Onboarding Training Checklist – NORAM

In Close:

1. Open OB Training Queue
   **check with your manager for the most up to date queue link/criteria

   • Status
   • Account Tier
   • OB 04 Onboarder
   • OB Dashboard Items
   • OB Live Trainer
   • OB Training date
   • OB Training Date (New Client)
   • OB Training Time
   • OB Training Time (New Client)
   • Sales Owner
2. Select a Company Based on your schedule.
3. Create the New Dashboard Training Claimed custom activity and select Done.
   • This will automatically populate the “OB 04 Onboarder” custom field.

Upon claiming the training

1. Send the “AMERICAS ONB – Training Details” email
2. Create a Google Calendar invite:
   • Select the correct time and day
   • Title it: FareHarbor Dashboard Training | [Name of Company]
   • Invite the “Expected Attendees”
   • Add the FareHarbor Dashboard Training shared calendar
   • Send the invite (you should see the meeting activity populate on the lead in Close)
3. Call the client to introduce yourself

Complete communication tasks (outlined in Close) to remind the client of upcoming training. This includes:

1. EATS call (to be completed the day before or the morning of the training):
   • E – Excited to have them Joining FareHarbor
   • A – A/E Talked to Sales Rep and got all of the info
   • T – Training date and time confirmed
   • S – Stuff to Bring (Login, Banking, etc.)
2. Contact the client to remind them to complete their Payment Setup Checklist before the training date.
   • Note: The Trainer will be tasked in Close once the payment setup users have been created by the Builder.

1. Pull up Close, review the following custom activities to familiarize yourself with the Dashboard:
   • Dashboard Training Scheduled (for New Client)
   • Initial Dashboard Build Completed
2. Log-in to Dashboard as company user and explore
   • Items
   • Customer Types
   • Resources
   • Availabilities → booking calendar
3. Close programs on desktop, turn on “do not disturb” mode on computer.
4. Have a notebook or your notepad ready for any notes that may come up in the training.

Intro

1. Verify that the client can see your screen and your mouse moving.
2. Thank them for joining the training call.
3. Click Record call and let participants know that you will be sending the recording after the call.
4. Say the following: “Please let me know if any dates, times, prices are incorrect, we’ve built this out based on the info (AE) collected, but if anything looks off, just let me know”.
5. Show front end of Dashboard through preview link so client understands the front-end first.
6. Optional: Before we begin, tell me a little bit about your company: have you used a reservation software before? Tell me about your staff? Is there anything specific you want me to be sure to cover during this call?

Booking Tab

1. Explain this is the homepage and where all the availabilities are on the dashboard.
2. Go through the gray toolbar and let them know this is where you will customize your calendar.
   • Month, Grid, Agenda, Timeline – view setups
   • Filter – what you will actually display on the calendar
   • Settings – another set of options
   • Custom calendars – importance of saving calendar views and updating existing ones
3. Making a booking
   • “So I’m going to show you how to do a back end booking – a back end booking is when you or your staff take a booking, maybe in person or over the phone“.
   • Go through Book Form
     • Personal Info, cover booking note (internal note), recommended confirmation email (can make it a default setting too)
     • Customer types – verify price, clarify age
     • Custom Fields this is where we ask for additional information, other notes – mandatory vs not
     • Go over the 4 different ways to take payment in back end (don’t add payment now (cash in person), save card to charge later (have on file and use to your discretion), partial payment (split payment), pay in full (versus front end where they have to pay in full w/ credit card)
4. How to find a booking:
   1. By going to the item itself and clicking Actions and Settings – “Open Availability”.
   2. Typing Name, Phone #, Email, Booking # into the search bookings bar.
   3. Recent Clock Icon.
5. Booking Overview page – summary page, a customer’s booking
   • Add or remove additional guests
   • Rebook
   • Cancel – includes option to issue refund/gift cards
   • Check in – better to do on manifest (skip)
   • Refund – direct way to give money (example: remove customer and overpaid)
   • Email – SHOW SAMPLE CONFIRMATION EMAIL
   • Print – receipt printing, tips
   • Optional: Expense/Discount

Manifest

1. Daily overview for that day – these are the confirmed bookings that are expected to show up for the day.
   • Detailed information vs bookings tab (is the slot available)
2. Toolbar to edit settings: dropdowns, columns, filter feature.
3. Check people in.

