Escalating Issues

Many times PCs will need to escalate an issue they are having with a client. There are specific
people and departments the Product Consultant should contact depending on the issue.

Points of Contact for Escalation

Account Manager (AM) – email or call

 When the app has been oversold: this is when the client expects the app to do more than it
should and claims they signed based on that feature
 Functionality did not meet expectations and the client vocalizes concern
 General client dissatisfaction

Direct Sales (DS) – email or call

 If clarification is needed in the initial contract signed by the client
 The AM should remain involved in any escalation to the DS

Team Lead/Manager (Direct Report - 1st Leadership Escalation)

 When the client is upset and you notified the AM
 If you’re running into technical issues and the client is still upset – good for collaboration and
renewal
 Escalating technical issues after and during connection with App Support
 If the client asks to speak to a management team member
 India: Abbas Izhar
o aizhar@crowdcompass.com
o Ex. 5269
o Skype: Abbas.Izhar1
Anna Thapa
o athapa@cvent.com
o Ex. 5281
o Skype:
 U.S.:
o Chelsea Steinberg
 csteinberg@crowdcompass.com
 Ext. 2161
 Skype: Chelsea.steinberg1
o Chelsea Goff
 cgoff@crowdcompass.com
 Ext: 2111
 Skype: Chelsea.goff5

Emily Gotosa (2nd Leadership Escalation)

 When the client is upset and both the Team-Lead and Account Manager have already been
notified, but the issue requires higher management.
 Both the TL and AM should remain involved and acknowledge the need for her involvement
 egotosa@cvent.com
 Skype: Emily.gotosa

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Scott Castleman (3rd Leadership Escalation) – email or call
 Generally the Team Lead and Emily will be the first leadership people to address a concern,
but if the client is severely upset and requires senior leadership
 Should come after confirmation from Emily and/or the TL
 scastleman@cvent.com

App Support – submit a ticket

 Technical issues with the mobile app
 Questions about App functionalities and/or interface
 Tickets submitted through Salesforce cases

Product Development – Salesforce Chatter

 Questions about a recent release or new features that were introduced
 Questions about upcoming releases and enhancement requests
 Salesforce Chatter Group

Cvent CSC – email or call
 If the client is a Cvent client and you need assistance with their information in the Event Tool
and/or other Cvent products
 Integration questions or conflicts (i.e. activities not pulling over)

Neha Verma – Team Lead, Phone Team

 Support Queue questions or escalations
 phone, email or skype
 nverma@cvent.com
 Ext. 3781
 Skype: neha15verma

Rup Konwar – Manager, Phone Team

 Support Queue questions or escalations
 phone, email or skype
 rkonwar@cvent.com
 Ext. 5126
 Skype: nikkonwar

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