Acronis Sales Escalation Process

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Overview – How will this benefit you?

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Acronis Customer Central is here to help sales close deals and retain customers. This is the major objective for the support team. In order to better align both teams to that end, we are happy to announce a new streamlined escalation process. In short this is a very easy process that will …

• Allow you to easily and quickly escalate cases.• Attach customer files, logs, and screen shots.• Take out the middle man.  You no-longer need your manager or support

management to escalate a case, effectively.• Give you direct access to all the latest that has happened on the case.  No

need to email asking for updates as they are available at your finger tips.  However communicating directly with the support professional that has been handling the escalation is ok and in some case necessary to ensure we are coordinated to deliver on the customers’ expectations.

• Quicker turnaround on your escalations.  Your escalations will be submitted to a high priority queue that Sp’s will have immediate access and visibility into.   All Service Deliver managers will receive an auto notification that an escalation has been submitted.

• Signup for auto notifications. You will be able to receive email notifications on cases you have escalated so you don’t have to manually track progress.

Escalation Types

• Pre-Sales Escalation – New Standard Case– SE’s send support the customer– SE’s only escalate the issue and continue to

work with the customer.

• Post-Sales Escalation – Existing Case

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Pre-Sales Escalation – New Standard Case

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The Pre-sales escalation is the method for Sales Engineers to get T2 support and product development attention for problems and/or questions potential Acronis customers have. It helps Sales close deals of any size which would otherwise be impossible to do because of technical issues. Escalated issues are treated as a higher priority and allow SE’s, SP’s, and customers to communicate effectively

QA and Dev communicate with T2 Communication with the customer

Customer runs into an issue with

Acronis

Customer Sales Rep Sales Engineer

ACC Tier 2 specialist QA Developme

ntEscalation

Pre-sales Escalation – New Standard Case 1. Go to the cases tab and click New.

2. Select “Standard case” and click Continue.

Pre-sales Escalation – New Standard Case

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3. Fill in all the required fields, make sure to select “Pre-Sales Escalation” for “Sales Escalation Status”, enter all the case details and click Save.

That’s it!

*Case origin = Email*Support Program Type = Not Entitled

Note: Do not check the Escalated box or select an Escalation Level. This is internal to support.

Note: If you are working with a customer who does not want to or can not speak with support (i.e. government agency, customers with sensitive data, etc), you can put yourself as “Contact name” and the customer as “Account Name” and you will receive all the responses.

Post-sales Escalation

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Normally, after buying a product, the main point of contact for a customer is ACC. However, customers often get back to their Sales rep, SE, or use the publicly available sales contacts to report new cases or to escalate existing cases. Since sales staff needs to spend time selling not supporting, these technical issues need to be escalated to support. If the customer does not have an existing case and is not “escalating”, they should be directed to www.acronis.com/support.

QA and Dev communicate with ACC Communication with the customer

Customer runs into an issue with

Acronis

Customer Sales Rep/SEIssue on an

existing case?

ACC Tier 1 specialist

ACC Tier 2 specialist

QA Development

Escalation

Yes

Normal support

NO

Post-sales Escalation

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Step 1. Find the existing case that needs to be escalated ,change the “Sales Escalation Status” to “Post-Sales Escalation” and click “Save”.

That’s it!

Note: For additional options like adding notes, attachments, etc. See the next slide.

Additional Options for Both Escalation Types

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1.) Adding detailed notes

2.) Adding Attachments

3.) Setting up Auto Notification on case changes

Adding Detailed Notes

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Step 1: While viewing the case/escalation, scroll down to Case Comments and click New.

Step 2: Add detailed notes and specifics of the customers issue/needs and click Save.

Adding Attachments

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Step 1: While viewing the case/escalation, scroll down on the main screen to the Attachments section and click Attach File.

Step 2: Click Browse to search for a saved file on your system and click attach file.

That’s it!

Step 3: Click Done

Auto Notifications

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Step 1 - While viewing the case/escalation scroll down to the bottom and click “Update Case Team Members”.

Step 2 - Select “User”, search for your name and select the appropriate Member Role type

Note: You can add any employee with a SF account or customer contact in SF to receive notifications.

Further Clarifications

When escalating a case, SF generates an email to all the ACC service delivery managers and their managers. Normally, such cases will be handled less than 1 hour from being escalated. It is vital that we do not create any escalations outside of this process (i.e. forwarding cases or case details via standard email to individuals or distribution lists). If you’re escalating a post-sales customer who does not have an existing support case in relation to the issue they are reporting, make sure to direct them to the support page on our website: http://www.acronis.com/support/index.html . It is important that we get all the information the customer is required to fill out when submitting the case. If this case needs to be escalated once created, you can find it in SF and follow the post-sales escalation process contained within.

In conclusion…

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ACC Support Professionals and management are there to help you make sales for Acronis. The escalation procedure is the medium that helps Sales make sure any issue they need help with gets the appropriate level of urgent technical assistance. However, keep in mind that using the process properly and providing detailed information in an understandable way greatly increases the effectiveness of the overall communication with customers and gives us more satisfied users in the end. When using the process, don’t forget to:

• Describe the issues you submit clearly; be descriptive and attach all the information/files you have on the case.

• Submit one escalation per each problem your customer’s having. Don’t mix them all into a single case.

• If you get an inquiry from a post-sales customer, make sure to find out if he/she has already contacted support with it. If not, do not use the escalation process but rather tell the customer to contact support as suggested by our website and the emails customers get when purchasing products and/or maintenance contacts;

• SmileThank you