MotorK CS - Play Reference

Play Reference

What's new

← Workspace

Legend:

Entry

Decision

Task (CSM)

Internal Email

Remove from Play

Escalation

Gong recording is mandatory for every client call.

Timely completion of all activities is strictly monitored.

Steps

👆

Click any step
to view details

🎙 Churn Emergency Action Plan V2 - IT

Audio summary of the key points for this play. Select your preferred language above.

NEW
Task 1 asks you to schedule the call - not conduct it within 5 days. The due date reflects the time to get a meeting in the calendar. Clients may need more time to respond - what matters is that the interview is planned.

IMPORTANT
If you select "Interview via call" or "Onsite Meeting" in Task 1, the system will verify that a meeting with the client is actually in your calendar and synced in ChurnZero before moving forward. Close Task 1 only once the meeting is confirmed and synced - not before.

IMPORTANT
When a meeting is scheduled, adjust the due date of Task 2 (Churn Taxonomy Classification) to match the meeting date. Task 2 has a default due date of 1 day - if you don't update it, it will appear overdue in the Command Center before the meeting even happens.

NEW
The system checks taxonomy completion automatically. It verifies that both Churn Reason Level 1 - Responsibility and Churn Reason - Extended Information are filled on the Line Item. The system verifies that Churn Reason Level 1 - Responsibility and Churn Reason - Extended Information are filled on the Line Item. These are the mandatory fields the system checks - but you are expected to fill in the other relevant fields as well, to accurately reflect the customer's situation.

SEGMENT
Which Line Items enter this play: the segment includes Line Items where Churn Status = "Waiting for information" or "Info received", Churn Date is empty, and Opportunity Closed Won = true. Churn Status and Churn Date are populated by Back Office based on official communications received from the client. If something doesn't look right, contact Back Office to correct the data in Salesforce first.