Apty Onboarding Playbook

Process Overview

https://documents.lucidchart.com/documents/7b2a264d-9277-4072-b370-aa8cab9e2a48/pages/YGcM5DNywbTK?a=592&x=20&y=14&w=1042&h=1843&store=1&accept=image%2F*&auth=LCA%2066cb789eea34cb5e4cfaa19d4dfc1fe5c8d68496-ts%3D1553016713

Sales to Services Transition

Trigger

When a PO is signed (Opp is moved to ‘Closed Won’ in SFDC).

Purpose

Ensure the CSM has all the information to maximize the likelihood of a successful onboarding. 

Specifically, this stage aims to:

  1. Moving customers' primary focal point from AE to CSM.
  2. Saving customers' time (and frustration!) by having to repeat information already conveyed to the AE.

Process

  1. CSM will be assigned within 24 hours after Opp is moved to ‘Closed Won’ (Responsibility: Head of CS team).
  2. Email from Account Executive about new customer to CS* (AE).
  3. All the details must be filled in Opportunity -> Info for Customer Success section for that Account. (AE)
  4. The AE should invite the CSM for a 15 minutes discussion about the account to make sure everything is clear (AE).

Accelerators

  1. E-mail template – AE introduces the CSM:

Hi Bob,

Thank you very much once again for sending through the paperwork, we are looking forward to working with you. 

Bob, at this stage I would like to introduce Jennifer, the Customer Success Manager who will be working with you on an ongoing basis. Jennifer will reach out to you shortly to arrange the kick off call and start the process. 

Thanks again Bob and looking forward to speaking with you soon. 

Best regards,

Adam

NOTE: CSM must respond to the email with a brief introduction within 12 hours with AE in copy. See “Project Set Up” section for more information

Outcomes

  1. Opp data in SFDC is filled out (by AE)
  2. CSM is assigned (by Head of CS)

Project Set-Up (Internal)

Trigger

This stage begins when a CSM is assigned to the customer.

Purpose

Ensure the kick off can continue smoothly to discovery (“Iron out the wrinkles” before the kick off).

Process

  1. Send an introductory e-mail to the customer (Within 12 hours of intro e-mail by AE).
  2. Set up a Customer Engagement record in SFDC (Stage: ‘Waiting for kick off’).
  3. Set up a customer instance.
  4. Set up a customer folder in ‘Teams’.
  5. Receive and test accessibility and credentials to customer systems.
  6. Update Kick-Off deck – Logo, CSM picture.

Exceptions

If the customer is non-responsive, the CSM should:

  1. Escalate this to the AE and the manager.
  2. Mark ‘Risk Status’ as ‘Red’ in SFDC.

Accelerators

  1. How to maintain a Customer Engagement object in SFDC
    Once we gather all the required information from sales during this transition, it’s the responsibility of the designated CSM to transfer all the information into SFDC.
    After entering into salesforce, navigate to customer Engagements tab and fill in the details available in all the sections. Remember to keep the information up to date in salesforce, this is how transparency can be maintained within the team helping to handle any escalations.
  2. E-mail template

NOTE: The email needs to be tailored according to the customer’s needs – If they have tight time lines, we need to push etc..). 

Hi Amit,

 

I hope this email finds you well.

Amit, it is a sincere pleasure to meet you and be working with you. I would like to schedule the kick off call and would like to suggest the below time and date if this suits your schedule. 

Friday the 29 March 2019 9 PM – 9 45 PM IST

Meeting Agenda:

  • Team Introductions
  • Discuss Goals & Objectives
  • Implementation Methodology 
  • Define Success Criteria (for 1st phase)
  • Next StepsAudience:
    Apty Product Owner, Decision Maker, Subject Matter Expert(s)

As a pre-requisite for this meeting, we would be requiring you to provide us the following details. These would help us set up Apty environment for you.

S.NO

Question

Response

1

Provide Production environment URL

Note: Please provide the URL after users logged-in to the application.

Ex: https://na57.lightning.force.com/

 

2

Provide Pre-Prod/QA Environment URL where content is validated before publishing to production along with test credentials to login into your application

Note: Please provide the URL after users logged-in to the application.

 


Thank you so much and we are looking forward to your reply by return.