Reports

1. Let the client know that it is hard to review reports without having any bookings in the system. Make the recommendation to play with them after they go live – click on the “need help” link at the top.
2. Payouts & refunds (the one place of interest you need to go over with clients)
3. Optional: only if prompted, review Contacts or Advanced Reports with them.

Items

1. Do not go into detail in this tab, unless prompted by the client
2. Give an overview of what this tab is used for: “this tab is generally already set up, but where you will come every once in a while to make item updates. You can use the menu on the left or the prompts in the checklist to get to where you need to go.”
3. Calendar – how to ADD availabilities – create or duplicate
4. Options and prices – changing the prices
5. Bookability – private vs unlisted – times how far can customers book themselves online
6. Info and policies – confirmation, description, photos
7. Optional: shared resources, overrides

Settings

1. Users and permissions
   • How to Create a New User
   • Permission: Directors (all access), Managers (all but reports), Reservationists (change and edit bookings), Guides (no changes, just viewing power)
   • Email notifications for new user
2. Banks and Payments
   • Run through the checklist.
   • Step one is terms of service.
   • Step two is going through the Stripe portal to enter all of your legal business information.
   • Step three is adding bank account.
   • Step four is verifying the account.
   • Ensure you chat about the importance of steps 1 & 2 for go live and how steps 3 and 4 will take a couple of days.
3. Review recurring refund reserve and settings within here. Reiterate that the bank account needs to be set up to see the settings here. Settings include transferring in bulk or in increments.

Help

1. Explore help center with client.
2. 24/7 Support Team available – show “Contact Us” page.

End of Training

1. Questions
2. Next steps: on my end I’ll send it to integration team (if applicable), send a follow up email on your end: explore, and banks and accounts.
3. Say the following: “I’ll be your point of contact as we get you up and running on FH”.

1. In Close
   • Create the Dashboard Training Completed (for New Client) custom activity and fill in all fields accordingly.
     • Automations triggered:
       • Lead status updated to “Trained – wait for live”.
       • Dashboard Training Completed post in the Dashboard’s Slack channel (this will serve as the communication reference for the AE or Builder to follow up on).
   • Send follow up email to client (domestic vs international).
   • If Dashboard updates need to be made:
     • Create the Dashboard Updates Requested custom activity, which will inform the Builder of any updates that need to be completed.
     • If the updates are “minor” and can be handled by the Trainer, create the Dashboard Updates Requested custom activity and once updates are completed, create the Dashboard Updated for Client custom activity.
2. In Dashboard
   • Take off demo mode.
   • Make any updates they may have wanted.
   • Enable and confirm that the main POC has these email notifications enabled: new booking, disputes, when an email to a customer is not delivered, and bank account changes
   • Enable and confirm that “Send confirmation email by default” is checked off in Dash level settings

1. Initial Setup with the Client

Ask if the client uses Google Analytics.

• If yes, request their GA4 measurement ID
  • Place GA4 measurement ID in their dashboard.
• Send the GA4 configurations help page, this is required for GA4 to function correctly with FareHarbor.

2. Determine Dashboard & Website Structure

Review the client’s dashboard and website structure.

• If the same dashboard is connected to multiple websites:
  • Check the checkbox “Calendar, item grid, or book button is added to multiple websites” in their FareHarbor dashboard under GA4 analytics service.
  • Create online ref tags in the FareHarbor dashboard for each website (one unique ref tag name per website).
    • Request that the client adds the corresponding ref tag to every entry point of the lightframe on each website.
• If multiple dashboards are connected to a single website.
  • Clients need to set up the company_shortname custom dimension
    • Send the client the Company shortname setting Help Page

3. Request GA4 Access

Request the client to grant FareHarbor access to their GA4 property access

• Locate the most recent Analytics email in the #account-management Slack channel
• Send the client instructions for granting access to FareHarbor.
• Once access is confirmed, update the Close custom field AM - Google Analytics Account.

