Customer Success: Beta Scheduling

This article covers the process used by Customer Success for scheduling meetings with new or existing customers.

When a client is assigned to a CSM, the Customer Success Manager is responsible for scheduling, updating and cancelling meetings with their clients.

This is typically done through the use of Calendly, integrated with either GoToMeeting or Teams.

Following each session held with a client, the CSM will schedule the next meeting as needed.

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The Process: Support Agent

When a center reaches out to the CoreBridge Team and asks about canceling their CSM / training meeting, the CoreBridge Team should follow the below process.

1.  Receive Request:  
   The Support Team will receive a request from a center that is asking to cancel or reschedule their CSM meeting.
   
   Make sure to set the ticket details appropriately.
   Group: Beta
   Type: Scheduling
   Product: v3 CoreBridge
   
   
2.  Update FreshDesk Records (if applicable)
   The first thing the Support Team should check is that the ticket requester is associated with a company and has their full name listed out in the contact details. If they do not they should update the information and associate the contact with a company.
   Note: If they do not know which company to associate the customer to they can reach out to the Account Manager.
   
   
3. Response
   After you have identified the correct center is associated with the contact submitting the request, please respond informing the sender that you will pass this along to their Customer Success Manager.
   
   
4.  Ticket Assignment
   Next, you will need to assign the ticket to the appropriate Customer Success Lead, as listed on the requesting Company FreshDesk record. If the CSM is not listed, please reach out to the Customer Success team to confirm.
   
   Note: Tickets for clients who are working with our Implementation team (Robb St. Cyr) are to be assigned to Cyrious Consulting, who will follow steps similar to Customer Success.

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The Process: Customer Success
When a center reaches out to the CoreBridge Team and asks about canceling their CSM / training meeting, the Support team will send the initial response to the customer, letting them know that the request has been received and assign it to the client's assigned Customer Success Manager.

1.  Ticket Assigned
   Support will assign the ticket to the client's assigned Customer Success Manager. As such, the CSM will take the steps to cancel or communicate to the customer about rescheduling the meeting.
   
   
2. Reschedule or Cancel
   Confirm with the client based on their request. If asked to reschedule, respond to client outlining a few options for alternate meeting times that you have available on your schedule. If the client needs to cancel, respond to confirm cancellation. It is recommended to mention when the client's next meeting is scheduled if applicable.
   
   
3. Cancellation / Reschedule in Calendly
   To cancel a meeting scheduled through Calendly, log into your (CSMs) Calendly account.  Under 'Scheduled Events', find the session under 'Upcoming'.  Click on 'Details'.  Next Select the appropriate button 'Reschedule' or 'Cancel'.