Best Practice for Onboarding Communication

Communication pre-training: AEs <--> Builders

To communicate about pre-training, please note the following methods:

• Slack Channel:

  • @americas_obbuild post in #americas_obbuilders
  • @apac_ob builders post in #apac_obbuilders
  • @emea_obbuild post in #emea_obbuilders

• For all regions:

  • Use the appropriate “OB Build” Slack Workflow for your region. ⚡️

  • Sales Managers can be found here.

    • Search the AE’s name, and tag their associated Sales Manager.

      

Procedure & Best Practice Notes:

• AEs + Builders will communicate all questions and coordinate all updates from the OB Doc in the thread off their Workflow post
  • NO DIRECT MESSAGING ABOUT BUILDS! #NoDMs
  • This includes dash updates, clarification, urgency, or timing. This is information team leads and managers need to see!
• If you have a lot of questions about a build, please number each question.
  • This allows AEs & SMs to easily figure out what’s been answered and what hasn’t!
• In addition to updates, messages should include what should be communicated to the client for timing.
  • If updates to the build will delay the training, the AE will communicate with the client based on time needs and changes.
• OB Build calls with AEs should still occur, & after the call a summary should be added in the build thread & include any clarifications or changes that were discussed.
  • The goal is to have all information remain public so team leads and managers can see the progress of projects without information being hidden in direct messages.
• Builders will post the FH URL in the build thread once the build is complete so managers and AE’s know it is finished and can see the final product.

• Exception to Rule: Bigwave projects that have their own dedicated Slack channels.

• Adding the FH URL to the thread once the build is completed:

  

• Numbering questions so that all points are addressed:

  

Communication post-training: Builders <--> Trainers

• For all regions use Slack Channel: #onboarding

• Trainers will use the workflow titled “New Client Update” ⚡️

  

Procedure & Best Practice Notes:

• Trainers + Builders + AEs will communicate all questions and coordinate all updates in a thread in the thread off this Workflow post
  • NO DIRECT MESSAGING ABOUT BUILDS! #NoDMs
  • This includes dash updates, clarification, urgency, or timing. This is information team leads and managers need to see!
• In addition to updates, messages should include what should be communicated to the client for timing.
  • If updates to the build will delay the go-live, the Trainer will communicate with the client based on time needs and changes.
  • The goal is to have this information public so team leads and managers can see the progress without information hidden in direct messages.
• Exception to Rule: Bigwave projects that have their own dedicated Slack channels.
  • Trainer will still post a Workflow to notify a training has been made, but communication will be handled in the dedicated channel.

Thread example:

Communication post-training: Integrators <--> Trainers

• For all regions use Slack Channel: #checks_dash
• Integrators will post using the workflow for the appropriate tier. E.g. “T0/T1 Integration” for SB accounts and “T2+ Integration” for MM accounts. Example below.
• If a client integration, then trainers will post using the workflow for the appropriate tier. E.g. “T0/T1 Integration” for SB accounts and “T2+ Integration” for MM accounts. Example below.

Thread example:

Procedure & Best Practice Notes

Procedure & Best Practice Notes for SB accounts.

• You will go through this checklist to ensure everything on the site has been completed. Your builder will be working on this list to ensure best practices have been followed in the dashboard.
• You and the builder will need to communicate in the thread once you’ve completed your portion of the checklist.
• Once confirmed, you can call it live!
  • If any doubts, just ask your team lead or manager if it’s ready to call live.

Procedure & Best Practice Notes for MM accounts.

The Integrators will post in #checks_dash to have the Dashboard and Website checked.

• The integrator will use a workflow to post the URL and the company shortname, tagging you, the builder, and the AE
• OB will claim the check by posting in the thread
• Once they’re done, you’ll receive a task in Close.io to let you know you need to look at the notes left by the OB agent. (Your builder usually helps with most of these)
• Watch for the go ahead to call it live
• If a Dashboard has several items (20+), a trainer should post in #checks-dash with a quick note to warn the team.