Business Value Check In -  Meeting Standards & Expectations

Frequency

• Platinum / Gold – Monthly
• Silver – Quarterly

Duration

• Platinum / Gold – 60 minutes
• Silver – 30 minutes

Invite Requirements

• Attach standard ACG/vMOX Monthly Agenda
• Include Primary POC
• Optional (as appropriate):
  • Client Success Manager(s)
  • Service Delivery Manager
  • Expense Management Analyst(s)
  • Senior Director, Operations

 Required Pre-Work (Reporting Review)

Inventory

• Customer Contract upgrade dates
• Carrier Contracts
  Regular carrier contract reviews help ensure: 
  • Accurate services, pricing, and terms
  • Compliance with current business requirements
  • Early identification of discrepancies, expired terms, billing risks, and service-level gaps
• Contracts should be reviewed monthly as part of BVC preparation to prevent operational or financial impact.
• Ensure timely upload of carrier contracts into Max OPS.
• Confirm the most current MSA and all subsequent amendments are loaded.
  • Verify naming conventions: MSA – Carrier Name – Effective Date
• Make/model mismatches
• Unknown device recommendations
• Duplicate IMEIs
• Multi-device policy violations

Spend & Usage

• Carrier spend
• Equipment spend (high-dollar/non-activated)
• Data usage

Orders & Tickets

• Open/long/multi-entry reports
• Delay & bottleneck research
• Guidance preparation

Additional Validation

• Invoice past-due review
• Playbook validation ( monthly review) 
• Catalog verification

 Standard Monthly BVC Agenda (Minimum Required Topics)

• Monthly reporting review
• Data & zero usage
• Savings & recommendations
• Projects & open items
• Employee file updates
• RTMM alerts
• Orders & tickets
• Expense Management Analyst updates
  • “Noteworthy” subject line indicator
• Outstanding questions
• OnePortal enhancements/training
• New reporting

 Post-Meeting Requirements (AI Transcription)

Timing: Within 24–48 hours
Recipients:

• To: Attendees
• CC: Invited but absent

Must Include:

• Discussion summary
• Action items with owners
• Project updates
• Risks/concerns
• Enhancements
• Carrier & vMOX updates
• Invoicing updates (include Accounting if needed)
• Business review timelines

⚠ Risk & Opportunity Tagging Required
Follow this KBA for Customer Health Updates

• https://vmox.helpjuice.com/en_US/service-delivery/sdm_csm_customer_health_updates#types-of-customer-updates-2

7️⃣ No-Show Protocol

• 5 min: Email reminder
• 10 min no response:
  • End meeting
  • Send discussion summary + attachments
  • Request follow-up

8️⃣ Customer Documentation (Mandatory)

After notes are sent:

1. Open Customer Landing Page
2. Activities → Log Call
3. Update subject (Meeting Title + Date)
4. Enter duration
5. Paste notes
6. Save

Purpose: Visibility, PTO continuity, reduced rework

9️⃣ Attachments & Storage

• Store all materials in customer-specific folder
• Workbooks recommended