Escalation Reasons/Solutions

Issues that can arise when delivering programs and their solutions:

• Problem:
  Pacing issues- Lead program delivering too quickly/not delivering on time (over 30 days)
  Solution: 

Program delivering too quickly:

If the customer is not happy with the pacing of the leads, make sure to set the pacing limit on the campaign.
For intent programs- Delivery will set a pacing limit on the campaign but also be very clear with the affiliates regarding how the pacing should be for the specific program. Delivery will check in on the program every so often to ensure they are sticking to the pacing per request.

Program not delivering on time (over 30 days):
1. Discuss with the CSM. It could be that the customer is OK with the leads being delivered past the end date. If this is OK, request a new end date based on the estimated end date in SF.
2. If the estimated end date is too far into the future (e.g. it will take 2 years to deliver, or 6 months past the end date) and the customer or CSM feel that this is too long and not acceptable, check if the customer is willing to expand the filters.
3. If the customer is not willing to expand the filters, escalate to the Delivery Team Lead and ask for suggestions on how to proceed. It could be that a change order will be needed.

• Problem:
  Leads not converting

Solution: 

Phone numbers are not valid/emails are bouncing:

1. 1. Set up a call with the POC

   2. Best practices check:

• How do we compare to other lead sources?

• Is Marketing nurturing the leads as well? Can we help with the nurture?Who is following up on the leads?

• Perhaps the SDR and not the leads that is the issue?

• Set up a call with the BDR

• Get as much anecdotal information

• At what point after the leads are received are they being followed up on?

• Are any SDRs successful? Are certain SDRs successful with other leads?

The customer is contacting the leads too late (they stopped looking or have already made a decision)

1. 1. 1. Set up a call with the POC

      2. Best practices check:

• Are the leads flowing through properly? Are they accepted by the vendor’s system right away, or is there a delay between PS and the vendor’s system?

• Are they getting a hold of the leads (Check that the data is correct and that not too much time is spent by the SDRs searching for correct data)

• Who is following up on the leads? Perhaps the SDR and not the leads that is the issue?

• Set up a call with the BDR

• Get as much anecdotal information

• Are any SDRs successful? Are certain SDRs successful with other leads?

• At what point after the leads are received are they being followed up on?

They are reaching out to the wrong clientele

• • 1. 1. Set up a call with the POC

       2. Understand why the clientele doesn’t fit with their strategy needs

       3. Internal Checks:

• Are the filters correct? Do they need to be tweaked?

• How do we compare to other sources?

• What is their “sweet spot”? Would adding qualifying questions help?

After the CSM follows these steps, if the leads still aren't converting, escalate to the Delivery Team Lead for help with troubleshooting.

• Problem:
  The customer and CSM decide on a Change in strategy mid-program
  If there is a change in strategy that creates a delay in delivery ex: Filters need to be changed/updated in the campaign 

Solution:

1. Discuss with the CSM. It could be that the customer is OK with the leads being delivered past the end date. If this is OK, request a new end date based on the estimated end date in SF.
2. If the estimated end date is too far into the future (e.g. it will take 2 years to deliver, or 6 months past the end date) and the customer or CS feel that this is too long and not acceptable, check if the customer is willing to expand the filters.
3. If the customer is not willing to expand the filters, escalate to the Delivery Team Lead and ask for suggestions on how to proceed. It could be that a change order will be needed.

• Problem:

Large suppression/ABM list
Solution:
If the large suppression list is added only after the estimates are done and the program is sold and it reduces the lead volume: 

1. Discuss with the CSM. It could be that the customer is OK with the leads being delivered past the end date. If this is OK, request a new end date based on the estimated end date in SF.

2. If the estimated end date is too far into the future (e.g. it will take 2 years to deliver, or 6 months past the end date) and the customer or CS feel that this is too long and not acceptable, check if the customer is willing to expand the filters.

3. If the customer is not willing to expand the filters, escalate to the Delivery Team Lead and ask for suggestions on how to proceed. It could be that a change order will be needed.
   
   

• Problem:

Program stuck in not started or paused for more than 30 days

Solution:
Find out from the CSM what exactly is holding up the program:

• Is it an issue with the integration?
  Solution- Jump on a call with the customer to troubleshoot. Escalate to dev for any technical issues. If they are making requests regarding data we can’t provide - let the CSM take care of it or escalate it to the Delivery Team Lead.

• Are they working on figuring out filters/categories but taking too long to do so?
  Solution- Speak to the CSM about possibly calling a strategy meeting with the customer and their manager to help them out with figuring this out.

• Is the customer not being responsive?
  Solution- Escalate to the CS Team Lead to see if they can help figure out how to handle the situation.

• Is there a lot of bureaucracy that the customer needs to go through before allowing us to activate the program?
  Solution- Make sure that the vendor is being followed up with in case they forget to update us with any progress they are making. If it’s still taking too long, escalate to the CS Team Lead.

• Did the original POC leave the company and we are waiting for an introduction to the new one?
  Solution- Escalate to the CS Team Lead for a solution.

• Is the vendor going through organizational changes?
  Solution- Escalate to the CS Team Lead for a solution.

• (Less likely) Is the CSM not following up often or effectively enough with the vendor?
  Solution- Escalate to the Delivery Team Lead for a solution.

If after all efforts are made by the DM but the programs are still stuck, escalate the issue to the Delivery Team Lead.

• Problem:

Sudden drop in traffic
Solution:

Step 1: Escalate to the Delivery Team Lead for them to check in with the product team on why this is happening.

Step 2: If there is no bug in the system which caused the traffic to drop, and the product team confirms that the traffic drop cannot be improved soon enough- ask the customer if they are willing to receive intent leads instead.

Make a change order request for the amount of standard leads that cannot be delivered on time to be converted and change to intent leads.

• Problem:

Integration issues
Solution:
Escalate to the Delivery Team Lead if there is an issue that can’t be resolved which is not technical.
Escalate to the Delivery Manager who will then escalate to the dev team if there is a technical issue which cannot be resolved by the Delivery Manager.

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