Suggested by Jayden Hart – Rejected
We've found that obtaining an "acceptable" signature is getting increasingly more difficult, to the point where the approval team in Partner Center does not accept DocuSigned SOWs. Understand needing to verify customer signature, but it's become a lot harder to find an acceptable method, and we have to go back and add additional verification (email where customer sends back signed SOW), which is not realistic for the team to go back and find with a large network of sellers. Curious to see if other partners are running into this issue, and if there's a potential for some flexibility on what's accepted as a "valid signature" when claiming?
Status details
Hello. Thank you for raising this concern surrounding the Claiming process currently in place within Modern Work. We will escalate this potential issue to our management, but as the Claiming process is done outside of FastTrack, our ability to impact is restricted to sharing the feedback with that program. This feedback has been submitted to the owner of the Modern Work program as that is who manages the CPOR Claims team.
This issue has now also been escalated to our Management teams for investigation.
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We have also seen issue that the customer has signed the POE but the partner team want extensive data on what the project deliverables, this issue is we constantly need the customer to resign the POE form. Our view is if the customer accepts the POE then it should be accepted.
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We often used Adobe Sign imbedded in our CRM... but that doesn't automatically created a digital receipt page that can be attached to the end of the SOW. Sometimes this passes through the verification and sometimes it doesn't.
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More often than not, they seem to be coming back and asking for more information on workloads. We then have to go back and tell them exactly what page (or agenda) it's listed on. They usually approve it but they are adding a step which is unnecessary.
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When we receive a customer referral from FastTrack, we copy the customer back with the terms of Partner attachment (CPOR) and ask the customer to respond back with approval to attach to the workload that they have requested FastTrack assistance on. This should be enough information for the attachment and for the Partner to start the FastTrack engagement. We have had this approved and then denied on another customer, based on file type uploaded.HUGE waste of time with the back and forth with the CPOR review team. If the customer is asking for FastTrack assistance on a workload, make is easier for the Partner to attach to that workload. Having a customer wait to engage is a bad look on the Partner and Microsoft.
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We have suggested to the program team to add a customer consent function in Partner Center for CPOR similar to Customer Claims in MCI for Build Intent activities. Copy and Paste to fill in forms, printing and scanning for signatures, and the cumbersome back and forth with the customer is not only error prone but also risk customer sat before we even get started with delivery.
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Thank you everyone for sharing your ideas on how to improve the CPOR claiming process. As we do not have any updates from that team and have no ability to make process changes, we will be closing this item. Please direct any future feedback to Partner Center support. Thank you!