DW - Proposed AV charges
Donkeywheel - Proposed AV Charges
corporate/private rate (not including a discount for not-for-profits):
Half-day meeting pack:
$105 - includes wireless internet ($20), whiteboard ($5) and data projector ($80)
Full day meeting pack:
$195 - includes wireless internet ($40), whiteboard ($5) and data projector ($150)
For discussion: iPod dock, electronic whiteboard and also individual IP based internet charge
Simple inquiry
26 pax + Refer to alternate venue
25 pax or less
Treat as simple T3 level enquiry
once confirmed (booking made) follow up call to establish unscoped complexities
Floating topic
Process Map
Problem: Published Pricing must be consistent/transparent. End User always sees our SUGGESTED PRICING (Discounts are based on final package, & allocated after the fact)
Delivery
T3 Level Tech Support via on site hospitality staff
Push venue & AV package suggestions
Subtopic
If
If DIRECT CLIENT or SIMPLE enquiry UNDER 25 PAX,, channel to venue account manager & AV/room package with onsite T3 level support
Key Qualifying Questions
Calculate Cost Estimate
Channel to packages from key qualifying questions
Packages
Donkey Wheel
Identify Client Type
Stage (2) Confirm Event Type
(1.1) Automated (email?) Response
Thanks for your enquiry
Follow Up : Client chooses prefered option: (1) call-back from account Manager (2) self-service via Web Form
Automated
Personal Response
Qualify Key Event Elements
Presentation Type/s
Tele/Video Conference
Media
Live Performance
Live Presentation
How Many Rooms?
Auto-Allocate Job Number
If .org, direct to sponsorship request form
Up to 25 Pax, channel to general sales. 26 pax+, channel to account manager.
Would you like a call-back?
SUBMIT Channel to database ("single point of truth")
Web enquiry
Access via web form/ GUI
Stage (1) - Innitial (Online?) Enquiry
Identify Referer
Get Basic Event Details
Describe your event - 1 Paragraph
Identify Client
New Customer
Get refering URL (Hidden data field)
URL (from email address)
.gov
.org
.net.au
.net
.com.au
.com
Phone Number
Email Address
Name
Existing Customer
Pull Client data from database
Enter Voucher Code (If applicable)
Hide unneccessary data fields
Phone enquiry - "1 number always"
2 for customer service
1 for sales
Guided
Self-Service (Difficult? - requires intelligent phone system)
Channel to message bank mail
Channel to overflow call centre
Channel to "on call" agent, if available
Channel to venue admin
Complex inquiry
Simple inquiry
refer to web (if you don't want to wait...)
On hold message ... to assist you in attaining the fastest & most comprehensive service we recommend you visit www.xxxxxxxxx. A customer service agent will be able to assist you in choosing the most suitable service option/package. if you do not currently have web access, or are catering to an event audience of more than 25 people. we recommentd our self-service web interface option. we recommend you stay on the line for our next available custome service agent.
