This article provides clear guidelines for handling accounting-related inquiries to ensure efficient resolution while maintaining a seamless customer experience.
Who Owns What?
✅ Customer-Facing Teams (Interpreter Relations, Customer Support, Sales etc.) → Responsible for closing the loop with customers or interpreters.
✅ Accounting Team → Responsible for reviewing and actioning accounting-related requests but does NOT communicate directly with customers or interpreters.
Process for Handling Accounting-Related Inquiries
Step 1: Reassign the Ticket to Accounting
When an accounting-related inquiry comes in, the team member who receives the ticket must:
1️⃣ Reassign the ticket to the Accounting Pipeline in the HubSpot system.
2️⃣ Set the ticket status as "Waiting Internal" to indicate it is pending Accounting’s action.
3️⃣ Add a note providing clear context for Accounting, including:
- The nature of the request (e.g., missing payment, invoice discrepancy, tax documentation).
- Any relevant attachments or supporting documents.
- Expected resolution or specific action required from Accounting.
Step 2: Accounting Actions the Ticket
The Accounting team will:
✅ Review the request and process the necessary actions (e.g., verify payment, correct discrepancies, update records).
✅ Add a detailed update in the ticket notes outlining what was done or what next steps are required.
✅ Reassign the ticket back to the original ticket owner and to the correct pipeline once completed.
Step 3: Customer-Facing Team Closes the Loop
The original ticket owner will:
✅ Review Accounting’s notes and update the customer/interpreter accordingly.
✅ Draft and send a response using the provided details.
✅ Close the ticket once the issue has been fully addressed.
Key Reminders
🚫 Accounting does NOT communicate directly with customers or interpreters.
🔄 The original ticket owner is responsible for ensuring the customer receives a final response.
📌 Always provide clear notes when reassigning a ticket to Accounting to avoid delays.
⏳ If you do not receive a response from Accounting within 24 hours, please follow up directly with the Accounting team for an update in Zoom Chat.
By following this process, we ensure faster resolutions, clearer communication, and better customer experience while keeping Accounting focused on their core responsibilities. 🚀