OB Checklist & Responsibilities

☐ Review Airtable Submission & Recent Close Communications

• Ask clarifying questions for any missing or limited information
• Identify potential risks that could impact project timeline or quality

☐ Control Ownership of Slack Channel Canvas & Airtable

• Kick channel off by recapping above & pinging regional @bigwave team
• Fill in Canvas following template at the creation of Slack channel
• Ensure Go Live Date, Team, & BFs stays up to date

☐ Enforce & Maintain Stakeholder Communication

• Prompt channel for updates if 2+ weeks go by with no comms
• Keep the energy up with celebrations & big wins

☐ Basic company overview:

• What type of company
• Complexity / Recap of AT
• POC sentiment or go-live intent

☐ Review OB Doc

• Advanced features
• Affiliates / APIs
• Promocodes / Discounts
• What’s missing & expectations for following up on it

☐ AE background & context

• BW history & dependability
• How do they best communicate

☐ Reservation Transfer size

• Timing (especially if onsite go-live)
• Digital vs physical
• Team expectations vs Trainer/AE expectations

☐ OBer’s current projects / tasks

• Verify capacity in Close as well (Smooth lists, Pending Updates, etc)

☐ Schedule check ins leading up to training date & through post-live handoff

• Encouraging asking for help or just taking on smaller tasks proactively

☐ Confirm upcoming PTO

• Ideally no long-term PTO 2 weeks before / after go-live
• Ensure OOO coverage is coordinated during assignment

☐ Define roles & expectations when 2+ OBers from the same team are assigned

• Project Manager vs General Builder vs Backup
• Double checks, dash sweeps, OOO coverage

☐ Set clear expectations of prioritization & long-term ownership

• Ownership can last years, depending on the company
• When to escalate

☐ Schedule post-Live process review

• Dive into what went well, what didn’t, & what to improve next time

☐ Claim and Complete Initial Build
Start and maintain all communication in the company slack channel (NO DMs)
Standard build process

Caution: May not have a traditional/completed OB Doc

• Be Flexible and communicate missing info/needs to AE during build
• Be proactive and follow up on any missing details
• Create public/shareable documents to track all updates and communications
• This should all be communicated by your manager when assigned to you but be vigilant
  Communicate with AE about build timeline
• There may be pre-training updates that come in after the initial build has been completed

☐ Work with OB Manager to Assign an Build Buddy for project
☐ Schedule call with the Trainer (& AE if necessary) pre-training to go over build
☐ Post Training/Pre-Go Live Updates

“Updates and things to check for Note: Only necessary when applicable”

• List of users, email addresses, and desired permission levels & notifications
• List of affiliates, rates, commissions
• Check-in procedure (tickets, QR, manifest)
• Transportation lodging, pickups, and routes
• Emails and Confirmation Notes
• Group sales pricing

• Translations for any additional languages

  Maintain and update any additional technical notes (resources, affiliates, seatmaps, pricing, etc)

• Any documentation used when building (avails, pricing)

• Add all documents as links in the admin note of the dashboard

Important – Update Admin Notes on Dashboard so all build details are clear for sustainability

☐ Initiate Conversation & Schedule meeting w/ 4Support and SRENT Team member to go over dashboard prior to going live and prep 4support for the transition
☐ Go-Live
Assist in Reservation Transfers and potential audits of bookings

• Familiarize yourself with the processes to help coach teammates who are helping out
• Prepare to make updates on the fly as questions/problems arise

☐ Post Go-Live
Schedule post-mortem/Frankenstein (It’s Alive!) meeting with SRENT team member to go over the build Maintain dashboard updates as needed

• Builder ownership for post-live changes may last beyond the normal 2 week expectation

☐ Join the company slack channel

• Review slack channel communication thread so far
• Maintain all communication in the company slack channel (avoid DMs, if possible)

☐ Claim account with Close CCA & claim in FHtrain manifest once training is scheduled

Get to know the account

☐ Pre- Training Company Overview

• Company Activity Type?
• Company Location/Onsite needed?
• How many trainings forecasted? / Staff at different levels?
  • Be sure to double check WHO will be on the training and WHAT topics they want to cover
• Reservation Transfer needed?
  • Can a report be generated?
  • Is FH responsible for the transfer?
• Connect with AE for company & POC run-down & sales story
• Have reporting needs been discussed yet? Will BI need to be involved for custom reports?
• Review recent close history
• Initial go-live timeline?
• General Integration plan
  • FHS needed /started?
  • Client integration vs. FH integration (login received?)

