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Coupa Success Portal

4.5 Transition to Support and CSM

Overview

The transition from the implementing team to the Coupa Support manager and the assigned Customer Success manager is key to ensure continued success with the customer. The handover document should be a snapshot of the customer, including and specific requirements and terminology that they have. This will be a reference for the support and CSM teams when working with the customer after go-live.

More information about these teams and additional information on Optimizing Spend Management initiatives can be found in the following links:

Customers will also find that we have a number of best practice webinars, weekly office hours, customer meet ups, and many other customer networking and customer education events, to further drive usage of Coupa!

Activities

Activity Key Inputs Roles & Responsibilities Deliverables Supporting Documents
Request customer access to Coupa Support for any additional resources not assigned during implementation  

Coupa or Partner Project Manager

Submit Support ticket with the name, email and phone (if available) for each customer representative who needs access to support portal

 
Customer knowledge transfer to CSM Complete the PS-to-CSM handover document

Coupa/Partner Project Manager to complete the doc and initiate meeting for PS-to-CSM.

Complete the handover document ahead of transition to CSM call.  Attach in ICM record in Salesforce PS to CSM & Support Handover Template
Complete the TS-integration support transition client wiki   TS technical architect to fill out relevant information on the integrations wiki Completed integration information in the integrations wiki Client Integrations
Transition to Coupa integration support   TS technical architect to schedule the transition call with integration support. Completed integration information in the integrations wiki Client Integrations
PS-to-CSM and TS Transition call   Coupa PM to arrange call, including partner if applicable. Internal call with PS (partner)/TS/CSM/Support to introduce customer  

Strategic, EMEA and APAC

 

Customer transition to Support

Confirm customer can successfully log into support portal

Coupa PM to schedule call with relevant regional support representatives

 

Hold Customer call for transition to Support  

Mid-Market (US Only)

 

Customer transition to Support

 

Coupa Project Manager

Add customer attendees to one of the bi-weekly Support Transition calls. These can be found in the Support Transition calendar.

*Do not forward the invite. Doing so will not give Support visibility into who is scheduled to attend.

 

Strategic, EMEA & APAC

 

Customer transition to CSM

 

Coupa Project Manager

Hold Customer call for transition to CSM

 

 

Mid-Market (US Only)

 

Customer transition to CSM

 

Coupa Implementation Manager

Email CSM to notify them of transition and primary customer contact. CSM will reach out and schedule a call with the customer  
Update OpenAir and SFDC  

Coupa Project/Implementation Manager

Update OpenAir: Handoff dates, Engagement Status and Project Stage

Update SFDC: CSM Handoff date (in ICM) and Customer Status in the Account profile.

 
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