Change Orders

Change Order Process 

(Updated: 06/29/2023)

Delivery Procedure

If a program sale has errors or a customer demands alterations that impact its delivery, the Customer Success Manager (CSM) must issue a change order. 

Modifications to a campaign can only be made when a signed change order is in place. 

A change order exists when the delivery manager alerts the CSM and ascertains no viable updates to salvage the program. This could involve broadening the campaign's category or filter options, extending its end date, etc.

Customer Success Manager

As a Customer Success Manager (CSM), when you and the delivery manager agree on the need for a change order, follow the steps below:

1. Secure written approval from your CSM team leads before proceeding with a change order. 

2. After receiving approval, download and complete the change order form. While filling in the form, ensure that you're crediting the price paid by the customer, not the list price. This specific price is obtainable from the Statement of Work (SOW) and the product section in the opportunity. Should there be any discrepancy between the two, consult with the finance team for clarity. 

3. After completing the form, forward it to the customer for their signature. Wait until the customer has signed before sending the document to Russell via DocuSign for countersigning.

4. After obtaining all necessary signatures on the change order, upload it to the relevant opportunity and complete the change order section in the Salesforce opportunity. Once you've filled in all required fields, mark the change order checkbox in the section's first line and hit 'Save.' This action will trigger the finance team to update Salesforce and notify the delivery team.

5. Lastly, ensure you follow up to verify that someone has correctly executed all necessary adjustments.

Should you be submitting a change order to an opportunity that has already undergone one or more changes, adhere to the following instructions:

1. Preserve all prior information within the Salesforce change order section. Do not erase any details.

2. Append a date to the original change's information, aligning with when the change order received its signature.

3. Add the details of the new change order and the date when someone signed the new form.

4. After completing all updates, uncheck the change order box in the first line, then click 'Save.' Immediately return to the change order section, recheck the change order box, and press 'Save.'

5. Here is an example. See the "Change Order Information" field in the opportunity.

Following these steps, the finance team will be alerted to modify the products within the opportunity and apprise delivery.

Finance Procedures:

1. When a change order involves incorporating a new product, the Finance team will update Salesforce by adding a new line item that mirrors the relevant details from the change order form.

2. Should a change order necessitate replacing one product with another or numerous others, the corresponding revenues will be deducted from the former product and appropriately allocated to the new product(s).

3. Notably, when revenues are adjusted at the product level, these modifications will be recorded in the revenue schedule, along with the date the change was implemented.

For the Finance team to be aware of a required change order, the Customer Success Manager (CSM) needs to ensure the following:

1. Complete the 'Change Order Information' field and activate the associated checkbox.

2. Once the 'Change Order Info' field is populated and confirmed, the change order notification will be dispatched to the Finance team and other relevant departments.

3. Verify the attachment of the change order form to the opportunity and evaluate the case to ensure the change order request is logical. For instance, when replacing a PeerPaper with Intent Leads, check whether we're trading items of equivalent cost and if the amounts involved make sense.

Following these steps, the Finance team will make necessary adjustments such as:

• Reallocating revenues

• Adding new products

• Occasionally adjusting dates

• Modifying quantities in the opportunity products to align with the request.

Finally, upon completion, the Finance team will inform the respective CSM and Delivery Managers that the change order process is finished.