--000000000000d98c8f064b1b40c7 Content-Type: multipart/alternative; boundary="000000000000d98c8d064b1b40c6" --000000000000d98c8d064b1b40c6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 of > our winback outreach. I know we had a list emailed to the sites with nam= es > 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 a= s > it was during the growth calls. We need to get back to a formal process > 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 active - 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 assignment= s - 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/1tpT3Vn3uaH9edvi12F3xRVnesBryzTUBfF= rMdzxRgfs/edit?usp=3Dsharing > > > -What was the process of documenting the outreach? > - > > - We have tasks labeled with a "Type" of Winback as well as a Winback > Flag so we can report on the tasks being completed as well as their > relationship to the Client/ Opportunity > - Subject: "Winback Outreach: [Client Name]"