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Onboarding: Next Steps & Follow Up Efforts

Goal: Automate Emails containg information for the Dealers Next Steps after Completing Onboarding. Define Onboarding Agents Follow Up Efforts Post Onboarding

Key Topics:

Onboarding Complete: Next Steps

Workflow

  • A Contact will Enroll in this Workflow when:
    • The IC Realtime Video Onboarding Meeting has been marked as Completed
    • There will be a 1 Hour Delay
    • A Branch will then check to see who the Assigned Onboarding Agent is 
    • If it's OB Agent #1 - it will send their email copy of the "Next Steps" Email
      • This will send from OB Agent #1's email and include their signature
    • If it's OB Agent #2, it will send their email copy of the "Next Steps" Email
      • This will send from OB Agent #2's email and include their signature
    • If the OB Agent is unknown, the Workflow will redirect and send OB Agent #1's Email Copy

Email Content

The Email Content is the same for both Onboarding Agents, the difference is who it's sending from and who's signature is showing

 

These emails contain links to complete the OB Survey, the slideshow that was reviewed during the call, link to login to the Dealer Portal, list their Sales Rep Information, Technical Support, Training, Design Support and other resources listed as well.

Screenshot 2024-10-23 at 11.21.34 AM

Screenshot 2024-10-23 at 11.21.44 AM

Reschedule Onboarding - No Show

Workflow

  • A Contact will enroll in this workflow when:
    • The contact is associated to the IC Realtime Video Onboarding Meeting
    • AND The Meeting Outcome has been updated to "No Show"
  • A Branch will check who the Assigned Onboarding Agent is
  • If it's OB Agent #1, it will send their copy of the email to the contact
    • Displaying their Email Signature, and sending from their Email Address
  • If it's OB Agent #2, it will send their copy of the email to the contact
    • Displaying their Email Signature, and sending from their Email Address
  • If the OB Agent is unknown, the Workflow will redirect and send OB Agent #1's Email Copy

Email Content

The Email Content is the same for both Onboarding Agents, the difference is who it's sending from and who's signature is showing

 

These emails contain a link to the designated OB Agent's Meeting Link to Reschedule Onboarding. The Email also lists a few topics that will be covered during the call.

Screenshot 2024-10-23 at 11.57.35 AM

Onboarding Completed: 45 Day Follow-Up

Workflow

  • A contact will enroll in this Workflow when:
    • The IC Realtime Video Onboarding Meeting is Marked as Completed
    • AND The Meeting End Time is more than 45 Days Ago 
  • There will then be a 1 Hour Delay 
  • A Branch will then check to see who the Assigned Onboarding Agent is
  • If OB Agent #1, a task will be created and assigned to the OB Agent to Call and Follow-Up
    • This Task will be added to the shared OB Task Queue
  • If OB Agent #2, a task will be created and assigned to the OB Agent to call and Follow-Up
    • This task will be added to the shared OB Task Queue
  • If the OB Agent is unknown, the Workflow will redirect and create the task for OB Agent #1
    • This task will also be added to the shared OB Task Queue 

This Task will give instruction to Call to check in and be sure the customer was able to log into the portal and that they have no further questions at this time