CRM Enhancement - Account & Stakeholder Management

→ Extended CRM stakeholder management by introducing configurable Escalation Contact ownership at the company level, enabling dormant account escalations to be routed to designated stakeholders instead of always defaulting to the Account Owner.

→ Enhanced dormant account monitoring workflow by implementing escalation assignment logic for Tier 1 strategic accounts, with configurable escalation thresholds based on KPI contact frequency requirements.

→ Refactored dormant account cron processing to support escalation recipient fallback behaviour, automatically assigning escalation activities to the Account Owner when no dedicated Escalation Contact is configured.

→ Added CRM Intelligence UI enhancements to surface Escalation Contact management directly within company records, maintaining alignment with existing Account Owner and Stakeholder Owner ownership workflows.

→ Performed end-to-end validation of dormancy and escalation lifecycle scenarios, including KPI threshold breaches, Tier 1 escalation triggering, activity assignment routing, duplicate escalation prevention, and interaction reset behaviour.

→ Executed comprehensive regression testing across CRM account management features, confirming compatibility with stakeholder ownership, activity roll-up, relationship intelligence fields, company/contact hierarchy, scheduled actions, and existing account engagement tracking functionality.