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When and how are eligible Assess customers prompted to book a post-survey review call?

This SOP outlines the automated outreach workflow used to encourage eligible Assess customers to book a post-survey review call with their Customer Success Manager after survey close.

Scope

This workflow applies to Assess customers with 100 or more employees across ASEAN & ANZ. It is intended for medium and large customers who should be offered a guided post-survey walkthrough.

Workflow Dependency

Important: The workflow depends on the CSM updating the “Post Survey Call” date field. If this field is not completed, the workflow cannot reliably determine whether a post-survey call has been booked.

Workflow Summary

  • Email 1: Sent 1 day after survey close.

  • Email 2: Sent 5 business days after Email 1 if the customer has not booked a post-survey call.

  • Send window: Weekdays only, between 08:30 and 15:30 GMT+8.

  • Call objective: Book a 30–45 minute guided walkthrough within 2 weeks of survey close.

  • Booking method: Customers use Microsoft Bookings and select “Post Survey Review”.

            Process Steps
            1. Confirm the customer meets the workflow criteria: Assess customer with 100 or more employees.
            2. Ensure the customer has an assigned CSM and survey close date.
            3. Email 1 is sent 1 day after survey close.
            4. If no post-survey call is booked, Email 2 is sent 5 business days later.
            5. Once the customer books a call, the CSM must update the “Post Survey Call” date field.
            6. If the customer still has not booked a call 5 business days after Email 2, an at-risk task is created for the CSM to follow up personally.

                      At-Risk Task

                      Audience: Assess customers with 1000 or more employees (medium & large)

                      Timing: 5 business days after the 2nd outreach email and post survey call is not booked

                      Goal: CSM follows up with a personal outreach to

                      Booking: Customers use Microsoft Bookings and must select “Post Survey Review”.