Setting Escalation Governance for a Complex Device Account

Large health systems need an escalation path that is understandable before a problem arrives. A strategic account manager can coordinate ownership for service, ordering, and executive communication while preserving required quality and complaint channels.

During an account review, leader Noor says, “Our sites do not know whom to call when something goes wrong.” Manager Eli replies, “Let’s separate the types of issue. For an order question, who needs a status update? For a service case, which local contact should receive documented updates? Potential complaints still go through the designated reporting process. I can put those routes and account contacts in a guide on one page.” Noor asks that site administrators be included. Eli confirms he will verify each operational owner before publishing the guide.

The guide is not a promise to solve every issue through one person. It tells customers where to start, what information helps the next owner, and which items require a formal route. That clarity reduces repeated calls without allowing a commercial relationship to bypass a safety or quality process.

At your next account review, ask the customer to describe one recent escalation from first call to update. Draw the route and find the unclear handoff. A coach should look for precise ownership language, especially where account management must hand off rather than investigate or conclude.