venuedirectory.com "Contact Us" Workflow Process

1. Purpose

This document sets out the standard workflow for handling incoming "Contact Us" requests submitted through venuedirectory.com.

The process is designed to ensure efficient lead handling, accurate CRM updates, correct routing, and timely follow-up by Support and Sales.

2. Scope

This process applies to all incoming "Contact Us" emails received into Freshdesk under the venue support category.

It covers:

  • identifying whether the sender already exists in the CRM
  • creating a new contact where needed
  • updating communication preferences
  • handling venue-related and meeting planner enquiries
  • routing the request to the correct team
  • meeting response time targets

3. Workflow Overview

  1. The enquiry is received in the Freshdesk venue support inbox.
  2. Freshdesk checks whether the sender already exists in the CRM.
  3. The request is routed to Mercedesz Kotan for processing, or to Sarah Louise Green if Mercedesz Kotan is unavailable.
  4. The contact is reviewed and processed based on whether the enquiry relates to:
    • a venue contact
    • a meeting planner
  5. For venue-related enquiries, the processor must determine whether the venue is already listed on venuedirectory.com or is not yet listed.
  6. Once the required non-sales actions are complete, the ticket is flagged for Sales follow-up, or forwarded for specialist meeting planner handling where applicable.

4. Process Detail

4.1 Email Receipt and Initial Processing

Incoming emails

All "Contact Us" emails are directed to the Freshdesk venue support inbox.

Subject line identification

These emails use the subject line:

venuedirectory.com - New contact us request

User verification

Freshdesk automatically checks whether the sender's email address already exists in the CRM.

  • If the sender is an existing user, the email content, including selected options, is appended to their CRM record.
  • If the sender is a new user, Freshdesk creates a skeleton contact in the CRM with minimal information.

4.2 Initial Processing Responsibilities

Ownership

All venuedirectory.com "Contact Us" requests must be routed to Mercedesz Kotan for processing.

If Mercedesz Kotan is unavailable, Sarah Louise Green is responsible for processing the requests in her absence.

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: the "Newsletter Flag" must be manually updated in Endeavour to reflect this consent.

4.3 Venue-Related Enquiries

Once a venue-related "Contact Us" request is logged, Mercedesz Kotan, or Sarah Louise Green in their absence, must review whether the enquiry relates to a venue that is already listed on venuedirectory.com or a venue that is not yet listed.

If the venue is already listed

Complete the following steps:

  • add the user to the appropriate venue within Endeavour
  • update the contact information to ensure all user details are accurate and current
  • tick the "Receives Newsletter" flag in Endeavour Contact Preferences
  • once processing is complete, flag the ticket for the Sales team to initiate contact

If the venue is not listed

Complete the following steps:

  • send the basic listing data request canned response
  • once the required data is received, India builds the listing
  • after the listing request and other required contact updates are completed, flag the ticket for the Sales team to initiate contact, as include the endeavour URL for the contact and the MEC URL for the listing

Clarification

This workflow does cover enquiries from venues that are not currently listed on venuedirectory.com. In those cases, the correct action is to request the basic listing data so the listing can be built before the lead is handed to Sales.

4.4 Special Handling for Meeting Planners

If the contact is identified as a Meeting Planner, Mercedesz Kotan should complete the initial review and then forward the "Contact Us" email for specialist handling.

If Mercedesz Kotan is unavailable, Sarah Louise Green should complete this step.

The "Contact Us" email should be forwarded to Heather Swatkins and Fiona Arrowsmith for specialised handling.

Fiona Arrowsmith is responsible for:

  • adding the user into VDC
  • ticking the "Received Newsletter" flag in GRATIS Contact Preferences

Heather Swatkins and Fiona Arrowsmith should then work with Sales leads to ensure the correct follow-up actions are taken.

4.5 Sales Team Responsibilities

Sales team members monitor Freshdesk for tickets that have been flagged after initial processing has been completed.

The Sales team must:

  • review the ticket details
  • carry out the sales follow-up required to convert the opportunity

4.6 Response Time Management

Initial processing must be completed within 24 hours to support the overall 48-hour turnaround for sales leads.

An SLA of 24 hours is in place for the initial processing stage.

The CS Manager and the assigned agent will receive a warning email if the ticket is close to, or has exceeded, the 24-hour mark.

5. Response Time Targets

  • initial processing within 24 hours
  • Sales response within the following 24 hours after the ticket is flagged
  • a maximum total turnaround time of 48 hours from lead receipt to Sales engagement

6. Roles and Responsibilities

Mercedesz Kotan

  • primary owner for processing all venuedirectory.com "Contact Us" requests
  • completes initial processing for venue-related contacts
  • routes meeting planner enquiries to Heather Swatkins and Fiona Arrowsmith
  • flags tickets for Sales once non-sales processing is complete

Sarah Louise Green

  • backup owner for all venuedirectory.com "Contact Us" requests when Mercedesz Kotan is unavailable
  • completes the same initial processing and routing steps in Mercedesz Kotan's absence

Sales Team

  • reviews tickets flagged after initial processing
  • engages with leads and converts them into sales opportunities

Fiona Arrowsmith

  • manages meeting planner contacts within VDC
  • updates GRATIS communication preferences

Heather Swatkins

  • works with Fiona Arrowsmith to manage meeting planner leads and ensure appropriate follow-up

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