Escalation Process
This article provides guidelines for handling campaign issues and escalations within the Digital Advertising Operations team.
Green
GREEN: Typical day-to-day campaign issues such as under-deliveries or poor campaign performance on in-flight campaigns. The DCM for the client can take any and all steps needed, in consultation with the client's sales rep, to improve delivery. This could include things like opening targeting or frequency caps or extending campaign date ranges to stop an under-delivery happening. If an under-delivery does happen, then the DCM has the ability to approve makegood up to 500,000 impressions, in line with any makegood policy in place.
If this doesn't resolve the issue, we move on to...
Amber
AMBER: This is for the more unusual or non-typical escalations where there may not be a significant impact to NZME revenue but still requiring higher attention or potentially a larger investigation. SDCM have the ability to approve makegood up to 1,000,000 impressions, in line with any makegood policy in place.
And if that STILL doesn't resolve the issue, we move to...
Red
RED: This is where there is the potential for significant impact to NZME's business, either from a revenue, legal or reputation perspective, potentially requiring either senior management or executive inputs. This is also where escalations that have been through either the Green or Amber process and have not achieved expected outcomes get passed. Any makegood over 1,000,000 impressions and all video makegood impressions needs to be approved by the DAOM.
