Escalation Management

The Network Outreach team may escalate private company requests to the client Relationship Manager when we require client assistance to overcome obstacles. Common reasons we will reach out to you include invalid supplier contact information, the supplier has requested confirmation of the program from you, or the supplier has been unresponsive. In these cases, prompt action is key to your program’s success. On our legacy system, escalations were performed via email, with no simple way to view or track escalated requests. 

While we are still reaching out via email when we need client assistance, we have also created Escalation Views to increase efficiency actioning and managing escalated requests. Simply click on one of the two new tiles (pictured below) to review requests under either My Escalations or All Escalations.

All Escalated Requests: See all requests that are escalated and require client assistance. filter by client Relationship Manager and by escalation reason. Easily view the comment form our Network Outreach team for additional detail.
My Escalated Requests: See requests where the current user is listed as the client Relationship Manager that are escalated. Filter by Escalation Reason. Easily review the comment from our Network Outreach team for additional detail.

To navigate back to your Program Dashboard for a birds' eye view of the statuses of your requests, open the side menu by clicking the three lines next that appear next to Program Management, then select Dashboard.