Review retention follow-up

Step by step

1. Open the submitted case Retention Reviewer

   Retention Reviewer reads the follow-up purpose, owner, account, opportunity and planned contact date. The reviewer checks any relevant attachment.

   • Read the customer and contact context
   • Updates Retention follow ups, Opportunities, Accounts, Record attachments

2. Compare the source revision Retention Reviewer

   The reviewer checks the current case revision so the decision applies to the version being reviewed.

3. Record the decision Retention Reviewer

   Retention Reviewer independently approves or rejects the case and gives a reason when correction is needed. The decision record keeps reviewer, date, decision and source revision.

   • Preserve independent approval or rejection
   • Updates Review decisions, Retention follow ups
   ApprovalA person approves before the work moves on.

4. Release approved work Retention Reviewer

   The same Record Retention Follow-up workflow moves an approved submitted case to Approved and writes an operation receipt. The owner can then carry out the planned contact.

   • Move Submitted to Approved and log action
   • Updates Retention follow ups, Operation receipts

5. Close the loop Retention Specialist

   Retention Specialist records the customer activity and its outcome, then marks the follow-up Completed when the contact work is finished.

   • Record contact result and complete the case
   • Updates Relationship activities, Retention follow ups

Retention Reviewer

Decides independently.

Retention Specialist

Owns the customer touchpoint.

Sales Manager

Reviews overdue and exception cases.