OB > AM Handoff Sections Explained US

OB > AM Handoff custom activity is a way for onboarders and trainers to communicate when a new client is going through the stages of getting set up.

An OB > AM Handoff custom activity should be created in each lead once live to help with the transition to Account Management.

Custom Activity Fields:

• Which dashboard(s) are you sending to the account management team?
  • Select the dashboard(s) that are ready to be sent to be introduced to the account management team.
• Point of Contact (Required)
  • Decision Maker
• POC Sentiment (Required)
  • Clients view or attitude towards onboarding process: How was the sentiment of the client during the Onboarding and Sales process, if they were friendly during the training or not. If the AM will deal with more than 1 person (BE VERY SPECIFIC AND HONEST, this is one of the most important sections of the note and it needs to be very detailed).
• Who was trained
  • Leave Blank. Training Attendees autofilled from Dashboard Training Completed (for New Client)
• Are there any ongoing projects? (Required)
  • Yes/No
• Ongoing Projects
  • Detail requests or developments still taking place: Any ongoing or uncompleted projects with the OB (for example, connections with APIs, Dashboard configuration). Or future projects the AM should handle, if any (for example, FH sites, webhooks, setup that should change, new items that clients will add in the future, etc).
• Sales Pain Points
  • Leave Blank. Autofilled from Dashboard Training Scheduled (for New Client)
• Sales Selling Points
  • Leave Blank. Autofilled from Dashboard Training Scheduled (for New Client)
• Onboarding Pain Points
  • Detail any new pain points during onboarding: Any pushback from the client during the onboarding or sales process, what the AM should not mention or avoid. Things that the Trainer or Builder needed to change on the Dashboard configuration in order to operate with us, potential escalations (concerns/objections), or things the trainer noticed the client was particularly dismissive or sensitive to during the Onboarding process.
• Onboarding Selling Points
  • Detail any notes in the training that the client is excited about: You should let the AM know about Dashboard features (crew assignment, resource openers, sales reports, custom conversion tracking) or FareHarbor services (Channel Support, APIs, Strategic Partnerships, Website/SEO support) that the client expressed interest in (information gathered by the AE and compiled by the OB).
• Check the lead accuracy (Required)
  • Check the lead’s Contacts, Business Name, Lead Website, Object URL Website, and TripAdvisor.
• Does the client utilize OTAs/Affiliates? (Required)
  • Yes/No
• If so, have they been connected in the dashboard?
• Are there any activities, tours, events, etc. that the client runs that are not items in the dashboard? (Required)
  • Yes/No
• Additional Notes: (Required)
  • Notes on special integrations and information about other activities the client engages in that don’t have items, as well as any other relevant details the Account Manager should be aware of regarding this client: This should be a brief explanation of the Dashboard configuration, NOT a copy-paste from the Admin note and also NO numbers (for example, Complexity 3). It should explain in a couple of sentences things such as tricky Dashboard setups, special cutoff times, why the resources were setup that way. It can have the following included: “For more information, please check the admin note” or other wording to indicate it was a simple Dashboard with an easy setup.

Internal-only content. Don't copy and paste to anyone.

Updated 4/22/24 – https://fareharbor.zendesk.com/agent/tickets/4213871