Dashboard Operations and Processes
Last updated: May 24, 2022
Overview: Any changes to an existing Dashboard will be completed in Denver. Anything regarding a new Dashboard for a new client will go through an Account Executive.
New Builds – Existing Dashboard
New items – Support and Account Management (request form)
New availabilities/extend calendar – Support and Account Management (request form)
New affiliate – Support and Account Management (request form)
Dashboard rebuild – AMs, Support, Build Liaisons, Live Build Team and Technical Experts
New Companies/Dashboards
- New Company | New Dashboard – Sales and Onboarding
- Former Customer | New Dashboard – Sales and Onboarding
- New Company | Same Dashboard – Support and Account Management
- Live Customer | New Dashboard – Sales and Onboarding (request form)
- This submission form goes to Sales and Onboarding. From there, the request is funneled to the AE or an OB based on predetermined criteria.
- It is important that all new dashboard requests are submitted through this form to ensure new leads are created as needed and that these requests are funneled to the proper team.
Live Customer | Dashboard split of existing or new items:
- >7 days live – Support and Account Management
- <7 days live – Sales and Onboarding
Splits/Merges
- Two Dashboards Merging – Support and Account Management
- One Dashboard Splitting – Support and Account Management (request form)
- This submission form goes to Sales and Onboarding. From there, the request is funneled to the AE or an OB based on predetermined criteria.
- Related companies – Please make sure Business Development is aware when Dashboards are splitting and merging
Live Client Trains
To ensure clients who hire new employees or need training on new features get trained as efficiently as possible, follow the process outlined in this Google doc.
Notes
When a Dashboard is “-closed” we need to update Close. Please task or ping BD.
Sometimes a new Dash build will go to an Account Manager if it’s not a new business (e.g. if the company just wants to separate their current items out to new Dashboards). If you’re not sure which team the request should go to, try and gather some more info from the company:
- Will this business need to hit a different bank account?
- Will you need the resources to be used across the different items? (determines if they really need a new dash)
- Is this a new business or an extension of your existing one? (usually if someone has just “acquired” a new business and is setting up a new dash, it will go to the AE)
- Will an Onboarding doc and/or training be needed?