Oh another "know it all" talking. As someone who was very very successful as a CS and now an FRM on the other side of the business I can see you're clueless, and i cant blame you as you are not an FRM. Im sure "Proactive" to you means working for you, and closing your cases, and getting the sales for you in place of you doing what you can with your portal. FRMs have to follow strict rules of engagement with customers, different from a CS, and we educate on reimbursement as you educate on the science. Frms cant close a case or make a lazy office worker fax, sign or send in a document, let alone follow up with insurers or patients. Its not the FRM's job to proactively follow up on your specific cases, thats your job and why you have a portal. Just as your customers perform more efficiently with education so would you!! Remember you have a tiny territory thats needs managing, we FRMS have double or triple what you have in accounts, cases, and geography, meetings, partners. Its not all about you, i know its hard to see that as a CS, as i was like you. Knowledge is power