  1. Onboarding Checklist
    On-premise Checklist
  2. Environment Setup Guide (SAAS)
  3. Kick Off Slide Deck

Customer Kickoff Call

Purpose

The Kickoff call is likely the first opportunity for the CS Team and the Customer Team to meet. The goal is to set expectations, understand the customer’s timeline, constraints and business objectives. 

Who should attend

Apty Team: AE, CSM

Customer Team: Champion, Project Manager/Decision Maker, Apty Admin

Process

  1. Duration of the call: 60 Minutes (Might take less but schedule a full hour). If customer has an hour, add a brief demo of Apty (Only when attendees from customer side were neither a part of Apty demos, nor seen Apty before)
  2. Agenda
    • Team Introductions
    • Demo (Optional)
    • Discuss Goals & Objectives
    • Implementation Methodology 
    • Define Success Criteria (for 1st phase)
    • Next Steps
      1. Questions to get answered during call (To be Documented in SFDC)
        • Customer’s main points of contact, admin and decision makers for approvals 
        • Customer Team location and hours of operation – time zone is important to know for scheduling meetings   
        • What are the customer’s goals and objectives for using Apty in general? 
        • 1st phase
          1. What would make the 1st phase a success? KPIs
          2. Customer’s timeline – is there a tentative go live date for the 1st phase?
    • Change stage to ‘Waiting for Discovery’
    • Share the Meeting minutes and Kick-off Deck. Make sure to include the success criteria discussed and timelines if any.
    • Schedule Discovery session
    • Schedule a call with IT focal point to discuss extension distribution / snippet injection. 

Goals & Objectives/KPIs

  • Employee Onboarding
  • Guidance on complex processes/User Productivity
  • Email Template – Intro to IT focal point:

Hi Bob,

I hope this finds you well. 

Bob, it is a sincere pleasure to e-meet you.

This email is to get started with Apty Extension distribution for users and please let me know when can get on a call and discuss further?

Attached is the checklist that we would like you to fill it which would help us to come prepared for the call.

Thank you and looking forward to hearing from you.

Best Regards,

Thota

  • Check list: Apty Extension Push Readiness Checklist


Extension Distribution with Customer IT Team

Purpose

Clarify the technical requirements and process for implementing Apty. 

Get visibility to the timeline for deploying Apty.

Process

  1. Duration of the call: 60 minutes
  2. What to do on the call:
    • Enquire on what distribution mechanisms suits their organization (based on no. of users)
    • Discuss on the suitable Distribution Process and schedule dates.
    • Questions/Answers
  3. After the call, send over the relevant documents/other details over email.

Outcomes 

  1. Document the deployment method (in SFDC)
  2. Confirm the date for testing the deployment method on a single PC
  3. Confirm the date for mass deployment

Customer Discovery Session(s)

Purpose

Identify MVP (Minimal Viable Product) which brings value to the customer ASAP.

Process

  1. Schedule a 60 min call. The call must be recorded. If needed, schedule additional calls, but don’t schedule calls for longer than 60 minutes.
  2. Highlight the fact that the goal of this call is find a few adoption quick wins so
    1. In a short time they can benefit from their Apty subscription
    2. We have a good example that we can use as a benchmark when we train them to create their own content
  3. Therefore, it’s OK to get ideas for ‘more challenges than we can chew’. Within 1 business day we will get back to them with a suggested scope for the 1st phase (To be confirmed by them).
  4. Explain, give examples and, if possible, demonstrate what adoption challenges are and what are possible solutions.
  5. Ask the customer to present a few adoption challenges they are facing. Throughout the presentation consider:
    • First, understand the problem; Then focus on the process.
    • Can the challenge be quantified today? E.g. how many support tickets are received per week?
    • What can serve as evidence that the challenge is mitigated?
    • Who are they users who tackle this challenge? How many such users exists? How often do they encounter the problem?

Who should attend?

Apty Team: CSM, AE (Optional)

Customer Team: Champion + business process owners

Outcomes

  1. Upload the call to SFDC.
  2. E-mail sent out to the customer detailing:
    • Use cases to be addressed during phase 1
    • KPIs we aim to improve
    • Timeline (when will the content be available for testing)

Accelerators

  • Discovery Slide Deck
  • Checklist with all the questions to be asked during Discovery
  • Email Template – Discovery Summary

 

NOTE: Continue to probe customer’s challenges and fully understand how our proposed solution will address the challenges. Creating content for the sake of creating content will not result in a satisfied customer. Creating content that saves a customer money, time and increases productivity results in a satisfied customer. 

