Toolkit
Reusable Sales and CSM tools, and solution plays by customer problem. Copy a tool, run the play.
Solution plays (by customer problem)
Solution play · 30 minBusy teams, declining outputA leader sees full attendance, high utilisation and long hours, and still misses delivery. This play reframes the conversation from activity to output: Time and Activity proves the hours were available and used, Work Output shows whether the expected work was actually produced to standard, Work Understanding explains why it lagged, and Value Leakage turns the recoverable gap into a tracked, owner-assigned recovery with capacity kept separate from cash. The value is the ability to manage to results; the boundary is that the tools surface candidate causes, not proven causality, and a customer's own numbers depend on validated definitions.Solution play · 30 minToday's Claims target is at riskThis is a 'save the day' play. Real-Time Adherence shows whether people are doing the planned activity right now and whether that activity is producing enough work; Intraday Management reforecasts the remainder of the day, projects the shortfall and lets a leader simulate and evaluate corrective actions; Scheduling supplies the open-shift, overtime and VTO levers; RCM Operations connects the operational signal to the revenue-cycle outcome. The value is faster, evidence-based protection of the day's delivery. The hard boundary: a simulated improvement is not an executed action, and an executed action is not yet an achieved service result.Solution play · 30 minEnough headcount, poor coverageA leader can prove the FTE count matches the plan and still watch certain intervals, skills or sites go uncovered. This play exposes why: an overall balance hides gaps by interval and by skill. Capacity Planning shows requirement versus available capacity with assumptions and skills; Scheduling turns the requirement into a feasible schedule and reveals the shortage windows and rule violations; Real-Time Adherence confirms whether the published schedule is actually being worked. The value is coverage where and when it is needed, not just on average. The boundary: a headline FTE balance is never proof that every skill and interval is covered.Solution play · 30 minOvertime without better deliveryOvertime is the most visible symptom of an operation that manages by effort. This play follows the money: Time and Activity quantifies the overtime and how the hours are used; Work Output tests whether those extra hours produced proportionally more clean output; Scheduling shows whether the overtime is a coverage-design problem (wrong distribution) rather than a volume problem; Value Leakage attributes the recoverable waste and tracks it to a verified recovery. The value is turning uncontrolled overtime into a managed, output-justified lever. The boundary: a recoverable-capacity figure is an opportunity, not cash saved, and cutting overtime without fixing the cause just moves the backlog.Solution play · 30 minQuality score and repeat errorsA healthy quality score is often an illusion of control: it can be high while the same defects repeat, because coverage and scoring consistency are not the same as fixing the cause. This play chains evaluation to improvement: Quality and Call QA runs evaluation, calibration, disputes and coaching; Work Output shows the quality and rework cost of the output itself; Work Understanding finds the process root cause behind recurring errors. The value is fewer repeat errors and less rework, not a prettier score. The boundary: high evaluation coverage does not prove scoring accuracy, AI evaluation needs human review, and a score is a signal, not a fixed cause.Solution play · 30 minAI impact and operational returnAI and automation are easy to adopt and hard to justify. This play measures the operational return honestly: Work Understanding shows where automation removes friction or steps and detects AI impact on the process; Work Output shows whether AI changed clean output, quality and cost; Value Leakage attributes the AI-driven recoverable value and tracks it to verified recovery. The value is an evidence-based answer to 'is the AI paying off', not vendor claims. The boundary is strict: AI-impact views surface candidates and correlations, not proven causality; simulated or projected impact is not realised; and released capacity is not cash until the customer acts.Solution play · 30 minRevenue-cycle outcome diagnosisA revenue-cycle leader drowns in metrics but cannot prioritise. This play is a structured diagnosis: RCM Operations turns a signal into evidence, a proposed action and an outcome hypothesis; RCM Insights lets the leader interrogate the data and inspect the supporting evidence and scope; Work Output exposes whether an operational issue is really an output or cost problem; Quality and Call QA traces recurring defects that drive denials. The value is faster, evidence-led prioritisation of the issue that most protects revenue. The boundary is the discipline that recoverable value, billed value, collected cash and capacity value must never be conflated.Solution play · 30 minCredible value reviewA value review fails when it is a slide of impressive-looking numbers no one can defend. This play builds a credible one: start from the customer's own baseline, show verified recovery with evidence in Value Leakage, connect operational actions to outcomes in RCM Operations, and draw the supporting figures from the applications that produced them - Work Output, Capacity Planning, Quality and the rest. The value is a review the customer co-signs and a CFO cannot puncture. The boundary is the honesty discipline itself: capacity separate from cash, verified separate from projected, correlation separate from proven causality, and the customer's validation on the record.
