How to Submit a Saves Request to a Senior Mentor

Salesforce User Guide - Saves Request Submission

Overview

This guide walks you through the steps to submit a saves request to the Senior Mentor team in Salesforce. Use this process when a client needs to be escalated to the saves team for retention support.

Who This Is For: All sales reps.

When to Submit a Saves Request

Submit a saves request in any of the following situations:

• The client wants to cancel a product or service sold by a Mastery Concierge (MC) rep
• The original rep is no longer at RRI
• The client no longer wants to speak with the rep who made the sale
• The rep has attempted to save the client but believes the saves team may have a better chance of retaining them

Step-by-Step Instructions

Step 1: Open the Client Account in Salesforce

Log into Salesforce and navigate to the client's account record.

Step 2: Click Generate Engagement

From the client's account, locate and click the "Generate Engagement" button.

Step 3: Review the Popup

A new popup window will appear with options for the engagement type. Review the options before proceeding.

Step 4: Select the Type of Saves Opportunity

From the popup, select the appropriate type of saves opportunity based on what needs to be saved. Choose the option that most accurately reflects the client's situation.

Step 5: Link the Parent Opportunity

On the next screen, link up the parent (original) opportunity. This connects the saves request to the original sale for proper tracking.

Note: Make sure you are linking to the correct originating opportunity. This is critical for accurate tracking and reporting.

Step 6: Log a Call from the Client Account

Once the saves opportunity has been created, go back to the client's account and log a call.

Step 7: Add Details to the Call Log

In the call log, complete both of the following fields:

• Subject line - briefly describe the reason for the saves request
• Comments section - provide full context including the client's situation, what was discussed, and why this is being escalated to the saves team

Note: The more detail you provide in the comments section, the better equipped the saves team will be to help the client. Include any relevant background, previous conversations, and the client's specific concerns.

For questions or technical support, please submit a ticket through Zendesk and select Business Operations.