4.5 Transition to Support and CVM
Overview
The transition from the implementing team to the Coupa Support manager and the assigned Customer Value 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 CVM 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 CVM & Support | Complete the PS to CVM & Support handover document |
Coupa/Partner Project Manager to complete the doc and initiate meeting for PS-to-CVM. |
Complete & provide the handover document ahead of transition to CVM & Support calls. Attach in ICM record in Salesforce | PS to CVM & Support Handover Template |
| Coupa Pay Post Go Live Refresh - Provisioning steps | Partner/Coupa | Coupa/Partner to Educate the customer on Re-provisioning Coupa Pay in their test instance once their test instance is refreshed. Share the link with the customer requesting to follow the steps outlined in this document to enable Coupa Pay in their test instance post the refresh | Coupa Pay Post Go Live Refresh - Provisioning steps | |
| Submit all project related documentation to Coupa | Partner provides all project documentation to Coupa as part of transition activities | Project artifacts delivered to Coupa | List of Required Project Documentation | |
| Complete remaining details on project site | EM/SA/TA to fill out relevant information on the project site | Completed artifacts, functional, integration and supplier enablement information on the project site | Project Site | |
| Transition to Coupa integration support | TS technical architect to schedule the transition call with integration support. | Completed integration information on the project site | Project Site | |
| PS to CVM and Support Transition call | Coupa EM to arrange call, including partner if applicable. | Internal call with PS (partner)/TS/CVM/Support to introduce customer | ||
|
Strategic, EMEA and APAC
Customer transition to Support |
Confirm customer can successfully log into support portal |
Coupa EM to schedule call with relevant regional support representatives
|
Hold Customer call for transition to Support | |
|
Mid-Market (US Only)
Customer transition to Support |
Coupa Engagement 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 CVM |
Coupa Engagement Manager |
Hold Customer call for transition to CVM
|
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|
Mid-Market (US Only)
Customer transition to CVM |
Coupa Implementation Manager |
Email CVM to notify them of transition and primary customer contact. CVM 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: CVM Handoff date (in ICM) and Customer Status in the Account profile. |