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Escalation Points

This document outlines the various points of contact a Product Consultant should escalate issues to depending on the type of issue. This includes escalating to the Account Manager for oversold apps, functionality issues, or client dissatisfaction. It also provides contacts for escalating technical issues to App Support or leadership if a client remains upset after the Account Manager is notified. Phone support queues can also be escalated to the Phone Team Lead or Manager.

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Abhyudaya Bharadwaj
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61 views2 pages

Escalation Points

This document outlines the various points of contact a Product Consultant should escalate issues to depending on the type of issue. This includes escalating to the Account Manager for oversold apps, functionality issues, or client dissatisfaction. It also provides contacts for escalating technical issues to App Support or leadership if a client remains upset after the Account Manager is notified. Phone support queues can also be escalated to the Phone Team Lead or Manager.

Uploaded by

Abhyudaya Bharadwaj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Escalating Issues

Many times PCs will need to escalate an issue they are having with a client. There are specific
people and departments the Product Consultant should contact depending on the issue.

Points of Contact for Escalation

Account Manager (AM) – email or call


 When the app has been oversold: this is when the client expects the app to do more than it
should and claims they signed based on that feature
 Functionality did not meet expectations and the client vocalizes concern
 General client dissatisfaction

Direct Sales (DS) – email or call


 If clarification is needed in the initial contract signed by the client
 The AM should remain involved in any escalation to the DS

Team Lead/Manager (Direct Report - 1st Leadership Escalation)


 When the client is upset and you notified the AM
 If you’re running into technical issues and the client is still upset – good for collaboration and
renewal
 Escalating technical issues after and during connection with App Support
 If the client asks to speak to a management team member
 India: Abbas Izhar
o aizhar@crowdcompass.com
o Ex. 5269
o Skype: Abbas.Izhar1
Anna Thapa
o athapa@cvent.com
o Ex. 5281
o Skype:
 U.S.:
o Chelsea Steinberg
 csteinberg@crowdcompass.com
 Ext. 2161
 Skype: Chelsea.steinberg1
o Chelsea Goff
 cgoff@crowdcompass.com
 Ext: 2111
 Skype: Chelsea.goff5

Emily Gotosa (2nd Leadership Escalation)


 When the client is upset and both the Team-Lead and Account Manager have already been
notified, but the issue requires higher management.
 Both the TL and AM should remain involved and acknowledge the need for her involvement
 egotosa@cvent.com
 Skype: Emily.gotosa

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Scott Castleman (3rd Leadership Escalation) – email or call
 Generally the Team Lead and Emily will be the first leadership people to address a concern,
but if the client is severely upset and requires senior leadership
 Should come after confirmation from Emily and/or the TL
 scastleman@cvent.com

App Support – submit a ticket


 Technical issues with the mobile app
 Questions about App functionalities and/or interface
 Tickets submitted through Salesforce cases

Product Development – Salesforce Chatter


 Questions about a recent release or new features that were introduced
 Questions about upcoming releases and enhancement requests
 Salesforce Chatter Group

Cvent CSC – email or call
 If the client is a Cvent client and you need assistance with their information in the Event Tool
and/or other Cvent products
 Integration questions or conflicts (i.e. activities not pulling over)

Neha Verma – Team Lead, Phone Team


 Support Queue questions or escalations
 phone, email or skype
 nverma@cvent.com
 Ext. 3781
 Skype: neha15verma

Rup Konwar – Manager, Phone Team


 Support Queue questions or escalations
 phone, email or skype
 rkonwar@cvent.com
 Ext. 5126
 Skype: nikkonwar

1 of 1 Escalating Issues

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