Offboarding

If a business is Immediate Risk, has a Sunsetting Dashboards, or needs an Offboard, follow steps outlined here:

AM Immediate Risk, Sunsetting Dashboards, and Offboards

1. AM sets the lead’s status in Close to “Former Customer”
2. Notification is zapped into ZenDesk in the form of the ticket, which will include the charter’s shortname
3. Channel Support removes all permissions for all affiliates, including API and FHDN/FH Connect.

4. If the client is opted into the FHDN, assign the ticket to Strategic Partnerships and FHDN will be removed from their list of affiliates

   If not opted into the FHDN, leave internal note stating no FHDN affiliate and solve it

1. For any Channel API affiliates, ensure that permissions have been removed.
2. Remove “Visible to Google” if applicable.
3. Remove “Visible to Expedia” if applicable.
4. Shift the company from the live list to the disabled list in Airtable.
5. Remove Viator Supplier ID/API key.
6. Login to TripAdvisor Experiences and remove the mappings from each product.
7. Remove “Connectivity – Live” custom field in Close

• Every Monday, Lead Generation will do a sweep for Former Customers last week.
  • “custom.AM – Former Customer”:”last week”
• They will update status to “Business Ended” based on if the company is out of business.
  • This is used to calculate churn data. We want to know how many of our onboarded accounts are going out of business.
  • ONLY Lead Generation will update this status.
• Update Current Rez Software & add year and month they switched from FH in the description
• Lead Generation will run a smartview showing if former customer day > 90 each week and then deactivate dashboards

• Every Monday Sales Ops will review companies offboarded the previous week and will decide whether to move back to Potential or mark “AM – Final Former Customer”:Yes
  • lead_status:”Former Customer” not “custom.AM – Final Former Customer”:”Yes” last_lead_status_change_date:”last week”
• Sales Ops and Growth Ops will use this Tableau report to track revenues lost and how to prioritize.

• If a company calls into Support and they are deactivated, we can activate their users to grant them reporting access. Support will task or ping the AM on the account to let them know to deactivate users again.

After receiving a client request to leave the FareHarbor Distribution Network (FHDN) make sure to:

1. Understand why the client wants to leave the network.
2. Gather more information by reviewing their Close lead, website, Dashboard, and talk to their Account Manager.
3. Before reaching out to the client by phone, follow the steps and instructions outlined here.