Overall Workflow Timeline

Overall Workflow Timeline #

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Continuously #

Communication Coordination #

MS, AR, and TC/OP coordinate closely throughout the process to ensure consistent messaging and avoid duplicate outreach. If there is no reply from the Member by the 7th of the month after the automated message has been sent, the rest of the process continues.

Status Meetings (MS Owns Scheduling) #

Bi-weekly renewal status meetings are held, including MS, AR, TC/OP, and BizDev to discuss pending renewals and coordinate outreach. (See Appendix A for proposed quarterly account review meetings.)

Check-in Calls #

For CoSAI sponsors: TC/OP scheduling calls with CoSAI PGB reps and PR.

For Premier/High Value sponsors: BizDev, TC/OP scheduling calls with TC or Account PR/PGB rep.

For High Contributing Individuals: MS, TC/OP scheduling calls with TC or Account PR/PGB rep.

(See Appendix A for proposed phone allowance for direct member calls.)

Automated Process #

Salesforce is configured to send PR automated email messages at 60, 30, 15, 1, and 0 days prior to renewal.

180 Days Before Renewal #

BizDev Outreach to Member #

BizDev reviews automated 180-day renewal opportunities generated in SF. BizDev begins an outreach opportunity and determines if TC/OP needs to make contact based on feedback. (See Appendix A for proposed automation of this manual review step, and Appendix A for proposed additional BizDev headcount.)

90 Days Before Renewal #

MS Actions #

MS reviews renewal list. MS, BizDev, AR, and TC/OP prioritize accounts and discuss any known problems.

60 Days Before Renewal #

Current Process #

MS sends personalized email to Primary Rep and billing contact (if listed). Email addresses any specialized invoicing requirements. Email comes directly from Irene with the goal of all emails sent by the seventh day of the month.

The message reads,

To begin the renewal process, could you please confirm:
Your intent to renew for [year]?
Continued participation as a ( based on organization size/level )
PO information or Billing information
Member Section Support (TC members only)
If any of this information is incorrect, please contact us so we can update our records accordingly.
Thank you!

(See Appendix A for proposed automated personalized renewal messages.)

ACTION ITEM: Team to review and finalize template. Track separately.

30 Days Before Renewal #

MS Confirmation Request #

MS sends PR, billing contact, and applicable committee/PGB rep contacts an email confirming membership is set to renew in 30 days. MS seeks commitment on renewal.