A Client Alert is a notification system designed to inform the entire APP team about key updates related to a client's agency, program, or situation, enabling the team to adjust their approach for better service.
What Is A Client Alert?
A client alert is a notification to the entire APP team about a client's agency, program or update. This is designed to alert the APP team that there is something we all need to be aware of to best tailor our approach to the client.
Who Can Create A Client Alert?
Anyone! While it may mainly come from their Performance Partner anyone on the team can provide a client alert if they come across details that would be helpful for the team to know.
When To Create a Client Alert?
When it doubt add it! Its important we all have communication on our client's needs and success. Here are some samples:
- Training day date change
- Change in ownership
- Inclement weather delaying programs
- Change in points of contact
- Issues that may be impacting the agency's availability
- Management system change
- Program on hold
Why We Do Client Alerts?
Client alerts allow every team member that is part of their experience to stop and review the alert so they know how to modify their approach and or program to best fit the clients scenario.
How To Create A Client Alert?
Update The Company Screen in Hubspot:
- Find the Company Field: !!Company Alert!!
- Put as much detail as you. Start with the date and end with your initials
- Note: You will get a task to confirm the client expiration date if you are the company owner
Send An Email & Chat To The Team
- Send Email Template: Client Alert to APP Team (Without Linda)
- Fill out the Yellow Areas - provide as much detail as you can
- Copy that Email to the !!Client Alert!! Chat
Where Do Client Alerts Go?
- In many team tasks the top of the task pulls in the client alert - so as the client is working a task you can see the alert.
- Need to find an alert - we have a dashboard you can review them
When to Delete A Client Alert
- If the matter has resolved the person who created it can delete it. (Don't worry on the back end of Hubspot its always saved!)