☐ Dashboard Setup Review

• Discuss dashboard setup with builder & AE
• Taxes
• # of items
• Build complexity?
• Affiliates?
  • API vs. Other connections
  • If they connect with many affilaites check to see if a FH channel specialist should be assigned
• Advanced Features? (seat maps, memberships, price schedules, complex resources, etc.)
• Retail/POS setup required?
• Is the dashboard build complete? / What information is still TBD

Get ready for the training

☐ Pre-Training

• Introduce yourself to POC & lead training coordinators (phone & email)
• Send out training GCal invites & meeting links to appropriate parties
• REQUIRED: Make test bookings into dashboard & familiarize yourself w/ all aspects
  • Create custom calendars
  • Review book form CT & CF formats
  • Review confirmation emails
  • Review deposits & Online booking cutoffs
  • Review price schedules
  • Create custom manifests
  • Review booking flow organization
  • Connect w/ builder if questions arise
• Connect w/ builder & AE: are there focused topics for each training?
• Note any follow up questions to review with POC
• PSC completed?
  • If not, confirm with AE who to contact for PSC later on

☐ During Training

• Note the client’s interest and cover topics prepared for this session
• Note down dashboard questions, updates or changes
• Confirm hardware needs
• Clearly outline next steps and expectations for all parties (FH & client responsibilities)
  • PSC – who will complete?
  • More training sessions?
  • Reservation transfer plan?
  • Confirm future website integration plan?
• Confirm go-live plans & date w/ main POC

Post training follow up

☐ Post-Training

• Post “training completed” CCA in close
• Send login & follow up email to client
• Send training recording
• Maintain communication with builder and AE in slack and through this doc
• Discuss accounting & reporting needs with the client & scheule trainings if needed
• Coordinate w/ AE & client about additional trainings (for staff at different levels?)
• Reservation transfer timeline & game plan
• KEEP ACCOUNT ON TRACK –> Regularly communicate with client & OB team to make sure goals are being met

☐ Dashboard Updates

• Use this doc to track all incoming requests, questions, updates and tasks that need to be completed
• Communicate new updates to builder (tag builder in this doc & in slack w/ CCA) & set timelines for completion expectations
• Manage incoming client requests & communicate clear turn-around times to client

Get ready for Go-Live

☐ Reservation Transfer

• Collect/check Res Software login if applicable
• # of reservations to transfer
• Check software to see if a “future booking” report can be generated – if so TEST IT and see what the download looks like
• Game plan how many days the transfer will take and plan backwards from go-live date – always give yourself a few extra days of wiggle room
• Post transfer doc to team to help out
• Coordinate reservation checks

☐ Integration Prep

• FH integration vs. Client integration vs. FH Site
  • FH int – Do we have all access login? (has this been verified w/ integrations team recently?)
  • Client int – Has the web dev been contacted and aware of upcoming work needed? Timeline for integration completion
  • FHS – Timeline for FHS completion (account remains “SMOOTH”)
• Who is in charge of integration notes – FH or client?
• Send int codes to client or submit int request to FH with enough time to complete update
• Communicate integration expectations to POC throughout process and confirm day of to be sure

Going Live

• Check dashboard for user notifications, default confirmation emails & online bookable avails
• Notify 4Support (@Ryan Tobin) of new bigwave go-live & schedule meeting to discuss dashboard nuances
• Communicate Go-Live in all regular slack rooms, close & of course, alert the client officially
• Post “integration completed” CCA in close to officially call account live
• Notify the AM and post close note with company nuances

Post Live

☐ Post-Live AM/ Support Transition

• Continue to manage all incoming requests, questions and updates in this doc for ~2 weeks post go-live* –> use “post-live updates requested” tab
  • When updates / large dash changes have settled, the account is ready to transition to AM/support
  • Clearly communicate with client on new FH POCs
• Schedule a meeting with AE & AM to discuss POCs & dashboard nuances
• Schedule meeting with SENT team to discuss “post-mortem” thoughts