Communication Templates for Common Platform Escalations

trisha.luu · July 2020

Introduction

We realize there are common questions and escalations that we always get from customers and partners around the platform and our scheduled maintenances.

To equip you with the ability to effectively navigate these conversations, we have created the following Gainsight playbooks and templates for you to leverage.

Available Templates

#	Scenario	Playbook / Template Name
1	Customer requests exemption from scheduled downtime / maintenance	[Customer Escalation] Customer Exemption from Downtime
2	Customer requests to move, eliminate, or reduce the time of the scheduled downtime / maintenance	[Customer Escalation] Reschedule Request
3	We have a change to the release calendar and need to proactively communicate this to our customers	[Customer Escalation] Platform Release Calendar Change
4	We have an extended scheduled maintenance window (e.g., platform will be offline for 8 hours instead of the usual 4)	[Customer Escalation] Communicating Extended Downtime - Customer [Customer Escalation] Communicating Extended Downtown - Partner
5	Customer experienced a significant platform outage	[Customer Escalation] Significant Platform Outage (Pre/Post Root Cause Analysis) Note: There are 2 templates here: 1 to be sent after service is restored but before an official root cause analysis (RCA) is published; the second is for after the RCA is available.
6	Customer escalates that there is no movement or a delay on their request for product enhancement	[Customer Escalation] Product Enhancement Request - Status Update
7	Customer needs to take action for a release (e.g., download a new version, acquire a new certificate) in order for Anaplan to continue working	[Customer Escalation] Customer Action Required for Upcoming Release
8	Customer needs to understand why there is a limitation of 130 GB	[Customer Escalation] Anaplan Workspace Limit
9	Customer requesting access, but has been terminated	[Customer Escalation] Customer termination escalation template
10	Email notifying customers how to get involved with Early Access, including benefits of participating and steps to sign up.	[Customer Escalation] Early Access Progress - Sign-up
11	Customer escalates that there is a delay on their request for product enhancement	[Customer Escalation] Product Enhancement Request Delay
12	Email customer to keep them informed on most up-to-date information on product releases and training.	[Customer Escalation] Product Release Resources & Enablement
13	Customer requests information on our product roadmap.	[Customer Escalation] Product Roadmap Presentation Request

How to Access the Templates

For Business Partners

These templates reside in Gainsight and can be added as a reportable Call to Action (CTA) for your customer. To access the template:

In Gainsight, go to the Cockpit and click the '+CTA' button
Select CTA Type = Activity
1. a
Select the desired playbook

This will add the email task as a CTA for you to send an email to your customer leveraging the pre-populated template.

For Customer Care and Partner Managers

All email templates are also available in Box here.

How to Request Additional Support

If you still need additional help in order to address a customer or partner escalation, please email customer.comms@anaplan.com. The Customer Communications team will review your request and work with you to determine the appropriate action plan.
Example plans could include setting up a meeting between an ELT member and your customer or escalating the need for a Product Director to present a targeted roadmap discussion to address a customer's enhancement requests. Alternatively, the Customer Comms team may help gather all the necessary information from the "village" and help craft an appropriate customer communication that you can use to share with your customers.

Again, the resolution steps will vary depending on the customer issue, but the Customer Communications team is your line of support to get help crafting and executing a plan to de-escalate a customer situation.