Onboarding suggestions Jan 19 Update
1. Customer completes tour online or staff calls a customer lead and can send customer link to book a tour here . Staff can also book the tour over the phone for the customer from that same link.
2. Staff calls customer within one hour (during operating hours) or the next day by noon if call comes in the prior day to discuss the best fit for the customer.
3. Staff notes suggested studios to show in add meeting notes section in Calendly Schedule View only viewable to the tour host and staff.
4. Staff either meets customer onsite or walks customer through tour remotely.
5. If customer agree to move forward, sales team sends Onboarding Trigger Form.
6. The form automatically sends onboarding email to customer with the deal points entered in that form and will auto remind customer to complete the onboarding form if not completed within one hour. Once that form is sent and customer completes the onboarding form, all fields are completed for the contract.
7. We can also send an auto reminder to complete the background check. How long should we wait for that message to send?
8. Once background check is done, lifecycle stage changes to pass or fail, and sends a notification to Emitr current customer line. If customer fails, a manual review is required *Need to discuss that process
9. If customer passes, Hubspot triggers sending all contract fields to Property Matrix. Property Matrix auto creates an account for customer (Can categorize in the leads section of property Matrix possibly.
10. Staff reviews all the contract fields auto populated, and sends contract to customer within Property Matrix.
*Lets ask Eyal if they can send reminders to customer to complete contract and message Emitrr when contract is signed.
11. Once Contract is signed, customer service team sends a payment request template with payment portal access link, etc. Customer either pays the $100 hold deposit or full move in balance. We can also push reminders and notification to Emitrr, etc. Once full move in balance payment is made Lifecycle stage in Hubspot auto changes to Current customer.
12. Sending Openpath and Lockt credentials and instruction message is sent by clicking a button in the Property Matrix tenant account (will create that workflow once Openpath / Lockt integration is running and waiting to see if we can manage the customer and additional user associations within Property Matrix instead of Hubspot)
Note: All steps can also be done on the spot during an onsite tour. We can set that up within the staff app to flow easily.
