Submit retention follow-up

Step by step

1. Choose the customer context Retention Specialist

   Retention Specialist identifies the opportunity and account that explain the follow-up. The owner can add a shopper name when it helps identify the intended person.

   • Link the contact case to its customer discussion
   • Updates Retention follow ups, Opportunities, Accounts

2. Plan the contact Retention Specialist

   The specialist records purpose and follow-up date. An outside order reference or units ordered can give context when those facts are known.

   • Set owner, purpose and date
   • Updates Retention follow ups

3. Check the draft Retention Specialist

   The owner confirms that the purpose says why the customer should be contacted and that the assigned owner can act on the chosen date.

   • Confirm the case can be reviewed
   • Updates Retention follow ups, Record attachments

4. Submit the case Retention Specialist

   Retention Specialist starts Record Retention Follow-up. Its first transition moves the case from Draft to Submitted for independent review within the same workflow.

   • Move Draft to Submitted for review
   • Updates Retention follow ups

5. Hand over to reviewer Retention Reviewer

   Retention Reviewer opens the submitted case alongside the opportunity and account before recording a decision.

   • Present the case for an independent decision
   • Updates Retention follow ups, Review decisions

Retention Specialist

Prepares and submits.

Retention Reviewer

Takes the independent decision.

Sales Manager

Reviews the queue and owner workload.