Purpose

The processes to follow when an account need to be locked.



Overview


Reject (onboarding not approved/disqualified) or customer not moving forward


Step 1: Select ‘reject’ in the email or in Power automate. (Include the reason of rejection)

Step 2: Lock the account

Step 3: Close the Stage 2 registration ticket

Step 5: Change Blacklist to Yes in FreshSales (under company information)


Tip: Blacklisting is specific to accounts that are disqualified, not accounts that are existing GBT customers.



Approved but technical onboarding hasn’t triggered 

Step 1: Lock the account

Step 2: Change the field in Freshsales Onboarding Approval Given to No. This is to avoid the automation to start the onboarding


Step 3: Add a note in FreshSales with the reason why we locked/stopped onboarding process and that we changed the onboarding approval to No



Technical onboarding is triggered and maybe already completed but registration is rejected 


Step 1: Lock the account in Neo1

Step 2: Add a note in Freshsales with the reason why we locked/stopped onboarding process


Step 3: If technical onboarding is fully completed, check in Salesforce the BT type. This should still show Prospect. If the BT Type is Client go to step 6 .If onboarding is partially completed then go to step 5

Step 4: Go to Freshsales and amend the following

  • Commercial Challenge Reason: Prospect. Unresponsive after registration
  • Generate Commercial Challenge in SFDC: Yes
  • Scope of Decommission: Technical OB Only – No SFDC
  • Confirm customer is lost and close out SFDC record: Yes
  • Change Date for GBT Decommission to today’s date

By doing this, automation will request the DK decommission case in SFDC and a SNAP ticket to decommission SBP/Connect Client and Cpr.




Step 5: If onboarding is partially completed

  • If SBP has been requested but not yet completed, then delete the row in the SBP set up request file kds neo1 accounts list.xlsx
  • If the DK request has been completed, create a manual decommission case in Salesforce
  • If billing hasn’t been requested, reach out to Neil or Suz to stop the billing automation (only if DK request has already been requested/completed)
  • If DK request has been submitted but not yet completed, go to the case in Salesforce and add a comment to cancel the request
  • Add a note in Freshsales with what you have done/requested/cancelled etc


Step 6: If onboarding is complete and BT Type is Client, in Freshsales amend the following,    

  • Commercial Challenge Reason: Never activated, not able to get contact
  • Generate Commercial Challenge in SFDC: Yes
  • Scope of Decommission: Full GBT Decommission
  • Confirm customer is lost and close out SFDC record: Yes
  • Change Date for GBT Decommission to today’s date



When a deactivation ticket comes in to Freshdesk


Step 1: Check the account to make sure they haven’t accessed Neo1, have not used Spend or Travel in the past year

Step 2: If they are dead(dormant) then lock the account in Neo1. Don’t change the company name or email address!

Step 3: Check in Freshsales if the following fields are there

  • Deactivation Email: Yes
  • Commercial Challenge Reason: Dormant Client, Nonresponsive for 1 year
  • Date Company Locked in Neo1: a day ago
  • Date for GBT Decommission: in a year


Step 4: Add a note in the ticket in Freshdesk and close


When a customer asked to close their account


Step 1: Send Account Cancellation canned response notating that the account will be closed in one week. If they ask to close sooner, then action as requested. Set a CZ task as a reminder.

Step 2: Lock account in Neo1 on established date

Step 3: In Neo1, change company name to To be deleted-(company name)

Step 4: In Neo1, change email addresses to donotuse-(email address)

Step 5: Make a note in Freshsales that customer requested to close account and add the link from FD if applicable

Step 6: Check if account is showing as locked in Freshsales

Step 7: Check if the date is added to the field: Date company locked in Neo1 

Step 8: Decommission the company by updating the following fields in Freshsales

  • Commercial Challenge Reason: Client has given notice to cease services
  • Generate Commercial Challenge in SDFDC: Yes
  • Scope of Decommission: Full GBT Decommission
  • Confirm customer is lost and close out SFDC: Yes
  • Decommission date: today’s date


Step 9: Wait a few minutes and check if:

  • Commercial Challenge Complete: Yes
  • Commercial Challenger Number SFDC: OC-number

Step 10: Send follow-up confirmation of closure to customer. Take a screenshot of the FreshDesk email confirmation and save as a file, then add to Files in the Salesforce account record.



Soft decommission - Following CSM deactivation outreach 

Utilize this guidance when facilitating deactivation if the account says they want to close or if they fail to engage by the expressed deactivation deadline in the CSM outreach


Step 1: On deadline, Check the account to make sure they haven’t sent outreach to keep account alive, or transacted with Travel or Spend since you sent deactivation email 

Step 2: If they have not engaged, then lock the account in Neo1. Don’t change the company name or email address!

Step 3: In Freshsales, update the following fields 



  • Add a note on the account - Locked and marked for soft decommission due to inactivity 
  • Update Reason Locked in Neo1
  • Date for GBT Decommission: Set date as one year from today 
  • Change Engagement status to Pending decommission




Step 4: Take a screenshot of the FreshDesk email confirming close date and save as a file, then add to Files in the Salesforce account record.

Step 5: Add a note in the ticket in Freshdesk - Locked and marked for soft decommission due to inactivity -and close the ticket