Unresponsive Training Processes

In an effort to both move training at a steady pace and not lose clients in the onboarding process, we will implement a process for the trainer.

1. Integration training: Conversations should be logged to the training ticket to verify tracking. This way we can determine if our reach outs are being received/viewed. We will reach out once per week. Trainers please schedule a time on your calendars to review/update reach outs and ticket notes.
   1. The trainer will reach out to the associated client(s) (or main point of contact if it is a corp rollout) within 24 hours of being assigned the training ticket (unless otherwise noted on the ticket)
   2. If the associated client(s) don’t respond within one week reach out again
   3. If the associated client(s) don’t respond within one week of the second reach out, re verify the contact(s). If they are current product users verify they have current logins, etc. Then reach out a third time. 
   4. If the associated client(s) don’t respond within one week from the third reach out - please call. Leave the recorded message on the ticket. Give it 3 days.
   5. If the contact has not responded to the voicemail (or prior emails), please make a note on the implementation ticket to @ Amy Hanson with a summary of your reachouts and change the ticket to Flagged status
   6. IF THE EMAILS ARE NOT BEING OPENED - If emails are not being opened - look for phone number and try to contact that way

1. Refresher training: Conversations should be logged to the training ticket to verify tracking. This way we can determine if our reach outs are being received/viewed. We will reach out once per week. Trainers please schedule a time on your calendars to review/update reach outs and ticket notes.
   1. The trainer will reach out to the associated client(s) within two days of being assigned the training ticket (unless otherwise noted on the ticket)
   2. If the associated client(s) don’t respond within one week reach out again
   3. If the associated client(s) don’t respond within one week of the second reach out, change the ticket status to Closed - Did not Happen and add the note summarizing your reach outs/no response. 

1. Onboarding training: Conversations should be logged to the training ticket to verify tracking. This way we can determine if our reach outs are being received/viewed. We will reach out once per week. Trainers please schedule a time on your calendars to review/update reach outs and ticket notes.
   1. The trainer will reach out to the associated client(s) within 24 hours of being assigned the training ticket (unless otherwise noted on the ticket)
   2. If the associated client(s) don’t respond within THREE BUSINESS DAYS reach out again.
   3. If the associated client(s) don’t respond within three business days of the second reach out, re verify the contact(s). If they are current product users verify they have current logins, etc. Then reach out a third time. 
   4. If the associated client(s) don’t respond within three business days from the third reach out - please call. Leave the recorded message on the ticket. After three business days, move on to the next step.
   5. If the contact has not responded to the voicemail (or prior emails), please make a note on the implementation ticket to @ Amy Hanson with a summary of your reachouts and change the ticket to Flagged status
   6. IF THE EMAILS ARE NOT BEING OPENED - If emails are not being opened - look for phone number and try to contact that way