Build/Create

Purpose

  • Create quick, robust guidance content that generates value for the customer.
  • Keep the customer engaged and excited throughout the process.

Process

  1. Build content according to design guidelines and best practices.
  2. Send daily status report on progress as of today.
  3. Get the business process owners involved as much as possible. Don’t wait until the end of this phase to show the content for the first time but get prior validation from one user (or a small group).

Accelerators

Design Guidelines and Best Practices. This phase is aimed at ‘cherry picking’ and mitigating some of the customers adoption challenges.
Adoption challenges may be:

  • Complex processes which are rarely completed successfully
  • Incorrect data being entered into the system
  • A high amount of helpdesk tickets related to a specific process
  • Low adoption of new functionality due to lack of awareness
  • Long turnaround and delays in time-sensitive process
  • Daily Status Report – Email Template:

Hello Bob,

Hope you are doing good.

Here is the status as of 14-Mar-2019 on progress of use cases being built:

S. NO.

Use cases 

Status

Open Questions

Comments (if any)

1.

Create a project

Done

-

 

2.

Create a task

In progress

 

 

3.

Assign a

Not Started

 

 

Please let me know if you have any questions.

Thank you and have a great day.

Best Regards
Signature

Outcome

  • Content published to the test environment

Content Review Session

Purpose

Ensure that the customer’s stakeholders are satisfied with the content to maximize the likelihood of a successful go-live.

Process

  1. Start presenting the use cases built to the customer and note down the customer’s comments. 
  2. Fix any changes suggested by them after the meeting and send an update regarding the same.

Questions to ask your customer throughout the process: 

  • Is it clear how the solution addresses the business objective?
  • What changes need to be made before publishing?
  • How can we measure success of the solution?

 

Pre-requisites

  1. Make sure all content has been thoroughly tested internally before sharing with the customer.
  2. Customer has the player Extension added in his/her machine to go over the content Apty content.

Duration: 60 - 90 minutes (dependent on the Number of Use cases to be reviewed)

Who should attend?

Apty Team: CSM, CS Team Member (Technical Services)

Customer Team: Champion

Note: During the review session if there are any changes to content per customer suggestions, In corporate those changes and get the same reviewed by customer.  

Next Steps

  • Schedule Go Live

Go Live

Purpose

In this stage, the CSM will work with the customer on publishing Apty content. In addition, CSM should provide a summary of the business objectives, the published content and the expected impact. 

After go-live, the CSM will continue to monitor data and help make suggestions to grow and expand the customer’s program. 

Duration: 30 Minutes

Who should attend?

Apty Team: CSM

Customer Team: Project Manager/Decision Maker, Champion

Go Live Agenda

  • Re-illustrate Business Objectives
  • Confirm the audience to whom Apty content will be pushed to.
  • Confirm which use cases are built and which will be built in the next phase.
  • Discuss Next Steps.

Go Live Deck

Next Steps

  • Publish the content to production.
  • Push the extensions to desired group if not pushed already.
  • Schedule daily cadence calls.
  • After everything is stabilized, schedule weekly touch point calls.

Post Go Live Monitoring / Ongoing Support/Services

After successful Go Live, monitor Apty usage and share the insights.

The customer is now self-sufficient and has rolled out Apty to its users. CSM should monitor any tickets opened by any of their customers and actively communicate the ticket status to the customer (STAY ENGAGED). Also, make sure tickets are being addressed in a timely manner and meeting any contractual Service Level Agreements.  (see Support SLA’s for reference). 

Daily touch-point calls/emails should stay on the calendar. It is the CSM’s responsibility to continue to cultivate the customer relationship. 

Things to be Discussed

  1. How users are liking/receiving it?
  2. Discuss any issues and prioritize them.
  3. Discuss Usage analytics and make him aware of the progress through Dashboards.

Next Steps

  • Schedule Quarterly Business Reviews with the customer stakeholders.


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