Field kits
Field kit · Use in-call; 15 min to complete afterDiscovery briefA one-page fillable brief you take into a discovery call and finish straight after. It forces the six slots that separate a qualified, value-anchored opportunity from a feature wishlist, and it records which problem class you are actually looking at so nobody demos the wrong application. This is the tool version of S02 - copy the structure, fill it live.Field kit · 30-45 min to draft with the customerPilot charterA one-page charter that makes a pilot provable instead of a vibe. It fixes the baseline in the customer's own numbers, states one hypothesis you can pass or fail, bounds the scope so the result is clean, and writes the success criteria both sides sign up to. This is the tool version of S08 - copy it, draft it with the customer, do not start a pilot without it.Field kit · 20 min to complete; 30 min handover meetingSales-to-CSM handoverA seven-field handover record and a promise-audit checklist. It forces every commitment made during the sale - especially the soft, implied ones - into the open, so the CSM inherits reality instead of a sales-optimistic story. This is the tool version of S09 - the handover is done when the CSM signs off, not when the doc is sent.Field kit · Use across the first 2 weeks of onboardingOnboarding readiness checklistA readiness checklist a CSM runs before an account starts trusting Time Champ numbers. It separates what the customer owns, what the implementation specialist owns and what simply is not ready yet, so the first value conversation rests on validated data rather than a demo-shaped assumption. This is the tool version of C02 - copy it, work it item by item, and hold go-live until the data-trust block passes.Field kit · 90 min session; 20 min prepAdministrator workshopA ready-to-run agenda and exit-criteria sheet for the first administrator enablement session. It makes the admin the owner of the configuration decisions that determine whether numbers stay correct, with a hands-on task for each topic and a clear exit test. This is the tool version of the administrator track in C03 - copy the agenda, run it in a safe account, check the exits.Field kit · 60 min session; 15 min prepManager workshopA ready-to-run agenda for the manager enablement session, built around a single operating routine rather than a feature tour. Managers learn to read a metric with its context, distinguish the measures that answer different questions, and turn a dashboard into a decision. This is the tool version of the manager track in C03 and C04 - copy the agenda, teach one routine well, check the exit.Field kit · 15-20 min team briefing; 10 min to adaptEmployee introductionA short briefing outline and talking points the customer delivers to their own employees. It states plainly what is captured and what is not, who can see it, and the purpose, because capture without honest communication is the fastest route to mistrust, grievances and gamed data. This is the employee-facing companion to the capture-and-trust foundation (F04) - the customer owns the message; the kit keeps it honest.Field kit · 45 min to build with the customerMutual success planA shared, customer-agreed plan that ties what was bought to the outcome it is meant to produce, with a baseline, a milestone, a dependency and owners on each side. It is the backbone of the account: the handover feeds it, the QBR measures against it, and adoption interventions reference it. This is the tool version of C01 - build it with the customer, keep it live, review it every QBR.Field kit · 30-45 min weekly meetingWeekly operations agendaA fixed weekly meeting agenda the customer runs themselves, built so every session converts numbers into decisions rather than admiring charts. It carries forward the review loop managers learned (KIT-06), adds a standing data-health check, and keeps an action log with owners. This is the tool version of C06 - copy the agenda, set the cadence, and make it the heartbeat of adoption.Field kit · 30 min to diagnose; intervention variesAdoption interventionA diagnostic ladder and intervention picker for a stalling account. It stops you from throwing training at a data problem or a licence at a routine problem by forcing you to find exactly where the adoption chain breaks first. This is the tool version of C07 - copy the ladder, find the lowest broken rung, fix that, and set a date to re-check.Field kit · 15 min to fillEscalation packetA fill-in-the-blanks template that turns 'can someone help with this' into a clean handoff. It forces you to state the issue, what you already checked, the business stakes, who owns the next step and by when - so the specialist does not bounce it back for missing context. Use it the moment you hit something outside approved facts.Field kit · 30 min to fillQBR evidence worksheetA worksheet that builds a QBR from the baseline outward: what we agreed to move, what the evidence shows, what the customer confirms, and what we do next. It makes you keep freed capacity apart from recovered cash, name the things that could explain the change other than Time Champ, and leave with a signed-off next-quarter plan. Fill it before the meeting, not during.Field kit · 25 min to fillRenewal readinessA readiness checklist that forces a clear-eyed look at an account before renewal: did we deliver the outcome we promised, is adoption real, what risk is still open, and where does commercial ownership sit. It keeps you from walking into a renewal on optimism and from over-promising on roadmap. Fill it a quarter out, not a week out.Field kit · 20 min to fillExpansion qualificationA qualification brief for growing an account the disciplined way: start from a business objective the customer has not yet met, prove it with evidence, confirm there is a buyer and the data to support it, and define what success looks like before selling. It includes an included-feature check so you never sell what the customer already owns, and it forces a no-expansion alternative so the recommendation is honest.Field kit · reference cardObjections and responsesA ready-to-use objection card for the five objections you will meet most. Each response names the real concern, gives an honest condition-based answer and states a limit out loud. The pattern throughout is the same: acknowledge, reframe to the customer's own evidence, offer a testable next step - never a blanket promise. Keep it open in live calls.Field kit · reference cardApproved packaging and eligibilityA decision card for the moment a customer asks 'is that included', 'can we buy just this', or 'do we qualify'. It separates what you may state from approved facts from what must go to internal commercial ownership, and gives a clean holding answer so you never improvise packaging on a call. Pricing and terms are not yours to invent; this keeps you honest and fast.Field kit · 20 min to fillIntegration scopeA worksheet that lets a non-technical seller or CSM run a credible integration conversation without overstepping. It frames integration by the outcome and the signals needed, captures the customer's systems of record, and draws a hard line between what you can say and what goes to a specialist. Fill it with the customer, then hand the technical half to the specialist.Field kit · reference cardCapture privacy and trustA talking-points card for the monitoring and privacy conversation that decides many deals. It gives you an honest line on capture policy, access boundaries, employee communication and the limits of activity data, and it draws a bright line between what you can discuss and the security/compliance specifics that always escalate. Trust is won by candour here, not by reassurance.Field kit · reference cardMetric glossaryA quick-reference glossary of the terms that appear across the platform and get confused in the field. Each entry is a plain definition plus the misread to avoid. It is deliberately app-logic level: exact formulas are confirm-with-product. Use it to settle a definition dispute fast and to keep a QBR or discovery honest.Field kit · 15 min per releaseRelease impact and refresherA lightweight template for staying current without over-claiming on new features. For each release it captures what changed at capability level, which accounts and conversations it affects, what you can now say confidently, and what remains unverified. It keeps you from demoing a feature you have not seen and from promising a change you cannot confirm shipped.