All Journeys
Resolve Escalations
Successbloc

Resolve Escalations

Manage and mitigate your escalations.
Use Now
Categories:

Publisher:

Totango

Published on:

May 30, 2022

Last Updated:

Data Security & Privacy:

Privacy Policy

OverviewGoals & KPIsSegmentsPlaysCampaignsAssets

Introduction to the Resolve Escalations SuccessBLOC

The Resolve Escalation SuccessBLOC gives you all of the out-of-the box tools and automation you need to drive, monitor, and resolve your customer escalations. Using this SuccessBLOC, you will have instant visibility into the status, severity, and types of open customer issues. Built into this SuccessBLOC, we have automation to continually push the escalation process forward ensuring a quick resolution.

‍Manage Resove Escalations SuccessBLOC enables you to:

  • Easily identify customers who need to be prioritized and escalated quickly.
  • Become more proactive and data-driven by creating a system that automatically drives your escalations.
  • Better manage your customer portfolio and ensure you are taking a proactive approach to assessing and responding to customers issues.

‍

What's Included?

goals & kpis

Monitor Escalations

  • Number of Customer Escalations
  • Customer ARR with Critical Escalations
  • Health Overview
  • Multidimensional Health Overview
  • Resolved Escalations (Last 7 Days)
  • Escalation Severity Breakdown
  • Escalation Type Breakdown
  • Escalation Status Breakdown
  • Escalated Accounts by CSM

Take Action on Escalations

  • # of Overdue Escalation Tasks
  • Last Touch Over 7 Days Ago
  • # Escalation Engagements (Last 7 Days)
  • Accounts without an Executive Sponsor
  • Average Days to Resolve Escalation
  • Escalations Trending

Manage Customer Risk

  • Accounts At Risk
  • Risk Reasons
  • Days At Risk
  • % Of At Risk Accounts
  • At Risk Contract Value
  • Next Quarter Renewals At Risk
  • Escalated Contract Value
  • Current Quarter Escalated Renewals

‍

Customer segments

  • Accounts at Risk
  • All Paying Accounts
  • Resolved Escalations
  • Open Escalations
  • Open Escalations (Last touch over 7 days ago)
  • Critical Escalations
  • Next Quarter Renewals At Risk
  • Current Quarter Escalated Renewals
  • Open Escalations without an Executive Sponsor

‍

successplays

  • Reminder: Update Escalation Details
  • Action Planning
  • Launch Escalation
  • Action Planning Initial Follow Up
  • Escalation Resolved!
  • Weekly Status Follow Ups

‍

campaigns

Resources

  • https:.com/how-to-handle-customer-escalations-in-the-new-customer-centered-economy-fc/?
  • http.com/the-top-5-customer-escalation-best-practices-you-need-to-know-fc/?
  • https://www.totango.com/webinars/escalation-accelerate-customer-resolution-time-and-increase-customer-satisfaction
  • https://www.totango.com/webinars/how-to-spot-escalations-manage-them

‍

Setup your SuccessBLOCs today. Try Totango for Free.

Get Started