Playbooks
By Ana Ruiz · created 8 Mar 2021, 09:00 UTC · last updated 2 Oct 2026, 07:40 UTC · version 6
playbooksindex
How customer success and support do the recurring things. If you do something twice and it isn't here, write it down.
| Playbook | Use it when | Owner |
|---|---|---|
| Customer onboarding guide | A customer has signed | Clara |
| Single sign-on | A customer asks how sign-in with their own accounts works | Ana |
| Single sign-on checklist | Depots are about to switch to single sign-on | Clara |
| Setting up phone-code sign-in | Depot workers have no company email | Clara |
| Preparing a people import file | People arrive from a spreadsheet | Clara |
| Go-live runbook | The six weeks before a go-live, and the two after | Clara |
| Access requests and approvals | A customer asks who approves what | Ana |
| Escalation process | Something is stuck, or a customer is upset | Ana, Ines |
| QBR template | A quarterly review is coming up | Ben |
| Support desk: triage and response times | Working the SUP queue | Ines |
| How we use Emargen in customer success | Answering a customer question | Ana |