This guide will show you step by step what you need to do when you receive a sub form to when you finish the training session.
When a sub form comes into venue support you will need to check whether the subscription is a renewal or new sale. (Please refer to Sub Form Process help guide)
If it is for a renewal then you can add a note to the ticket to say it is a renewal and close the ticket. If it is a new sale you will need to go through the normal sub form process and check the venue listing.
Once you have checked the venue listing and let the venue know if there is any missing information you will need to check with Andy/Graham if the venue needs training. If the venue doesn't need training please send Sam an email to let him know this and close the ticket. If the venue does need training Andy/Graham should let you know who to email but this will usually be the confirmed by contact.
On the sub form there will be a section saying 'Free Training Webinar? No'. You can ignore this as the venue don't have the option to say yes or no when they are signing up.
If the venue has no missing data assign the ticket to Jenine Clarke and add a private note to say the ‘Listing is Completed’.
The ticket type should be set as ‘SubForm’ and set as Pending
If any information is not complete, please contact the ‘confirmed by’ contact via email. Create a new email in Freshdesk so you don't forward the subform to the client. Set the email to OPEN when sending as it will default to CLOSED
Please use this canned response Sub Form - Missing Information and this under ‘What’s Missing?’ Section.
Once you have sent your email, copy and paste the email into the user's CRM (History).
Set the email in Freshdesk as 'waiting on customer'. Chase the client if you haven't heard back in two working days using the canned response SubForm - Missing Items From Listing - Chasing Template
After the email has been sent to the venue please add the missing information to the ticket as a private note assign the ticket to Jenine Clarke and set the status as pending.
Jenine/Sarah makes contact and books the training session
If they don't hear back from the client they should send a chasing email using this canned response Chaser onboarding email to venues
If there is no response received within two days Jeine/Sarah will call the venue
Once training is complete the Sarah/Jenine/Mercedesz emails the agent list to the client and transfers the Fdesk ticket to the account manager as ticket type AM Call
The account manager then sends an introductory email, using the canned response Account manager intro call to the client offering an intro call
Acc manager sets status as waiting on customer
If no response use chasing templates - Account manager reviews call chasing email
If still no response then the account manager to phone the client
When the client responds a call is booked and takes place
Once the call is complete the account manager updates the ticket to say the call took place, adds any relevant notes and then closes the ticket.
Sam will take all independent venues and groups of less than 8 venues
Anything that isn't independent with more than 8 venues in the group at point of sale needs to go to Graham
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