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Copy to Hold (CTH) Procedures for Customer Data Management

The Copy to Hold (CTH) process is crucial for ensuring customer data integrity. You can guide customers through CTH in person or via WebEx. Record all call history, including responses to four key questions on the CTH form. Legal Counsel mandates these questions be asked every time to prevent data loss. If customers lack a good backup or have management issues, do not proceed with CTH until proper assurances are made. In case of escalated dissatisfaction, transfer the call to a T3 for support. Always prioritize customer data safety.

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Copy to Hold (CTH) Procedures for Customer Data Management

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  1. Copy To Hold Processes & Procedures

  2. Copy to Hold (CTH) Processes • You can walk a customer through a CTH or you can use WebEx and run the CTH for the customer. • Copy the numbers into your call history as well as the responses to the 4 questions at the top of the form. • Fill out the answers to the 4 questions as well as the numbers into the CTH form and fill out a document library upload request.

  3. Copy to Hold Form The top 4 questions on a copy to hold form MUST be asked before proceeding with the copy to hold.

  4. Copy to Hold Form • Our Legal Counsel strongly recommended that we add the questions at the top of the form and ask the customer EVERY TIME before we begin copying someone’s database. • If they answer “no” to any of the questions, do not proceed any further until they assure us that they have made a backup.

  5. When to turn away a CTH and force a good backup… • Customer has a failed cleanup and doesn’t have a good backup. • Customer needs to do a validation and doesn’t have a good backup. • Customer wants us to make a CTH so that can be their backup. • If the customer doesn’t understand when you can’t assist. “I apologize, but the best advice I can give you right now is to direct you to your hardware tech who will help you ensure that the practice’s data is safe.”

  6. Escalated Issues • If someone is upset with us for not helping them, then escalate the call to your T3. • The T3 will discuss the issue with the customer and the PSM. They will take over the call from that point.

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