Open Enrollment Escalation and Fee Waiver Process

This articles includes the instructions on how to escalate Open Enrollments and waive fees associated with them.

OVERVIEW

In certain situations with our clients, service leaders may need to escalate an Open Enrollment build project timeline or request to waive fees for an Open Enrollment project. These types of requests must be approved by the Pod Manager before applying this process. There are a few different scenarios on how we engage the Professional Services team to push this along.

ESCALATION SCENARIOS

Here are some examples of when we can escalate an OE project to PS:

  • The Pod Manager determines that the client is in a negative place with Namely and is at high risk of leaving at their renewal. An expedited or free OE build may help save the relationship.

  • Namely is at fault for the delay of their Open Enrollment project from the beginning.

TIMELINE ESCALATION PROCESS

If it is deemed necessary to expedite the build for a client, please follow the below process:

  1. Pod Manager reviews the situation to determine if the escalation is warranted.

  2. Pod Manager or Lead navigates to the client's SFDC account page > Projects > clicks into the live OE Project.

  3. Within the project, click Chatter on the right-hand side.

  4. Chatter @Cherie and the Mission Control project owner with the escalation information.

    • Provide a brief summary of why the escalation is approved and the new expected timeline.

    • Wait on Cherie’s final approval before resetting the expectations with the client.

FEE WAIVER PROCESS

A client may also request their OE fees to be waived upfront, or retroactively. Cherie has the ability to apply any discounts to the Project Services Catalog. Please follow the below process if they request this:

  1. Pod Manager reviews the situation to determine if waiving their fees is warranted.

  2. It is ultimately PS that makes the final decision whether a waiver is approved and will also determine the discounted amount.

  3. If an OE project has not yet been submitted, open a case, state the reason for escalation and send the case to the PS Engagement Queue for Cherie to review.

  4. If an OE project is already submitted, navigate to the OE Project in SFDC.

  5. Chatter @Cherie and the project owner to request the fee waiver.

    • Since the OE project was already submitted, Namely will apply a credit for the amount on their next invoice instead of discounting the fees up front.