Adding Call To Book Items
Last updated: December 14, 2022
Overview
If a client (any tier) is requesting the Sites LSS team to do any of the following please follow the process explained below.
- Update an activity that is Call to Book
- Update the site and all activities are Call to Book
- Add an activity that is Call to Book (status is “off” on the dashboard)
LSS will proceed only once the activities are bookable online OR if the AM has provided a legitimate reason why the item should remain call-to-book.
Please Note: If the company is shut down or not in business currently because of COVID and that is clear on their website, the LSS will complete the request without following this process.
Purpose
This process is to flag accounts (especially Tier 0s and 1s) that are not reaching an appropriate ROI for a Fareharbor website. The goal is to get more inventory bookable online to increase booking fees. AMs should always attempt to get the item or items bookable online but if there are other items bringing in enough booking fees to meet the minimum of $3,000 in annual booking fees, exceptions can be made. There is a legitimate reason that the item should remain call-to-book.
Process for LSS
Escalate to AM through the workflow LSS Updates, SBAM T0 Escalation, LATAM T0 Escalation in the #account-management channel
Add an internal note to the ticket – noting the situation & that it has been escalated.
Add Tags, don’t forget to add the “Not Solved” on the FH Site Ticket Status field, and submit the ticket as “solved”
AM will reopen, create a follow-up, or submit a new ticket letting us know we can proceed with the request, once the activity(ies) are Bookable online
- This also means all Call To Book items would need to be updated to Book Now as part of the request
Note: For adding an activity that is Call to Book (status is “off” on the dashboard):
Direct the client to this new item form and help page
If the item is “off” let them know it has to be “on” to proceed with adding the item to the FH Site
Process for AM
Once the LSS member has escalated please reach out to the client to:
- Update the availability of their item(s) OR
- Direct them to the new item form
If after talking with the client you believe an exception should be made please explain in the thread and tag @coryn for approval.
ZenDesk Next Steps:
If the client agrees and the availabilities on the items get updated, or an exceptions has been made in less than 48 hours, please add an internal note to the ticket and submit the ticket as open. The LSS member who is assigned on the ticket can proceed with the request.
If the availabilities on the items get updated or an exception has been made after 48 hours, please:
A. Click on “Create follow-up” as the ticket will be closed and add all internal notes in the new ticket.
B. Assign it to FH Sites and the LSS team can continue with the request
OR
C. Submit an internal request via this form.