Opportunity Stalled Process for Onboarding

When an Opportunity cannot progress due to missing information, integration blockers, or client delays, Onboarding is responsible for initiating the Stalled process and coordinating alignment with the Opportunity owner.

As soon as it is determined that an Opportunity is stalled, the Onboarder should communicate the reason in the OB Slack Room and work with the AE or AM to confirm next steps. If resolution is not immediate, the Opportunity status can be updated by OB Managers only. A custom activity titled “Opportunity Stalled” is published by the OB Managers and the opportunity status is updated to “Stalled”.

Reasons for stalled account:

• Extended Sales Needed
• FareHarbor Site
• Inaccurate Live Date
• No Communication/Ghosting
• No Live Date
• No Permit, EIN or License
• No Website
• Sold to Incorrect Decision Maker
• Other

Steps for Onboarding:

1. Identify the Blocker:
   • Determine that the Opportunity cannot proceed (eg, missing client actions, integration obstacles outside of onboardings control)
2. Communicate in Slack:
   • Post the reason for delay in the OB Slack Room and tag the AE/AM to align
3. Let your manager know the Opportunity is Stalled:
4. OB Managers only: Post the custom activity: “Opportunity Stalled”
   • This action officially hands the Opportunity back to the AE or AM for resolution

Transition Timing & Rules:

Global:

• The Stalled status serves as a flag that onboarding has paused
• On Day 25, an automated reminder is sent to the AE/AM

NORAM:

• On Day 30, if no action is taken and the delay is not due to a FareHarbor Site build, the Opportunity is automatically updated to “Potential”
• The Opportunity will be routed to either:
  • “Dashboard Sales | Potential” if owned by Sales
  • “Expansion Dashboard | Potential” if owned by AM

Europe & APAC:

• Opportunities remain in Stalled until a new custom activity is posted to update status
• Regional Sales Managers oversee follow-up and progression

OB Ownership & Responsibilities

• Onboarding is responsible for managing Opportunities in:
  • “Waiting for Training”
  • “Trained – Wait for Live”
• Address and resolve short-term delays where possible, typically within 30 days
• Escalate or collaborate with AE/AM if the delay requires their support
• If any users were created on the Dashboard, they must be deactivated
  • Update the FH Dashboard User: Deactivated
  • Update the FH Dashboard: Ensure the dashboard is set to demo mode

Transitioning Opportunity Back to Onboarding from Stalled

• Once an AE or AM re-engages the client and resolves the issue, they will
  • Post the appropriate custom activity:
    • “Dashboard Training Scheduled (for New Client)”
    • “Dashboard Training Scheduled (for Expansion Dashboard)”
• This activity reassigns the Opportunity to Onboarding
• Resume onboarding following standard processes