UPG Workflow, effective 2/12/2025
UPG Daily Check Process, Workflows
This is where you receive new tickets each day. Your objective is to qualify and transfer to the correct queue.
Daily View Workflow - Cadence
• ALL NEW INCOMING TICKETS MUST BE REVIEWED/RESEARCHED WITH THE PROPER WAIT/DISCOVERY CONDUCTED, TO DETERMINE IF IT’S A RED, YELLOW OR GREEN OPPORTUNITY APPROACH
• AFTER CONDUCTING THE PROPER RESEARCH, BASED ON YOUR FINDINGS, THE FIRST INTRODUCTORY EMAIL SHOULD BE SENT WITHIN 30 DAYS OF ASSIGNMENT TO REP
• YELLOW: Email Once every 30 days / Once a month. Update the Resolution Date accordingly EACH time
• Email #1 = Sent within 30 days of assignment,
• Email #2 (if no response yet) = Follow-up email sent within 30 days from first email
• Email # 3 (still no response) = Follow –up email sent every 30 days of last email until a response is received
• GREEN: Email Once every 15 days/ Twice a month. Update the Resolution Date accordingly EACH time
• Email #1 = Sent within 30 days of assignment
• Email # 2 (if no response yet) = Follow-up email sent within 15 days from first email
• Email #3 (still no response) = Follow-up email sent again within 15 days of last email that was sent until a response is received.
• CALL LIST: Unless otherwise noted/documented in the opp, email every 5 days (or as frequently as necessary in a day considering any ongoing conversations). Update the Resolution Due Date accordingly EACH time
• PURPOSEFUL Follow-up emails sent within 5 days from the last email
• Continue to follow-up in email until it’s determined a RNU or move to HOT LIST
(In the Call List, the opp can move from IN PROGRESS to Pricing/Formal Proposal if you’ve sent a quote)
HOT List Workflow (NEW) - Cadence
• The only items in your HOT List should be considered opps/tickets that has verified traction. These are opps/tickets you should be projecting to close within any given week(s) or month(s)
• The status could be Qualified Evaluation, Pricing/Formal Proposal or Forecasted
• Priority STATUS should be Critical
• Emails and/or phone calls are expected to be followed up on frequently
• The frequency of emails and/or phone calls would be on a case-by-case basis, however there should NEVER be more than 3 business days of non-activity on an opportunity in this stage unless documented/noted on the ticket
• Update the Resolution Date accordingly (3 days) EACH time you update the opportunity
• The goal is to bring closure to the opportunities/tickets in this listing with a sense of priority and urgency
Suggested First Contact Templates
YELLOW
Subject: [person’s name], Get the Most Value from Syncfusion
Hello [person’s name],
My name is ______ and I am your dedicated License Specialist with Syncfusion. I work with companies like [company name] to ensure that they have the ideal structure to maximize the value they are getting from Syncfusion, often by reducing the average cost per developer.
If you plan to grow your team or add a new development project at any time this year, please contact me directly so I can get you Preferred Customer Discounts on the coverage option that will best suit your unique use case.
Thank you for partnering with us, and I look forward to hearing from you.
GREEN
Subject: [person’s name], Get the Most Value from Syncfusion
Hello [person’s name],
My name is ______ and I am your dedicated License Specialist with Syncfusion. I work with companies like [company name] to ensure that they have the ideal structure to maximize the value they are getting from us.
In reviewing your account, I noticed that [insert WAIT here, e.g. for and team where all are assigned]. We have more flexible options that are not limited by application or headcount, and I would love to learn more about your use case to see what Preferred Customer Discounts you are eligible for and explore options that may reduce your average cost per developer.
Please contact me with a quick update at your earliest convenience. Thank you for partnering with us, and I look forward to hearing from you.
