--000000000000a1b8bc064b1c9597 Content-Type: multipart/alternative; boundary="000000000000a1b8ba064b1c9596" --000000000000a1b8ba064b1c9596 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Adding Emma into this chain as well, since it came up in our chat today. On Wed, Feb 18, 2026 at 10:57=E2=80=AFAM Renee Drobek wrote: > Hi Chris, > Please see my responses below in blue. Let me know if there are any > additional questions! Thanks. > > On Wed, Feb 18, 2026 at 9:13=E2=80=AFAM Chris Gerard > wrote: > >> Renee and RDs- >> >> During our growth calls, the teams did really good work staying on-top o= f >> our winback outreach. I know we had a list emailed to the sites with na= mes >> to reach out to based on certain criteria. Last year, we generated over >> $3.5 million in winbacks. >> >> I'm concerned this isn't happening consistently and with the same focus >> as it was during the growth calls. We need to get back to a formal proc= ess >> that we can monitor the compliance and results from. >> >> I got some feedback from some RDs on some flaws with either the list >> creation or the frequency of the email lists. >> >> Can we start by getting grounded in a couple of ways? >> >> -What was the process for the email list to be distributed (how did we >> choose the names, what was the frequency, etc...) >> > > - Primary Assignment: Customer Success Manager (CSM): Task assigned to > the Client Care Manager on the account if the user exists and is activ= e > - Fallback Assignment: General Manager (GM): If no active CSM is > available, task is assigned to Office Lead (GM) > - If neither CSM nor GM is available, no task is created > - A summary email is then sent to the task owner with the following > details: > - Processing Summary - Total counts and statistics > - Winback Tasks Created - Complete list of all clients and > assignments > - Manual Attention Required - Clients without available assignees > > -What was the process for the field to act on the list? (did they call, >> how many times, how did we track, etc...). >> >> - We have an SOP for the users to follow for exact step by step >> instructions: >> https://docs.google.com/document/d/1tpT3Vn3uaH9edvi12F3xRVnesBryzTUBf= FrM