SOPs

By swim lane, how long can each tile sit before AE’s are engaged. (Sales ops to build the rule and color code any that are in violation)

New client

Step 1: AE ensure est. go live date is correct

Step 2: AE creates task, assigns to themself to reach out to schedule kickoff call based on est. go live date.

Client Integrating

Step 1: CX enrolls in post-kickoff call sequence (4 steps, 7 business days)

• email 1: integration steps + payment link
• email 2: 2 business days later
• email 3: 2 business days later
• task 1: have AE engage

Step 2: AE manually emails client, cc’s Abby (4 steps, 7 business days)

• email 1: connected with CX, they haven’t heard from you - here to help.
  • create task to follow-up 2 days later
• email 2: we’re trying to meet some activation goals for the month - can you help?
• email 3: still trying to meet those goals, heres [concession]
• email 4: closing this out
  • Closed-lost updates (CB tickets, deal, etc)

** once tokens are received they are removed from this stage - how does this work with Abby’s sequence / delivery of abby’s sequence

Active-Validating

Step 1: CX adds information to ticket

• AM (company owner)
• Notes w/ any information (can we create a snippet)
• Actual est. go live (so we can time sequences appropriately)

Step 2: CX assigns ticket to AE (currently happening)

Step 3: AE enrolls in Active-validating sequence (3 steps, 14 business days) (currently happening)

Violators

Kickoff meeting sched.

Step 1. AE ensures client shows up to kickoff call

• if not, AE follows up to reschedule

Step 2 - CX assigns ticket to themselves

Step 3 - CX manually moves to Client Integrating

Set up & Validation

Step 1: CX completes following tasks

• address validation
• payment validation
• occupancy validation
• home configuration validation

Active - Complete

Step 1: AM enrolls in active - complete sequence (4 steps and

• email 1 - welcome POCs (support form)
• email 2 - adding you to our sojo scoop
• email 3 - information on referral program
• email 4 - link to meet our CEO

ANY activation in violation of SOP should have AE’s engaged TODAY. Regardless of when deal is closed.

Activation call template:

Weekly activation call to be had to ONLY discuss deals in violation of sop by swimlane

SOPs for violators

1. What if that takes to long ? engage branding ? this cant be subjective. What are the steps, how do we force the deals through the pipeline or closed lost them.