Process Map
Phone enquiry - "1 number always"
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.
refer to web (if you don't want to wait...)
Channel to venue admin
Simple inquiry
Complex inquiry
Channel to "on call" agent, if available
Channel to overflow call centre
Channel to message bank mail
1 for sales
Self-Service (Difficult? - requires intelligent phone system)
Guided
2 for customer service
Web enquiry
Access via web form/ GUI
Stage (1) - Innitial (Online?) Enquiry
Identify Client
Enter Voucher Code (If applicable)
Hide unneccessary data fields
Existing Customer
Pull Client data from database
New Customer
Name
Email Address
Phone Number
URL (from email address)
.com
.com.au
.net
.net.au
.org
.gov
Get refering URL (Hidden data field)
Get Basic Event Details
Describe your event - 1 Paragraph
Identify Referer
SUBMIT Channel to database ("single point of truth")
Would you like a call-back?
Up to 25 Pax, channel to general sales. 26 pax+, channel to account manager.
(1.1) Automated (email?) Response
Thanks for your enquiry
If .org, direct to sponsorship request form
Auto-Allocate Job Number
Follow Up : Client chooses prefered option: (1) call-back from account Manager (2) self-service via Web Form
Personal Response
Qualify Key Event Elements
How Many Rooms?
Presentation Type/s
Live Presentation
Live Performance
Media
Tele/Video Conference
Automated
Key Qualifying Questions
Stage (2) Confirm Event Type
Identify Client Type
Calculate Cost Estimate
Channel to packages from key qualifying questions
Packages
Donkey Wheel
Push venue & AV package suggestions
If DIRECT CLIENT or SIMPLE enquiry UNDER 25 PAX,, channel to venue account manager & AV/room package with onsite T3 level support
If
Subtopic
T3 Level Tech Support via on site hospitality staff
Problem: Published Pricing must be consistent/transparent. End User always sees our SUGGESTED PRICING (Discounts are based on final package, & allocated after the fact)
Floating topic
Simple inquiry
25 pax or less
Treat as simple T3 level enquiry
once confirmed (booking made) follow up call to establish unscoped complexities