Account Management and Quality Control

• Requested checks – If an AM would like for QC to look through a client’s dashboard and/or website, they have the ability to do so by filling out this request form.
• QC driven projects – When QC is working on specific, proactive projects any Clients affected will be audited and results and resolution responsibilities will be shared with Account Managers.
• AM driven projects – When AM comes to QC with a need for a specific segment (region, tier, type, etc) and QC executes to meet AM deadlines and expectations – examples of that could be Winter Rippers, Fall Flingers, etc.

• Examples of when a QC check could be helpful:
  • You aren’t as familiar with the Dashboard and/or website currently and you could use a full diagnosis before moving forward with Client conversation
  • Client is over-using Support time or AM time with issues related to:
    • Information inconsistency
    • Opportunities to update/optimize Dashboard
    • Opportunities to update/optimize website
  • Client made changes impacting conversions/booking fees/best practices
  • There was a change in the company ownership or merger, and the new owner might be open to suggestions/updates.
• Examples of when a QC check should not be requested:
  • Quick, punctual fixes
  • Build requests
  • Elaboration of technical solutions

You can fill out this form to submit the request to the QC team.

Once submitted, your request will be evaluated and a QCA will be in touch to coordinate next steps. * Your request will also auto-populate in the #qualitycontrol room, with you tagged, and a link to the record will be provided for your reference.

Here are some things to keep in mind when submitting your request:

• Please submit in a timely manner to ensure you will be available to reply to QC questions.

• If you would like to schedule a meeting with QC to share additional information about the requested check, please make sure to include this in the request form.

• If the priority is high, make sure to submit the form in advance and check the “urgency” checkbox in the request form.

• If your request is custom – please clearly describe the issue in the request form and prepare any files that could be used for the check.

Please Note: We strongly recommend requesting a website check with a dashboard check. Checking both can give you ideas of things to discuss with your client concerning conversion growth!

Although QC will check the entirety of a dashboard or website, the AM requesting a check will select a focus area for QC to keep in mind while conducting the check:

• Increasing Conversions: Select this option for QC to provide notes on how the client can improve conversions within the Dashboard and/or website.

  • For this focus – it is recommended that both the website and Dashboard be selected to be checked.

• Cleaning Up Dashboard/Website: Select this option if a client has a dashboard or website on the older side.

  • For this focus – it is recommended that minimally, “Internal Clean Up Updates” be selected for “Can QC make Dashboard updates?”.

• Spotting Inconsistencies: Select this option if the client has noticed inconsistencies within items (within the Dashboard) or between the Dashboard and website.

  • For this focus – it is recommended that both the website and Dashboard be selected to be checked.

• Suggestion/Implementation of Features: Select this option if you believe your client could benefit from other features being enabled in the dashboard.

  • For this focus – it is recommended that you look through the “Additional Features” section of the Dashboard Retained Business Checklist.

See the “QC Updates” column in this list.

The AM that requests a QC check will be given the option to select in the request form what level of updates QC can make to a Dashboard. These are the options:

• Internal Clean Up Updates: These updates refer to any updates made to the Dashboard that only “clean up” the Dashboard internally, and none of the updates made will be visible externally to end customers.

• External Clean Up Updates: These updates refer to any updates made to a Dashboard that “clean up” the Dashboard view externally (to end customers).

• No updates: This option can be used if the client has expressed they do not want any updates to be made to the Dashboard without their awareness, or if the AMs would like to see and discuss changes with the clients before implementation.

Please Note: If the client prefers no changes are performed without their knowledge/approval, the dashboard should be flagged, and specific information on why no updates can be made should be added to the Dashboard admin notes.

Any companies with flagged Dashboard admin notes (that ask for no changes to be made) will be checked but nothing will be automatically updated.

• Notes will be left for AM and QC can complete updates later if AM communicates specifics to QC.

Tiers 4 or 5 companies, by default, will not have any updates implemented by QC. QC and AM will work together on the consultation and resolution of check notes.

See the “QC Updates” column in this list for specific updates QC will make. If the AM selects “No, notes only, no updates” in the “Can QC make FHS updates?” field of the request form, all of these will be listed as notes for the AM to address.

After our thorough Dashboard check is complete, the following things happen:

1. Check notes are automatically added to the applicable close lead for reference

   • Example:

2. The “QC – Last Check Date” custom field in close is automatically updated with the date the check was completed

   • Example:

3. The applicable individual is automatically tasked in close for resolution of the check notes

   • Example:

Yes! AM expectations following the receipt of a QC check note are:

• Checks are due to be completed by AM within 6 weeks of delivery from QC
• At 4 weeks (28 days) after check delivery AM will receive another task in close. Task will read “QC Check Reminder”
• At 6 weeks (42 days) after check delivery AM will receive a third task in close. Task will read “Reminder – QC Completion Note”
• By 6 weeks after check delivery AM must add a note in close to complete QC check. Note must include:
  • Syntax: “QC Check”
  • What action AM took / didn’t take (what AM pitched / didn’t pitch, did / didn’t do)
    • Remember! This is critical so that QC can measure their impact AND so that if an account gets transitioned the new AM knows what’s been covered.

• Our notes are divided into sections:
  • Dashboard settings opportunities
  • Item settings opportunities
  • Additional feature opportunities
• Applicable for retained business checks only: Anything QC has automatically updated during the check will be noted in the AT record linked to the note in Close.
• In the top left-hand corner you can find which checkpoint triggered the check
• In the top left-hand corner you can find the name of the QCA that completed the check.
  • Any questions specific to the check should be directed to the listed QCA.
    • In the top right-hand corner you will see “Alley” because Alley’s Close account is providing the automation. Alley did not complete the check.
  • Applicable for New Business checks only: all check notes need to be addressed before “calling live” unless specified otherwise.
  • Applicable for retained business checks only: Check notes will be listed in each section as either “most critical” or “less critical” in order to facilitate updates by the AM.

We are happy to accommodate that request! The best way to make sure no further updates are done is to:

1. Flag their Dashboard admin note
2. Note their specific requests in their Dashboard admin note and/or FareHarbor Site
3. To prevent FareHarbor Site QC updates, the AM should select “No, notes only, no updates” while filling out the request form.

There is also the option to ask for client approval to have QC make updates during the check request process. This can help ensure alignment with their preferences while maintaining flexibility in case updates are necessary.

• Use this form for QC checkpoint or project ideas.

• Use this form for best practice feedback.

Questions?

• Ask your peers (request questions, tips / tricks)
• Slack QCA (specific check note questions)
• Workflow in #qualitycontrol (dept questions)