When a client is considered high risk:

• Working with another 3rd party marketing company
• Expresses a concern/frustration about our program
• Asks for a copy of contract or an explanation of their terms or term date
• Mentions starting a new program
• Platform Access Removed
• Asking for Login Info for Platforms
• Noticing a new company gaining access or requesting access

Process:

1. Go to the account in Salesforce
2. Under ‘Related List Quick Links’ on the upper right-hand side of the screen, click ‘High Risk Cases’
3. Click ‘New’ in the upper right-hand corner
4. Fill in the High Risk Case Name field
5. Associate the High Risk Case with the proper account Subscription
6. Select a High Risk Reason
   
   1. Working with another 3rd party marketing company
   2. Expresses a concern/frustration about our program
   3. Asks for a copy of contract or an explanation of their terms or term date
   4. Mentions starting a new program
   5. Platform Access Removed
   6. Asking for Login Info for Platforms
   7. Noticing a new company gaining access or requesting access
7. Add all applicable notes into ‘High Risk Reason Notes’ section, log call/task, and chatter appropriate parties.
8. Click Save to create the High Risk Case
   
   1. This will automatically fill in the High Risk field on the account level in Salesforce
9. Establish a corrective plan of action with enhanced measures, if necessary, with your Supervisor or Team Manager
   
   1. Reference the Cancel & Non-Pay Process and Cancel Save Options SOP for strategy.
10. Add plan of action in the High Risk Case in Salesforce
11. Follow Up Plan
12. Update the High Risk Case Status
    
    1. Closed - Saved
    2. Closed – Lost (Cancellation)
       
       1. The High Risk Case would be Closed – Lost and a Cancellation Event would need to be created.
          
          1. All High-Risk Case notes need to be copied into the Cancellation Event.
    3. Closed – Downgrade