Strategic Services Playbook

The PAE Strategic Services Playbook is a strategic document that compiles best practices, policies, and guidelines to standardize key process activities, ensuring efficiency, alignment, and consistency in decision-making around Key Performance Indicators (KPIs).

It outlines five core areas:

1. Purpose and Mission

The mission of the area is to drive sustainable and measurable growth through personalized solutions, expert advice, and strategic execution for each client, ensuring their business goals are met. The philosophy is based on providing solutions over excuses and trust over transactions.

The key objectives are:

• Process Standardization
• Performance Optimization
• Team Training and Alignment
• Agility and Scalability
• Risk Mitigation

2. Policies

Policies focus on rapid response, client success, and managing strategic alliances (Partners):

• Communication: Mandates a maximum 8-hour business response time and 48-72 hour resolution for problems. Changes are communicated with at least 7 days’ notice.
• Registration & Typification: Requires proper recording and typification (categorization) of every client interaction in the CRM. A minimum 95% typification rate is required.
• Retention: Promoted through proactive communication, loyalty rewards, continuous value offering, and personalization.
• Refund: Part of the strategic partner agreement; credit and rescue solutions are prioritized over direct refunds.
• Rescue: Protocol for early abandonment identification and handling cancellation requests. Solutions offered include changing service or a 1:1 rescue session.
• Sales: The area is a direct source of sales and is authorized to perform soft sales (upsell/cross-sell), receiving established sales commissions.
• Payment Plans: Offered for investments over $5,000 USD. Payment duration cannot exceed the service execution time.
• Partner Selection Criteria: Rigorous criteria ensure partners align with PAE’s values, demonstrate operational excellence (e.g., verifiable case studies), and commit to the Absolute White Label model.
• Multilingual Support: Guarantees an internal resource to configure communication flows and CRM in the client’s language when the client and partner speak different languages.

3. Processes

Key processes ensure compliance and smooth operational transitions:

• R1. Refund Procedure: A 4-step process: 1) Identify client history. 2) Understand the reason. 3) Tipify in the CRM. 4) Seek a win-win solution (e.g., duplicated credit for premium clients or partial refund).
• R2. Partner Onboarding Process: Includes identification, vetting, signing legal agreements (Commercial, NDA, White Label), providing operational access (Zoom, Zoho, Slack), and training.

4. KPIs and Performance Tracking

KPIs measure the area’s effectiveness in sales, customer retention, and service quality:

• Sales Revenue: (Total Sales, Received Income, Financed Income).
• Sales Growth Rate.
• Upsell and Cross-Sell Acceptance Rate.
• Customer Satisfaction (CSAT).
• Net Promoter Score (NPS).
• Customer Retention Rate (Churn Rate).

5. Roles and Responsibilities

The area has one primary leadership position:

Director de Servicios Estratégicos (L3): Responsible for the area’s profitability and growth through strategic alliances. Designs service strategy, negotiates with partners, ensures profit margins, and acts as the liaison between PAE, partners, and clients. Reports to the COO.