Onboarding Submittal Process

• Lead must exist in Close (this info is important for other Departments moving forward) We need one lead for every dashboard. (1 lead = 1 dashboard)
  • If you are onboarding a new dashboard for a lead that has the same ownership as the already in close lead, submit a Related Lead Form
  • If you are onboarding a new lead (not related to any existing lead), submit a New Sales Lead Request Form
  • If a lead has multiple websites but only needs one dashboard, there is no need to request additional leads.
• Company name should be verified during OB call and updated in Close.
• Main URL should be listed in URL field. Additional URLs should live in the lead description with text: Other URL(s.
• Location should be up to date.
• VERIFY THAT THE TOP PART OF THE OB IS COMPLETELY FILLED OUT WITH ACCURATE INFORMATION – if something should be blank, write “N/A”

Bank Account

Before submitting an onboard for an international account, it is extremely important that you verify what country the company’s bank account is located in. If this information is incorrect, a Dashboard rebuild will be required.

Extended Verification

IDs are required by Stripe for all international accounts. Please ask for IDs up front as part of completing the Bank & Payments checklist. For detailed steps on acceptable forms of ID and how to upload extended verification information for non-US accounts, see the Onboarding International Accounts help page.

UAE restrictions

The UAE has more specific regulations, so check the Onboarding International Accounts help page for more detailed information.

1. When you close a deal and have received all onboarding information, change the status to “Closed and OnboardING”.
2. Write OB Doc – Company Name on OB Doc MUST be the same in Close and on the top of the OB Doc.
3. Complete Dashboard Creation Requested (for New Client). Do not forget to do this before your OB doc is checked (if applicable).
   • Copy and Paste OB Doc as a Google Doc Link in the “OB Doc” field on the custom activity. Make sure the document is editable by everyone with the link. Note – For related companies, please add OB Docs for each and every lead.

This Custom Activity can be found here:

Fill in the fields below:

Complexity

Complexity helps the Dashboard specialist understand the lead time and prioritize their workload. The complexity breakdown is the same across all three regions (see photo below but the lead time differs per region:

Americas office:

• Complexity 0: 48 hours / 2 business days
• Complexity 1: 48 hours / 2 business days
• Complexity 2: 48 hours / 2 business days
• Complexity 3: 72 hours / 3 business days
• Complexity 4: 72 hours / 3 business days
• Complexity 5: 72 hours / 3 business days

EMEA office:

• All complexities have a 72 hours / 3 business days build time

APAC office:

• All complexities have a 72 hours / 3 business days build time

1. AE books a training time in this Dashboard

   • Book a time using the company name, NOT the contact name
   • If FINAL Decision Maker is not on the training, write a note as to why in Close and in the OB doc. Make sure to discuss this with the trainer to make sure any “Go Live” decisions have been finalized.

   • BOOK ALL TRAINING TIMES IN MOUNTAIN TIME (ex: if the training is at 11am ET, in fhtrain, book for 9am MT)

     

2. AE completes “Dashboard Training Scheduled (for New Client)” Custom Activity. Please try to fill in as much information as possible.

   

1. AE books a training time in the Dashboard Australia:
   • Book a time using the company name and in parenthesis a list of all clients’ names that will be in the training.
   • Book all training times in Australian Eastern Daylight Time (AEDT) (Sydney, NSW local timezone).
   • Select if your Dashboard must be built in-house or leave blank if it can be built in Denver or Australia. Check with your sales manager about any builds that need to stay in Sydney.

2. AE completes “Dashboard Training Scheduled (for New Client)” Custom Activity Please try to fill in as much information as possible.

   

1. AE books a training time in the Dashboard: Europe

   • Book a time using the company name, NOT the contact name
   • If FINAL Decision Maker is not on the training, write a note as to why in Close and in the OB doc. Make sure to discuss this with the trainer to make sure any “Go Live” decisions have been finalized.

   • BOOK ALL TRAINING TIMES IN CENTRAL EUROPEAN TIME aka AMS TIME (ex: if the training is at 11am Eastern European Time, in fhtrain-eu, book for 10am Central European Time)

     

2. AE completes “Dashboard Training Scheduled (for New Client)” Custom Activity Please try to fill in as much information as possible.

A client needs to change a training time (because of schedule conflicts or NO SHOWING original time):

0.If the client has already been in touch with the trainer, the trainer owns the rescheduling, based on their own personal availability. But, if the trainer has had zero contact with the client or the client reached out to the AE, the AE can directly reschedule based on the trainer calendar availability. 0. If the client requests to reschedule the training time prior to the training date, coordinate a time that is available with the Trainer’s schedule via the Dashboard’s Slack channel. 0. If the training time has passed, submit a new Dashboard Training Scheduled (for New Client) custom activity upon confirming the time with the client AND rebook training in FHtrain Dashboard.

1. Make sure lead status is “Wait for Training” (or “Live Customer” if retraining a live account).

A client needs a RETRAIN

1. Trainer will scheduled a new training

Training needed outside of office business hours

For training outside of office business hours, speak with your Sales Manager or the Training Team Manager.

Rushed training

For rushed training (sooner than current lead time), speak with your Sales Manager or the Training Team Manager.

Company does not need full training

For a company “does not need training”, AE must follow the regular process and specify the training requirements when submitting the Training Request custom activity.

An onboard doc needs to be edited after submission (i.e. a REBUILD)

1. AE notifies the builder to pause the build.
2. Highlight all edits in yellow in original OB Doc.
3. Notify builder upon completion.

A stalled company is back, and needs build updates and a new training

(This is essentially treated the same as a new company)

1. AE books training time in FH train.
2. AE completes Custom Activity Dashboard Created Requested (for New Client).
3. AE completes Custom Activity Dashboard Training Scheduled (for New Client).
4. AE updated lead status to “Wait For Training”.
5. AE updates OB 06 to be “Smooth”.

Company needs multiple trainings OR 2nd training

1. Book the Initial Training according to above procedure.

2. In a note, Write “MULTIPLE TRAININGS NEEDED” followed by as much detail as you have:

   1. Training 1: May 30 with decision maker
   2. Training 2: June 1 with reservationists

3. Book all following trainings on the fhtrain dash.

4. Make sure to touch base with the Trainer to make sure things go smoothly.
5. After the initial training, book the second (third, fourth, etc) trainings in order according to the procedure above in close. Change the lead status to “Wait for Training.” Make sure the account ends up in the training queue (see above for query).

Company to be set up on Call Center

To set a company up on the Call Center, please read the Client Call Center help page.

• Under 25 reservations to transfer: Onboarder
• 25-100: AE and Onboarder
• 100+: AE and Onboarder talk to their managers to check

Check the reservations using the Reservation Transfer Protocol doc

Live = live for 2+ weeks

See Live Customer Builds and Retrains