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TESTaccountReviewForDomain.yml
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TESTaccountReviewForDomain.yml
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---
name: AM Account Review
description: Account Review template for AMs
title: Account Review for domain.com
labels:
- Monthly
- Task
body:
- type: markdown
attributes:
value: "# Call Purpose"
- type: input
id: email
attributes:
label: Email of domain or workspace admin who requested the call:
description: Who booked the call? Enter their email address here.
placeholder: "ex. [email protected]"
validations:
required: true
- type: checkboxes
id: purpose
attributes:
label: Which of the following retention-oriented actions did call support:
description: Check all items that applied to this call.
options:
- label: Promoted general customer retention
required: false
- label: Promoted customer growth
required: false
- label: Promoted feature adoption
required: false
- label: Obtained feedback that is useful to Expensify (i.e. churn call feedback, or feedback on a new feature)
required: false
- label: Established a relationship with a customer that hasn’t been engaged within the within the past 6 months
required: false
- label: Established an initial relationship with a newly assigned customer
required: false
- type: textarea
id: purposecontext
attributes:
label: In what way did this call support the selected retention-oriented actions?
description: Add a short description of how this call supports the selected retention-oriented actions.
placeholder: "During the call the customer switched from PPU to an Annual Subscription, and also enabled direct reimbursement."
validations:
required: true
- type: markdown
attributes:
value: "# Billing and Subscription Information"
- type: checkboxes
id: subscription
attributes:
label: Subcription information:
description: Check all items that apply to this customer.
options:
- label: Annual Subscription
required: false
- label: Auto renew enabled
required: false
- label: Auto Increased enabled
required: false
- type: input
id: numactive
attributes:
label: Number of active users on most recent bill:
description:
placeholder: "19"
validations:
required: true
- type: input
id: numcommitted
attributes:
label: Number of users their subscription is set for:
description: Leave this blank if they are on PPU
placeholder: "12"
validations:
required: false
- type: input
id: endDate
attributes:
label: Contract/Subscription End Date:
description: What date does their contract end? Leave this blank if they are on PPU.
placeholder: "March 1, 2025"
validations:
required: false
- type: input
id: trajectory
attributes:
label: Usage trajectory:
description: Look at their number of active users over the past 6 months. Is it increasing, constant, or declining?
placeholder: "increasing"
validations:
required: true
- type: textarea
id: subnotes
attributes:
label: Additional notes on subscription:
description: If there are any additional notes you want to share about this customer's billing setup, add them here.
placeholder: "They recently enabled auto-renew"
validations:
required: false
- type: markdown
attributes:
value: "# Workspace information"
- type: checkboxes
id: configuration
attributes:
label: Workspace Configuration:
description: Check all items that apply to this customer.
options:
- label: Scheduled Submit enabled
required: false
- label: Advanced approval workflow enabled
required: false
- label: Workflow enforcement enabled
required: false
- label: Direct Reimbursement enabled (US only)
required: false
- label: Enabled Global Reimbursement
required: false
- type: textarea
id: integrations
attributes:
label: "What integrations are they using?"
description: "List any integrations the customer is using here. Direct integrations will be listed under the Connections tab on the workspace, while indirect integrations may show as an export template."
placeholder: "They have an IS template for Microsoft Dynamics, and are using the Bill.com direct integration."
validations:
required: true
- type: markdown
attributes:
value: "# Credit Cards "
- type: checkboxes
id: creditcard
attributes:
label: Which credit card connections is the customer using?
description: Check all items that apply to this customer.
options:
- label: Using Expensify Card
required: false
- label: Using Corporate Card Feed (VCF/CDF/GL1025/Custom Citi etc)
required: false
- label: Using Direct Connection Cards (Amex/Chase/BofA etc)
required: false
- label: Using Company Card CSV upload
required: false
- label: Using individual Cards per employee Account > Credit Card Import
required: false
- type: textarea
id: cardnotes
attributes:
label: Additional notes on credit cards:
description: "If there are any additional notes you want to share about this customer's credit card setup, add them here."
placeholder: "They recently enabled the Expensify Card"
validations:
required: false
- type: markdown
attributes:
value: "# Engagement"
- type: checkboxes
id: engagement
attributes:
label: How often does this customer engage?
description: Check all items that apply to this customer.
options:
- label: Several times a week
required: false
- label: A few times each month
required: false
- label: Once every few months
required: false
- label: Almost never
required: false
- type: textarea
id: history
attributes:
label: Concierge and GH history:
description: Review the past 6 months of chats and GH history from the policy owner/admins to see if there have been any issues or problems reported and gauge sentiment. Link each item below with a short description and status.
placeholder:
validations:
required: true
- type: markdown
attributes:
value: "# Potential Opportunities"
- type: textarea
id: opportunities
attributes:
label: What are the main opportunities you see for improvement?
description: Review the customers billing, workspace configuration, company cards and domain setup and their sentiment, and suggest improvements which you plan to discuss on the call.
placeholder:
validations:
required: true
- type: markdown
attributes:
value: "# Followup Steps"
- type: textarea
id: followup
attributes:
label: Add a description of the followup steps you will take after this call:
description: Explain each followup step you intend to take, and what you plan to include in the followup message.
placeholder:
validations:
required: true
- type: checkboxes
id: confirmations
attributes:
label: Confirm you have completed all followup steps for this Account Review:
description: Check off each item as it is completed. All items must be completed in order for the call to count for incentives.
options:
- label: The Account Review GH was created and the template fully completed before the call took place, with at least one item listed the Potential Opportunities section
required: true
- label: Full and complete call notes with proper formatting (traffic lights, followup steps, etc.) were posted to #account-management within 24 hours of the call taking place. See here for call note requirements.
required: true
- label: All items in the Potential Opportunities section were addressed during the call OR thoroughly discussed in the followup message
required: true
- label: All outstanding customer questions have been answered, or posed in Slack, GitHub, or StackOverflow for assistance.
required: true
- type: checkboxes
id: screenshots
attributes:
label: Confirm you have added all required screenshots/links as a comment to this issue:
description: Check off each item as it is completed. All items must be completed in order for the call to count for incentives.
options:
- label: Screenshot of the call calendar invite showing call date, time and attendees
required: true
- label: Screenshot or pasted contents of the call notes that were posted to Slack
required: true
- label: Screenshot of the call followup message showing recipients, as well as date and time sent
required: true
- label: If there are any outstanding customer questions, a link to the Slack post, GH issue or StackOverflow was added
required: true
- type: textarea
id: followupnotes
attributes:
label: Additional notes on followup steps:
description: If there are any additional notes you want to share about the call followup, add them here.
placeholder:
validations:
required: false