okay so right at the top um we're just going to go through each one so email preparing for your Discovery call this will actually be done through automation um it's going to be done when we when the company schedules the discovery call in the contents of the emailer in this file right here um send contract a client that is done by sales um and it is done through Panda do for setting up service Titan aliases this is actually done through Microsoft um it's done through the admin portal in Microsoft either sales or client this a
client success team can do it um and it is sent to the client through this email right here is the welcome letter but it gets placed into the Zoho account page after the Zoho account page is created um once the Zoho account page is created we're going to email the client a welcome letter I think I actually just moved that but the welcome letter um template is already here as well and it explains what's going to go in the um welcome letter the onboarding template is sent through um job form the targeted go live date
is determined prior to the sales call with the help of the um getting ready for the discovery call content the ZIP code instructions are on the um onboarding form but we also have a PDF link that goes in here same thing with the contact form template and then the formal call taking process is just a standard document and then this is where that Alias setup and for service Titan comes in in the email it will pull the logins from the software so we just need to place them in a section on the um account page
so that they can pull into here once we get done with that the client will fill out their sorry I just need to move this back to where it was supposed to go once the client fills out their welcome letter they get added into the client folder this can happen simultaneously um once the client is completed with the onboarding documents which would be alerted through automation an alert to the management team would go out through autom in Zoho or wherever we are and then the alert to the operation um operations Department of completion is also
going to be an automation moving into onboarding completing the passwords setup for the software that is done through the operations team specifically someone that Mand manages systems um they will go through and set up service Titan using the aliases that we provided the client the client will are then they will go into the Zoho vault as it stands today and update the passwords into the Vault um and then share them with everybody and meline can walk you through how that process works creating a former Playbook that is handled by meline and she can also walk
you through that process recording media is done by operations which is right now meline as well um she'll record all of the hold media for the client which essentially is just the client's name and then our standard scripting um and then once she completes the record the media recording she'll request a did from our phone partner so right now that's ask telemarketing and that is done through the submission of a ticket she can walk you through that process as well um and she then has to create a zho form and she has to integrate it
into the CRM that is done again manually from the operations team and meline can walk you through that if you want to see step byep on how to um scheduling a review meeting with a client that should be done um automatically once we complete all of our tasks we should set we should trigger an email to go to schedule a review meeting with the client um and get all of the other appropriate parties involved once we get into the implementation and launch prep we will meet with the client to finalize and review all documents that
should be done by the operations team the sales team and sorry the um training team as well everyone will come into the meeting and we'll all review the documents together to make sure that they're accurate um and then we're going to update any information obtained during the review of the meeting in into the former Playbook that is done by operations meline can walk you through an updating process it's the same thing as creation um we will then review the form and Playbook with the internal team that is going to be done as a group we'll
all just come back together so operations sales and training will all come back together and make sure that everything is we're all on the same page and everyone understands it to be the same thing um once we complete our review we send the finalized documents over to the client for their sign off we will trigger an alert to the Agents of a new client launching this is envisioned again as automation so once we review it and do a checkbox let's say um this alert would go out automatically setting up agent proficiencies in the phone system
is something that Vicki does and she would have to walk you through the specifics but it's essentially assigning a skill level to a client um and then testing phone lines media and logins that is done through the operations team they will call the phone line make sure it's working appro make sure the correct media is playing and that all service Titan logins are able to be accessed once that is done Vicki will come back in um from the operations team and confirm all skills have been added in and that all agents are appropriately assigned we
will confirm the client is showing up in all of the necessary reports and all recordings are in the appropriate folder um that is done by going into our telephone system and making sure that we see the client's test call in our reports as well as the recordings for the test call in our um files and then we go into launch so this is going to be automatic on the day of the client's launch date of course pending that all of these these implementation and launch preparation steps are done it will send the client go live
instructions in it um in the did for their account so the diid will get pulled in from the account page in SoHo or wherever it lives and um we will send over an email to them giving them instructions on how to set up their phone and when to do a test call after that we're going to monitor the queue and just make sure the test call comes in so we're just watching to see if that client gets a real call that day um and once they do we'll check and make sure everything was successful the
email ticket from the successful test call is actually done by our agents because when they take the test call they complete a form and send it through and then we get into the um monitor clients volume cues and overall performance and that is done also by the operations team um let me know if you have any questions okay thank you
