Active use check-in call script
Prepare for the call:
Review deployment history for your customer and use this as guidance to determine their incremental progress in seat deployment.
Open the call:
“Good morning/afternoon. My name is [insert name], and I’m calling from [insert reseller] regarding your Adobe [insert product name] subscription. May I please speak with [insert customer’s name]?”
If... |
Then... |
|---|---|
| You reach the customer’s voicemail | Proceed with Voicemail script below |
| A gatekeeper answers the call | Proceed with Gatekeeper Navigation script below |
| The customer answers the call | Proceed with Active Use check-in call flow below |
Voicemail script:
Leave the following voicemail message: “My name is [insert name], and I’m calling from [insert reseller] regarding your Adobe [insert product name] subscription. I will try to reach you again tomorrow. If you need assistance, please call me at [insert number].”
Gatekeeper Navigation script:
You: “Hello. May I please speak with [insert customer’s name]?”
Gatekeeper: May I ask who is calling?
You: “My name is [insert name], and I’m calling from [insert reseller] regarding [insert customer’s name] Adobe [product name] subscription. I wanted to follow up on your deployment.”
Gatekeeper: Just one moment.
You: “Thank you.”
Active use check-in call flow:
If... |
Then... |
|---|---|
| The customer was fully deployed at the Welcome call stage | Proceed with Courtesy Call script below |
| The customer has now become fully deployed | Proceed with the Customer Congratulations script below. |
| The customer is still struggling to attain full deployment | Proceed with Active Use check-in call script below |
Courtesy Call script:
You: “Hello. Thank you for taking my call today. I see that your [insert product name] seats are fully deployed. I just wanted to remind you that I am here to support you if you have any questions or concerns. I will follow up with a quick email to share my contact details. Thanks again and have a great day!”
Customer Congratulations script:
You: “Hello. Thank you for taking my call today. I see that since our last discussion, you have now deployed all of your [insert product name] licenses. Congratulations! I just wanted to remind you that I am here to support you if you have any questions or concerns. I will follow up with a quick email to share my contact details. Thanks again and have a great day!”
Active use check-in call script:
You: “Hello. Thank you again for your recent [insert product name] purchase. I wanted to take a moment to check in with you. My latest report shows that you have deployed XX seats so far. You still have XX seats available to you. Is there anything I can do to support that implementation?”
Allow the customer to respond. Be sure to note if they share any areas where they are struggling with implementation. Also listen for any comments regarding current or future projects or requirements. Reassure them that if they assign the remaining seats to team members today and change their mind later, they can quickly and easily re-assign the licenses at any time. The most important outcome for your customer is 100% implementation of their purchased seats.
You: “I will send a follow up email with support links that may help you with your implementation. Is there anything else I can help you with today? Thank you again for your time, and please don’t hesitate to reach out if you need any assistance.”