CRM & Sales Pipeline¶

Category: Sales | Version: 2.0 | Status: Active

Overview¶

Centralize BrainSAIT customer relationship management—track accounts, contacts, interactions, and customer health across hospitals, clinics, and insurance organizations in Saudi Arabia.

Channel Structure¶

CRM Channels¶

Channel	Purpose	Members
`#accounts-enterprise`	Tier 1 hospital accounts (200+ beds)	AEs + CSMs
`#accounts-midmarket`	Tier 2 accounts (50-200 beds)	AEs + CSMs
`#accounts-sme`	Tier 3 clinics and small practices	AEs + Partners
`#customer-intel`	Account research and insights	Sales + Marketing
`#renewals`	Upcoming renewals and expansion	CSMs + Sales

Customer-Specific Channels¶

Pattern	Purpose
`#acct-[customer]`	Dedicated account channel
`#acct-[customer]-executive`	Executive relationship channel

Account Tiers¶

Tier	Criteria	Value	Team
Enterprise	200+ beds, 10K+ monthly claims	500K+ SAR	Named AE + CSM
Mid-Market	50-200 beds, 2-10K claims	100-500K SAR	Named AE
SME	<50 beds, <2K claims	20-100K SAR	Partner/pooled

Account Health Scoring¶

Score	Status	Criteria	Action
🟢 90-100	Healthy	High adoption, expanding, advocate	Upsell, reference
🟡 70-89	Stable	Steady usage, neutral sentiment	Engage, prevent churn
🟠 50-69	At Risk	Low adoption, issues reported	Intervention plan
🔴 <50	Critical	Churn signals, escalations	Executive engagement

Account Templates¶

New Account Setup¶

## New Account: [Customer Name]

**Account ID:** ACCT-[XXXX]
**Tier:** Enterprise / Mid-Market / SME
**Created:** [Date]

### Account Profile

- **Type:** Hospital / Clinic / Insurance / TPA
- **Size:** [X] beds / [X] monthly claims
- **Location:** [City], Saudi Arabia
- **Industry Segment:** [Government / Private / Academic]

### Products Deployed

| Agent | Status | Go-Live | Monthly Usage |
|-------|--------|---------|---------------|
| ClaimLinc | Active | [Date] | [X] claims |
| PolicyLinc | Active | [Date] | [X] verifications |
| DocsLinc | Pending | [Date] | - |

### Key Stakeholders

| Name | Title | Role | Contact |
|------|-------|------|---------|
| [Name] | CIO | Executive Sponsor | [Email] |
| [Name] | RCM Director | Champion | [Email] |
| [Name] | IT Manager | Technical | [Email] |

### Contract Details

- **Start Date:** [Date]
- **End Date:** [Date]
- **ACV:** [X] SAR
- **Payment Terms:** [Terms]

### Success Metrics

| Metric | Baseline | Current | Target |
|--------|----------|---------|--------|
| Clean Claim Rate | [X]% | [X]% | 98% |
| Rejection Rate | [X]% | [X]% | <3% |
| Processing Time | [X] min | [X] min | <2 min |

Account Health Check¶

## Account Health Check - [Customer Name]

**Date:** [Date]
**Health Score:** [X]/100 🟢/🟡/🟠/🔴

### Usage Metrics (Last 30 Days)

| Metric | Value | Trend |
|--------|-------|-------|
| Claims Processed | [X] | ↑/↓/→ |
| Active Users | [X] | ↑/↓/→ |
| API Calls | [X] | ↑/↓/→ |
| Support Tickets | [X] | ↑/↓/→ |

### Product Adoption

| Agent | Adoption | Notes |
|-------|----------|-------|
| ClaimLinc | [X]% | [Notes] |
| PolicyLinc | [X]% | [Notes] |
| DocsLinc | [X]% | [Notes] |

### Sentiment Indicators

- [ ] NPS Score: [X]
- [ ] CSAT: [X]/5
- [ ] Executive engagement: Active / Declining
- [ ] Reference willingness: Yes / No / Maybe

### Risk Factors

- [ ] [Risk 1]
- [ ] [Risk 2]

### Recommended Actions

1. [Action] - Owner: @[name] - Due: [Date]

Key Messages¶

Account Update¶

📊 Account Update: [Customer Name]

Health Score: [X]/100 🟢/🟡/🟠/🔴

Recent Activity:

[Activity 1]

[Activity 2]

Key Metrics:

Claims this month: [X] (±[X]%)

Clean claim rate: [X]%

Active users: [X]

Next Steps:

[Action] - @[owner]

Renewal Alert¶

🔔 Renewal Alert: [Customer Name]

Renewal Date: [Date] ([X] days away) Current ACV: [X] SAR Proposed ACV: [X] SAR

Account Health: 🟢/🟡/🟠/🔴

Expansion Opportunities:

Add DocsLinc: +[X] SAR

Add RadioLinc: +[X] SAR

Volume increase: +[X] SAR

Risks:

[Any concerns]

Next Steps:

QBR scheduled: [Date]

Renewal proposal sent: [Date]

Customer Win Story¶

## Customer Success Story: [Customer Name]

**Industry:** [Hospital / Clinic / Insurance]
**Size:** [X] beds / [X] monthly claims
**Region:** [City], Saudi Arabia

### Challenge

[Describe the customer's initial challenges - high rejection rates,
manual processing, NPHIES compliance issues, etc.]

### Solution

**Products Deployed:** ClaimLinc, PolicyLinc, DocsLinc

**Implementation Highlights:**

- Timeline: [X] weeks
- Integration: [EMR/HIS system]
- Training: [X] users

### Results

| Metric | Before | After | Improvement |
|--------|--------|-------|-------------|
| Clean Claim Rate | [X]% | [X]% | +[X]% |
| Rejection Rate | [X]% | [X]% | -[X]% |
| Processing Time | [X] min | [X] sec | -[X]% |
| Manual Review | [X]% | [X]% | -[X]% |

### Customer Quote

> "[Quote from customer about BrainSAIT impact]"
>
> — [Name], [Title], [Customer Name]

### Referenceable?

- [ ] Case study approved
- [ ] Reference call available
- [ ] Logo usage approved

Sales Process Integration¶

Lead to Customer Lifecycle¶

1. Lead Generated (Marketing)
    ↓
2. Qualified (Sales)
    ↓
3. Opportunity Created → Deal Tracking
    ↓
4. Closed Won → Account Created
    ↓
5. Implementation → Customer Onboarding
    ↓
6. Go-Live → CRM Active Management
    ↓
7. Renewal/Expansion → Sales Cycle

Account Planning¶

## Account Plan: [Customer Name]

**FY Target:** [X] SAR
**Current ACV:** [X] SAR
**Whitespace:** [X] SAR

### Growth Opportunities

| Opportunity | Value | Timeline | Probability |
|-------------|-------|----------|-------------|
| Add DocsLinc | [X] SAR | Q[X] | [X]% |
| Volume increase | [X] SAR | Q[X] | [X]% |
| New department | [X] SAR | Q[X] | [X]% |

### Relationship Map

| Stakeholder | Relationship | Strategy |
|-------------|--------------|----------|
| [Name] - CIO | Strong | Maintain as champion |
| [Name] - CFO | Neutral | Build ROI case |
| [Name] - CMO | Unknown | Introduce RadioLinc |

### Competitive Threats

- [Threat 1 and mitigation]

### Action Plan

1. [Action] - Owner - Due

Integration Points¶

CRM System: Account records, opportunity sync
DataLinc: Usage analytics, health scores
Notion: Account plans, success stories
Calendar: QBR and check-in scheduling