1. Objective
The purpose of the SayPro Client Follow-Up process is to maintain professional and value-driven communication with clients after the submission of a bid or tender. This ensures that clients receive appropriate support, clarification where necessary, and an opportunity to provide constructive feedback for continuous service improvement under the SayPro SCMR-1 framework.
2. Key Components of Client Follow-Up
2.1 Scheduling Follow-Up Sessions
- Timeline:
- Initiate follow-up within 5–10 working days after submission deadlines, or as aligned with the client’s procurement timelines.
- Mode of Communication:
- Conduct follow-ups via virtual meetings (Zoom, Teams), phone calls, or official emails—depending on client preference and availability.
- Participants:
- SayPro Submission Manager, Account Manager, and, where relevant, the Bid Writer assigned to the project.
2.2 Post-Submission Support Topics
- Acknowledgment and Gratitude:
- Thank the client for their collaboration and reaffirm SayPro’s commitment to service excellence.
- Clarification Support:
- Offer assistance in case the client receives requests for clarifications or additional documentation from evaluators.
- Prepare and deliver clarifying documents or revised sections where allowed under the SCMR-1 rules.
- Issue Resolution:
- Address any issues the client may have experienced during the submission process (technical problems, deadline stress, document interpretation).
- Offer recommendations to improve internal coordination for future submissions.
2.3 Feedback Collection
- Structured Feedback Form:
- Distribute a standardized client feedback form evaluating service dimensions such as responsiveness, technical expertise, communication, and satisfaction with the submission outcome.
- Open Discussion:
- Conduct a conversational feedback session to capture qualitative insights, including what the client appreciated and what can be improved.
- Success Outcome Monitoring:
- If results are known, discuss the outcome of the bid (win/loss) and examine contributing factors.
- For unsuccessful submissions, offer a loss analysis and suggest a revised approach for the next tender cycle.
2.4 Documentation and Continuous Improvement
- Feedback Logging:
- All client feedback and follow-up notes are logged in the SayPro Client Relationship Management (CRM) system.
- Post-Mortem Review:
- Internally review all collected feedback during monthly team debriefs and incorporate lessons learned into updated guidelines for SCMR-1 submissions.
- Support Continuity:
- Identify opportunities for future collaboration, retendering, or preparation for quarterly submissions.
- Schedule early engagement discussions for the next SCMR cycle based on the feedback received.
3. Tools and Documentation
- Client Feedback Form – SCMR-1 Edition
- CRM System for Follow-Up Logs
- Post-Submission Checklist
- Support Ticket or Query Tracker
- Monthly Follow-Up Report Template
4. Value to Clients
- Provides reassurance and transparency following submission.
- Strengthens client confidence in SayPro’s professional handling of tender processes.
- Creates a loop of continuous learning and improvement, increasing future win rates.
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