert the CSM when product usage drops using automated Risk Indicators. This way, teams can stay proactive and get ahead of scenarios before they become escalations.

‍Going beyond Projects

Beyond Projects, Vitally users have the ability to create Docs, Notes, Conversation Templates and much more to foster collaboration and productivity. Learn how more Customer Success leaders are using Vitally below!