From 3084814d0940ed249ea4465d9abbcc21dacfc143 Mon Sep 17 00:00:00 2001 From: Zay Hanlon <114112018+zayhanlon@users.noreply.github.com> Date: Wed, 23 Nov 2022 11:59:07 -0500 Subject: [PATCH] Update README.md (#8790) * Update README.md * Update README.md * Update README.md * Update README.md Final handbook updates! Charlie and Zay reviewed --- handbook/customers/README.md | 43 ++++++++++++++++++++++++++++++++++++ 1 file changed, 43 insertions(+) diff --git a/handbook/customers/README.md b/handbook/customers/README.md index 7c164b537..9a91e20ae 100644 --- a/handbook/customers/README.md +++ b/handbook/customers/README.md @@ -11,6 +11,49 @@ Customers on a paid tier of Fleet can get in touch directly for commercial suppo | Low to medium impact | Chat support during business hours Chat: Dedicated Slack channel (confidential)
Response time: **≤1 business day** | | High to emergency impact | Expedited phone/chat support during business hours
Call or text [the Fleet phone number](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit) that was provided in the invoice.
Response time: **≤4 hours** | +## New Customer Onboarding Workflow + +This workflow outlines the process that sales and customer success can follow when a new deal closes. + +1. (AE) A customer is sent an order form + - If the customer requires the use of their own legal contract, the account executive (AE) will send that contract to the business operations (BizOps) team for review. Then: + - If the customer can use DocuSign, the AE sends out the order form. The AE must cc themselves and BizOps on the order so that all parties receive a fully executed copy when signing is complete. + c- If the customer does not use DocuSign, the AE sends out the order form directly to the customer. + - The AE then sends the paper signed copy to BizOps for Fleet review and execution (via DocuSign by the CEO). + - BizOps will cc the AE and stay cc’d on the contract when the final copy is sent to the CEO for Fleet execution. + *Note: Chief Revenue Officer (CRO) serves as backup to BizOps +2. The Customer and Fleet sign the order form. + - (AE) The AE adds the fully executed contract to the opportunity record. + - (AE) The AE marks the opportunity 'Closed Won' and includes the 'Closing Date'. + - (BizOps) BizOps team member adds fully executed contract to the [subscriptions folder](https://drive.google.com/drive/u/0/folders/1kwwg8RmnT8DyPLDDYLiJ7w5legDEPc57) (internal drive) in Fleet drive +3. (AE) The AE creates a 'New Sale Issue' + - They complete the AE tasks listed at the top of the issue. + - Then they assign the issue to BizOps and the Head of Customer Success (CS). + - The AE schedules a 30 minute internal handoff call with CS and any other related parties to the sale. + - Prepare to review: + - Details of the deal + - Primary contact / their role + - Desired use cases / desired outcomes + - Reasons for purchase + - Previously using Fleet Free? + - Support tier (Premium or Ultimate) + - Competitive solutions in place + - Other relevant technologies in place + - Any proof of concept (POC) notes that are relevant + - Customer expectations for timeline + - Server deployment type +5. (CS) The Head of CS kicks off the CS responsibilities in the 'New Sale Issue' + - Create an “Existing Business” renewal opportunity in Salesforce.com (SFDC). + - Send the customer [welcome email](https://docs.google.com/document/d/11zrktUdb5FmJQgMyhtU26Wa-YzMES2jGcqEC7cw8tAo/edit) (internal drive) & [deployment checklist template](https://docs.google.com/spreadsheets/d/1tAQV6AqrRhqKusbA9Z6-5RBtOUknjkXVJXyF-Qp1Zls/edit#gid=1709744959) (internal drive) + - Create the customer Slack channel + - Generate the customer license key + - Share the license key with the customer (7 day link) + - Schedule the customer onboarding kickoff call + - Collect deployment details (if not completed during POC) + - Schedule the recurring customer check-in + - Owns running the meeting, note taking, TODO follow up, etc. + + ## Customer success calls ### Scheduling a customer call