Save Plays™
A flag is only useful if someone acts on it.
Every Handover flag comes with a Save Play: the steps to take, written by people who have run MSP accounts, and an email to the client's decision-maker ready to send. Mark it done and Handover checks whether the client recovered.
What a Save Play looks like
The play for a client whose first response times have slipped, as it appears on the flag.
Save Play
Reset response times
Slower first responses are the first thing a client feels, and the first thing they mention at renewal.
- Check who picks up this client's tickets and whether a queue or rota changed.
- Call the main contact before they raise it, and say what you are changing.
- Watch first response for two weeks and share the improvement with them.
Email to the client's decision-maker
Our response times for Westfield Manufacturing
Hi, We review service levels for every client, and our first response times for Westfield Manufacturing have slipped recently. That is not the standard we hold ourselves to. We have already looked at why and are making changes this week. Could we have 15 minutes to talk it through and check nothing else is getting in your way?
One play for every kind of signal
Slower responses, a growing backlog, a client gone quiet, a renewal coming up, one contact raising everything: each signal has its own play. A few more examples:
Re-engage a quiet client
Clients that stop raising tickets are often working around you, or already talking to someone else.
Start the renewal early
Renewals decided at the last minute are decided on price. Start while there is time to show value.
Widen the relationship
If one person raises everything, losing that person can lose you the account.
Built for the person who renews
The email goes to the client's decision-maker, under your company name, and replies come straight back to you. It never mentions Handover, the scan or your internal numbers. You can edit every word before it goes, copy it into your own email app instead, or skip the email and just follow the steps.
Then it counts the result
Marking a play done records who acted and when. If a later scan shows the signal has cleared and the client is still with you, their annual value is added to your Saved Revenue. That is the number to bring to your next board meeting.