Playbooks

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AjayPriyaDeepakAnil
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Customer success

Playbooks

5 accounts · 3 at risk · 2 escalations open · NPS -50 from 2

Updated 2026-08-26
Same screen, other company —Mehta AutoSahyadri Systems

Running now

3
  • Account at risk· Sundaram Auto Systems1 of 3 · day 64 days late

    Next: Founder-to-founder call if the answer is 'sourcing' — Founder Ajay called on the 20th. Answer: 'a new supplier in Aurangabad is being trialled on brackets'. The founder call has not been booked.

  • Rate-contract renewal· Meridian Drivetrain Ltd2 of 4 · day 54

    Next: Proposal sent — Account owner Meeting held 18 August; the proposal with the price-down answer is due by the 31st and has not gone.

  • Quarterly review with a Tier-1· Sundaram Auto Systems4 of 4 · day 49

    Complete. July review done. Minutes sent on the 25th.

The playbooks

New account — first 90 days

Starts when: A won deal with a first order

  1. day 1Kick-off call: schedule cadence, dispatch contact, quality contact · Account owner
  2. day 7First lot: dispatch coordinator calls their stores on arrival · Dispatch
  3. day 30First-month review: offtake vs schedule, any NCR, payment terms confirmed · Account owner
  4. day 90NPS ask, from the purchase head · Account owner

Quarterly review with a Tier-1

Starts when: Every quarter, every rate-contract account

  1. day -14Pull schedule vs actual, on-time %, open NCRs, payment days · Account owner
  2. day -7Quality head reviews the NCR list and the corrective actions · Quality
  3. day 0The review, with their purchase and SQA heads in the room · Account owner, founder
  4. day 3Minutes and actions to them, in writing · Account owner

Account at risk

Starts when: Health below 45, or a schedule cut two months running

  1. day 0Owner calls the purchase head the same day: what changed · Account owner
  2. day 2Founder-to-founder call if the answer is 'sourcing' · Founder
  3. day 7Written plan: what we fix, by when, who signs · Account owner, quality

Rate-contract renewal

Starts when: 120 days before the contract ends

  1. day -120Cost sheet refreshed; the price-down we can afford, decided · Finance, founder
  2. day -90Renewal meeting booked with their purchase head · Account owner
  3. day -60Proposal sent · Account owner
  4. day -30Signed, or escalated to the founder · Founder