4. Pre-Go-Live Checklist

Ensure all the following are complete before going live

• GA4 measurement ID is added to the dashboard
• GA4 Configuration is completed by the client (or by us)
• Dashboard Checkbox checked or/and company_shortname custom dimension is set up
• FareHarbor has access to the client Google Analytics property and the Close custom field is updated.

1. Initial Setup with the Client

Ask if the client is running Meta (Facebook) Ads

• If yes:
  • Send them the Conversion API set up instructions
  • Request the following from the client:
    • Pixel ID
    • Access Token
    • Source URL (the source URL is the website URL including HTTPS://…)
  • Create the Facebook Analytics Service in their FareHarbor dashboard
  • Populate the Facebook service fields in the Dashboard with the client-provided info
    • Pixel ID
    • Access Token
    • Source URL (the source URL is the website URL including HTTPS://…)

2. Pre-Go-Live Checklist

Ensure all the following are complete before going live:

• Pixel ID is correctly added to the dashboard.
• Access Token is added to the dashboard.
• Source URL (including HTTPS://…) is added to the dashboard.

• If FareHarbor Integration:

  • Confirm Dashboard is out of demo and submit request via https://airtable.com/shrwrPyIcOyTFdbfC.
  • For Small Business accounts
    • The Integrators will post in #checks_dash.
    • The integrator will use a workflow to post the URL and the company shortname, tagging @obupdates, you, the builder, and the AE
    • 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 you team lead or manager if it’s ready to call live.
  • For Mid Market accounts
    • The Integrators will post in #checks_dash to have the Dashboard and Website checked by OB.
    • The integrator will use a workflow to post the URL and the company shortname, you, the builder, and the AE
    • You 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. (Your builder usually helps with most of these)
    • Watch for the go ahead to call it live

• If Client Integration:

  • You will post in #checks_dash using the workflow that is appropriately titled for the tier company you’re working with.
    • Fill out all the fields in the workflow.
  • If a tier 0/1 you will follow the same steps as previously stated. Working through your checklist for the site while the builder does so for the dashboard.
    • Again, make sure you communicate with the builder once you’re done, and they will do the same. Get ready to call it live.
  • If tier 2+ an OB agent will claim checks by posting in the thread.
    • Again, follow the thread, looks for tags and tasks in close. Work with your builder to ensure they’re ready to be called live.

1. After receiving the green light from OB in #checks_dash or completing your checklist, you are ready to call the client live
2. In Close:
   1. Send go-live email to client.
   2. Switch Close status to LIVE.
   3. Update Seasonality CF in Close fields.
   4. Add AM Note:

3. In Slack, post in the #live room, tagging the AE, builder, integrator, and @oblive.

   

4. Ping @apiteam in the #connectivity room if they have connections.

1. Transition client by sending out email template titled “AMERICAS ONB – AM/FH Intro” for either MM clients (Tiers 2+) or SB clients (Tiers 0-1)
2. Update “AM – Training Sentiment” custom field
3. Archive the Dashboard’s Slack channel

1. After the training, follow “Right After Training” steps as normal.
2. At this point, you do not send in an integration request, sites will need to work on building out the FH site.
3. Using this link (view for sites not live on FH – OB view) – https://airtable.com/shrFxXzFQWarxxOcf/tbl3xnc6R9z7Cxnid?blocks=hide to follow the progress on the FH site
4. Reference the #fhs-to-ob room for any updates you may receive from the Sites Team.
5. Track progress in the Slack room #checks_fhs.
   • The initial check is called First Round Check. Doesn’t affect OB Trainer. Place of interest for trainers is airtable, maybe just to know.
   • Eventually it will get to the point of a Live Check #checks_fhs where FHS will tag the trainer and builder for followup.
   • Wait for approval that updates are completed for Sites, SEO, and Dashboard.

6. Once you get the “green light” in #ob-live room in the following format:

   

7. In Close:
   1. Switch status to live
   2. Add “AM Note”
   3. Update Seasonality CF