Example: Client Support Case – Midwest Surgical Hospital (Adding Seats, Renewal)
Client Support Case: Midwest Surgical Hospital / AltusCampus
Request
Add a new participant (Michell White) to ImagingCampus subscription.
CSA Action Steps
Step 1: Verify Requester Identity & Contact Info
- Search Tami Kshywonis <TKshywonis@mwsurgical.com> in HubSpot.
- Confirm:
- First/Last Name
- Associated Email(s)
- Job Title (update if missing)
- Contact Professional Role
- Check right panel for:
- Associated Company: Midwest Surgical Hospital
- Deals: Look for prior year and current year SaaS renewal deals
- Subscriptions/Tickets: Ensure proper association
Step 2: Validate Deal Authority
- Click into the current year SaaS deal (e.g., “Renewal – ImagingCampus – Midwest Surgical – 2025”).
- Review Activity > Filter > Email → Read last 6 months of communications.
- Confirm the renewal date; if less than 90 days from today, qualifies for early renewal adjustment.
Step 3: Check ImagingCampus Seat Capacity
- Login: https://altuslearn.com/wp-admin
- Navigate:
- My Sites > Network Admin > Sites > Search: Midwest / mwsurgical.com
- Click the client’s ImagingCampus mini-site > Dashboard
- Go to Argus eLearning > User Management
- Look for: Verified Users (e.g., “9 of 9”)
- Red color = at or over capacity
Step 4: Determine Next Steps
- If at capacity (e.g., 9 of 9), proceed to:
- Add 1 seat
- Process renewal early
- Apply 100% discount on extra seat (credit from prior renewal)
- Rationale: Prevent disruption while staying within support policy
Step 5: Communicate with Client
- Email Tami Kshywonis:
- Explain seat cap
- Notify of early renewal processing and added seat
- Mention that the seat is discounted due to renewal timing
Step 6: Update HubSpot Deal & Subscription
- Update current subscription record:
- Add 1 seat to total
- Update Next Billing Date
- Log internal note on discount rationale and seat adjustment
Step 7: Add New User
- Create user account for Michell White
- Send welcome email to Michell and CC Tami