1. Purpose
This document outlines the standardised workflow for handling incoming "Contact Us" requests received via email from venuedirectory.com. The process ensures efficient management of leads, accurate data entry into the CRM, and timely follow-up by the Client Success (CS) and Sales teams.
The form is available in the 'Contact Us' section of venuedirectory.com
2. Scope
This process applies to all incoming "Contact Us" emails directed to Freshdesk under the venue support category. It covers procedures for identifying existing users, creating new contacts, managing communication preferences, and assigning leads to appropriate teams based on user type.
3. Workflow Overview
1. Email Receipt and Initial Processing
2. Client Success (CS) Team Actions
3. Sales Team Actions
4. Special Handling for Meeting Planners
5. System Flags and Response Time Management
4.1. Email Receipt and Initial Processing
Incoming Emails
All "Contact Us" emails are directed to the Freshdesk venue support inbox.
Subject Line Identification: Emails will have the subject line formatted as venuedirectory.com - New contact us request
User Verification:
- Fresh Desk automatically checks if the sender's email exists in the CRM.
- Existing User
- The email content, including selected options, is appended to the user's CRM record.
- New User
- Fresh Desk creates a skeleton contact in the CRM with minimal information (referred to as CRM User).
4.2. Client Success (CS) Team Responsibilities
Consent Management:
- For every contact submitting the form, the following consent is automatically selected:
"I agree to receive emails from VenueDirectory, Inc. about relevant content, products, and services. I understand I can manage my communication preferences or unsubscribe at any time."
Action Required: CS team manually sets the "Newsletter Flag" in Endeavour based on this consent.
Once a "Contact Us" request is logged:
Venue-Type Contacts:
Add User to Venue: Assign the user to the appropriate venue within Endeavour
Update Contact Information: Ensure all user details are current and accurate.
Manage Communication Preferences: Tick the "Receives Newsletter" flag in Endeavour Contact Preferences.
Request Data: Send the basic listing data request canned response
Receipt of Data: India to build the listing
Ticket Escalation: After completing the above steps, India to flag the ticket for the Sales team to initiate contact.
Response Time Management
CS must respond to flagged tickets within 24 hours to meet the overall 48-hour turnaround time for sales leads. We have set an SLA of 24 hours, the CS manager and the assigned agent will both receive a warning email if the ticket gets close to or goes over the 24 hours
4.3. Sales Team Responsibilities
Ticket Handling
Sales team members monitor Fresh Desk for flagged tickets from CS.
Action Steps:
Review the ticket details.
Engage with the lead as required to convert the opportunity.
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4.4. Special Handling for Meeting Planners
Identification: If the contact is identified as a Meeting Planner, the following steps are taken:
Email Forwarding: Forward the "Contact Us" email to Heather Swatkins and Fiona Arrowsmith for specialised handling.
Fiona’s Responsibilities:
Add to VDC: Insert the user into VDC.
Manage Communication Preferences: Tick the "Received Newsletter" flag in GRATIS Contact Preferences.
Heather/Fiona’s Follow-Up: Contact the Sales Leads to ensure appropriate follow-up actions are taken.
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Response Time Targets:
Client Success (CS):** Respond within 24 hours.
Sales Team:** Respond within the subsequent 24 hours.
Total Turnaround:** Ensure a maximum of 48 hours from lead receipt to sales engagement.
5. Roles and Responsibilities
Client Success (CS) Team:
- Manage initial contact processing.
- Update CRM records and communication preferences.
- Flag tickets for Sales team follow-up.
Sales Team:
- Engage with leads flagged by CS.
- Convert leads into sales opportunities.
Fiona:
- Manage Meeting Planner contacts.
- Update VDC and communication preferences.
Heather:
- Collaborate with Fiona to handle Meeting Planner leads.