OnBoarding Timeline
Week-0
0.1 Sales - Complete Signup Documentation
*Including Salesforce data is updated throughout Opportunity process and contains valuable information on potential SIs.
0.2 Sales - Provides a "New SI Email" (Optergy Sales, Optergy Support, Oberix Accounts, Oberix Marketing, Trevor)
0.3 Sales - Add Admin User to portal.optergy.com
0.4 Oberix - Accounts raise the customer in Pronto
0.5 Sales/Support - Sales to Support SI Handover Meeting to discuss client requirements
0.6 Supporting - Create a Onboarding Opportunity within Salesforce and follow Salesforce process.
0.7 Marketing - Setup the mailer for SI
Week-1
1.1 AUTO - MON/WED/FRI Scheduled AUTO EMAILS
Week-2
2.1 AUTO - MON/WED/FRI Scheduled AUTO EMAILS
2.2 Support Initial Mobile Phone Contact
-Introduction to Support person whose going to lead the onboarding process.
-Setup a Meets for sometime in Week-3
-Discussion the onboarding with the client
-Determine if client's Week 6 should be planned for future or ran as immediate Week-6.
Week-3
3.1 AUTO - MON/WED/FRI Scheduled AUTO EMAILS
3.2 Support - Google Meets Call
!!Touchpoint!!
-What sort of stuff do they do
-Prior experience level
-Plan next steps
-Plan required training
-Schedule 1-1 Technical Session
3.2 Support - Week-4 Session Planning
-Determine if an existing lesson plan suits the client
-Create new basic lesson plan if nothing suits
Week-4
4.1 AUTO - MON/WED/FRI Scheduled AUTO EMAILS
4.2 Support - Virtual Technical Session 1
!!Touchpoint!!
-Run the Lesson Plan
-Q&A with SI Staff
-Informal Chat around additional
4.3 Support - Week-5 Session Planning
-Determine if an existing lesson plan suits the client
-Create new basic lesson plan if nothing suits
Week-5
5.1 AUTO - MON/WED/FRI Scheduled AUTO EMAILS
5.2 Support - Virtual Technical Session 2
!!Touchpoint!!
-Run the Lesson Plan
-Q&A with SI Staff
-Informal Chat around additional
5.3 Support - Week-6 In-Person Planning
-Understand Client Requirements
Week-6 (Scheduled Week-A)
-- WEEK 6 IS SCHEDULED FOR FUTURE AS "WEEK-B" IF SI DETERMINED TO NOT HAVE A VIABLE PROJECT READY BY WEEK-6 --
6.1 Support - In-Person Project Deployment Training
!!Touchpoint!!
-Shown exactly how to build the system there deploying
-Assist in coding
-Real Life Scenario
-Roughly 1 day, could be spilt across 2 days
-- ONBOARDING PROCESS COMPLETED (SMALL SI'S) --
Week-6/8/10/12**
A2.1 - Support - Phone-call to schedule Week-A In-Person Project Deployment Training.
A2.2 - Support - Change frequency of phonecall catchups based on customer needs.
Week-8 (Scheduled Week-B)
8.1 Support - Virtual Session 3
-Specifically large deployment solutions
-Best Engineering Practices
-Quick/Efficient Deployment
-OE Specific Setup and Items / VM
-Informal Q&A Conversations
-Reminder to join technical sessions
Carpark - Other Items
Determine if Salesforce can build calendar entries for the onboarding process
Mailing List
Consider review meeting / metrics around MAILing list
Review - Assisting Sales prior to Week-0 provides Support valuable insight into that process
Marketing Plan - for SI's
Ticket Request (Multi-site Licence)
Unassigned Ticket
Next Available person from Optergy Support checks ticket, confirms Multisite, tags relevant Sales person
Assigned to Imtee
Sales to contact customer and determine if Multisite is required or not.
Once determine:
>if No Close Ticket
>if Yes unassign yourself from Ticket to place ticket back into Unassigned Queue for next available support member to pick up.
Unassigned Ticket
Next Available person from Optergy Support checks ticket, confirms Multisite and that Sales have approved.
Assigns to themself
Assigned to Support
Adds Second SI to Hardware Key in CV (process to be determined)
Logs into CV under the new SI's account to confirm they can see the hardware key / associated licence.
Confirms back to client the process is complete and closes ticket.