Business Name Changes

Occasionally, a client may request that we change the name of their business. To make these changes, we must first consider if the changes are appropriate, or if they are actually requesting something different, like an ownership change.

If a Support agent (or any FareHarbor employee) receives request to change business name and edits, before making any updates, consider:

• Is it branding only (business name, logo, etc)?
• Is it a legal name change?
• Is the request to update all company details, including the URL/shortname viewed by customers?

Depending upon the request, there are a number of dashboard updates and internal updates (Zendesk/Close) that need to be addressed. Please try to discourage a SN change. IF a client is adamant about a SN change, use the #account-management room to have the AM approve of the change before doing so. The AM will assist in making sure all broken connections (described below) are rectified.

Shortname changes will affect a company in the following ways:

• Client login portal/URL will change
• Custom calendars & manifests – all custom setting options will be cleared
• Client Site Integrations – all integrations including ASN links on other sites will break, submit the Integration Request form and select the “Full Re-integration” option
• FH Site Integration – SN in company settings must be changed and the site needs to be scanned for any custom integrations or ASN links. Submit LSS ticket.
• Affiliate connections – Affiliate tagging, ASN links, and Affiliate Reporting will be affected. Whether the client is a Charter who works with Affiliates or an Affiliate themselves (or both) you will want to submit the Internal Support Request Form and select the Affiliate Request option. Be sure to clarify if they are both a Charter and an Affiliate in the form.
• FHDN connection – the connection will break, let Strategic Partnerships know of the change using the Internal Support Request Form and select the FareHarbor Distribution Network option.
• API connections – External API connections will break including AlDesk. Submit the Internal API Mapping Request form letting Connectivity know of the change
• Zapier Integration – the Zap MAY need to be reset by the client so the integration recaptures the new SN
• Custom Reports – Custom client reporting COULD be effected so it is best to submit the Update External Custom Reporting Request Form to have BI double check and make any necessary updates.
• Outside User functionality – shortname changes will break any outside user functionality, both to and from the given company’s Dashboard.

Below are the steps AM and Support can take to update the Dashboard and Lead for a Business Name Change.

If you have considered all the above, followed the appropriate steps, and decide that a business name change is the correct thing to do, do the following to complete a business name change:

1. Update all the below information:

   • Card statement text
   • Dashboard name (NOT the Dashboard shortname)
   • Close name (be sure to add the previous name in the Close lead description)
   • Stripe business name (submit Zendesk ticket to PayOps with SN, old company name, and new company name)
   • IF this is a legal business name change: submit Zendesk ticket to PayOps with SN, old company name, and new company name
     • The following should also be included on the ticket:
       • Business Name
       • EIN
       • Business Type (Individual, Sole Proprietorship, LLC – Single Member, LLC – C Corp Tax Class, LLC – S Corp Tax Class, LLC Partnership Tax Class, C Corporation, S Corporation, Partnership, Non-Profit)
       • Address

2. Support or AM then responds to client saying:

   Hi there,
   
   Here’s where I adjusted the business name in the Dashboard:
   - Card statement text
   - Dashboard name
   
   Be sure to check out the rest of your Dashboard (item descriptions, confirmation emails, etc.) and your site to make sure these changes are reflected everywhere else.
   
   Let us know if you have any other questions on this, or if we can help with anything else!
   

3. Support uses this macro to respond: Support::Company Name Change::Follow Up.
4. Support agent then sends message to AM through Slack workflow in the #account-management room letting them know of the change and that they should double check the Dashboard and site.