New Sales and Takedowns

For managing the setup and takedown processes for all RM components we will use the following dashboard. It shows the new items to set up or cancel for each component. It also houses the support queue for RM services:

Dashboard: RM Management | Salesforce

Dashboard Components and What They’re For:

  1. Open Website Review Tools Setup FR - Shows all new setup requests for the “Website Review Tool” component only.

  2. Open Website Review Tools Takedown FR - Shows all new takedown requests for the “Website Review Tool” component only.

  3. Open Repman Setup FRs - Shows all new setup requests for the “Review Request” and “Review Response” components only.

  4. Open Repman Takedown FRs - Shows all new takedown requests for the “Review Request” and “Review Response” components only.

  5. Open DS/ARI Rep Man Support Cases - Shows all open support cases in the “DS/ARI SEO Rep Man Team PF” queue. Can be for any of the three components.

  6. Closed DS/ARI Rep Man Support Case - - Shows all closed support cases in the “DS/ARI SEO Rep Man Team PF” queue. Can be for any of the three components.

Rep Man Fulfillment Request Status Breakdown:

  • New - Ready to start with an intake from operations

  • In-progress - Has had an intake and is ready to start moving forward

  • On-hold - Site not live, check the fulfillment detail stage and parent FR to ensure we are triggered to start once the site implementation is complete.

    • Fulfillment Detail Stage - Should say pre-production

    • Parent FR - If the site is not live and the status is marked as “On-hold” we will need to ensure we have the parent FR listed on so it will trigger ours to the new status once the site FR is closed.

  • Amendment Pending - A change was made to their contract while the FR is still outstanding. Katie will need to check the fulfillment order notes and determine what the new status of our FR should be.



How to prioritize the following components

  • WRT - Quick and easy - Does not require outreach. - Lowest cost & very little ROI

  • Response - #2 Requires intake and is part of request

  • Request - #2 This is where the dealer has bought the RM product standalone.

  • Package inclusions - #1 Dealer has paid extra for just these components

  • - Update Josh’s dashboard to Prio in the order above



Intake Questions

  1. Will you be my primary contact for reputation management at the dealership?

    1. Contact Name and Email Address:


  2. What type of Dealer Management System (DMS) do you use?

    1. DMS Name, ID or other Information needed, if supported:


  3. Do we have your permission to display a feed of your most recent reviews on your website, limiting it to only 4-5 star reviews?

    1. Yes or No

  4. Have you enabled the review feature on your Facebook page?

    1. Yes or No

  5. Would you prefer to be notified of all new reviews or only the negative ones?

    1. All or Just Negative

  6. Is there anyone else at the dealership who would like to receive notifications for reviews or have access to the reputation management platform?

    1. List of users and email addresses:


  7. For which location would you like to set up Reputation Management services?

    1. If they have a multi-location SKU, which locations and how many in total. List the addresses: 



Website Review Tool

  • https://arinet.atlassian.net/wiki/x/TwBh_Q - Guide on adding widgets to DS and ARI Sites

  • What are the settings in the Customer Connections dashboard that need to be updated at the time of setup? -

    • On Account Settings:

      • Turn on "Review Widget on Site" button.

      • Always make sure to hit the green "Save" button that is found below.

    • On Review Settings:

      • Type in the Google Place ID and click the checkmark box that is found right above.
        Google Place id finder: https://developers.google.com/maps/documentation/places/web-service/place-id

        • Note: The location name and address need to match with the dealer's.

      • Always make sure to hit the green "Save" button that is found below.

    • On Review Routing:

      • Facebook Button URL: if the dealer has a Facebook page, use that one.

      • Google Button URL: copy and paste this link "http://search.google.com/local/writereview?placeid=" and after the "=" paste the Google Place ID found before.

      • Always make sure to hit the green "Save" button that is found below.

  • Do you do anything outside of the customer connection dashboard? If so, what and what links should be included in this guide?

  • Salesforce Flows

Review Response

  • Review Response Intake -

    • What dashboards do you use?

    • Timeline for intake completion
      Intake completion takes about 15-30 minutes

    • What happens when they won’t cooperate?
      The client will be sent back to CS

    • Where does the information from the intake go? - Word doc uploaded to the intake task

    • What information do we need?

      • Dealer email that they want to use (Primary contact)

      • Name and Email of all members that need access to the Reputation Management platform

      • Facebook/Google access

      • Specific location the want the service? - If multi and one location purchased

  • How to setup:

    We are going to set up the review response part of the reputation management product using the following steps:

    On the appropriate spreadsheet, enter the following information:

  1. Corporation - Either DealerSpike or ARI

  2. Location Type - Single or Multi

  3. Account Type - Always “Standalone Reputation Management”

  4. Reputation Management - Always “Yes”

  5. Country

  6. State

  7. Rep Management Onboarding Date - Month and year of service start

  8. Location - Business name + First line of Address

  9. Location Id - Unique ID for each location needs to be non-mutable - We will use the GBP ID

  10. Display_Name - Same as location

  11. phone_number - Business phone number for the location

  12. Name (for listings) - The business name for the location

  13. Street Address - First line of the location’s address

  14. City

  15. State

  16. zip_code

  17. Country

  18. Website

  19. REP MANG TO EMAIL - Client Contact who will be responding to reviews

  20. REP MANG REPLY EMAIL - Client Contact who will be responding to reviews

You’re done!

Salesforce Flows

Review Request

  • Review Request Intake -

    • What is your intake process?

    • What dashboards do you use?

    • Timeline for intake completion

    • What happens when they won’t cooperate?

    • Where does the information from the intake go? - Word doc uploaded to the intake task

    • What information do we need?

      • Dealer email that they want to use

      • Specific location the want the service? - If multi and one location purchased



  • DMS process - &

    1. What is the process - Start with Lightspeed

  1. Access the customer connection dashboard for ARI or DS.

  2. Search for the dealer account.

  3. Click on DMS Integration .

  4. Select the type of DMS (Lightspeed).

  5. In Lightspeed number, type in the DMS ID given in the outreach before.

  6. Leave the rest as it is and click save.

  • When does this start?

    1. Can we get this information during the intake?

    2. Where does the DMS information live?

    3. What other steps need to take place after adding the DMS ID to customer connections?

      • Outreach to lightspeed?

      • Confirmation with the dealer?

    4. What is this process? We do not know the current process for setting up lightspeed.

    5. What to do when the dealer does not have a supported DMS?

    6. Are the other DMS integration guide correct?

  • Salesforce Flows

Setup QA

  • Final check of all features to ensure functionality and close the FRs


Salesforce Flows


Support

  • Where to send cases

  • turnaround time

  • escalation paths


Tasks

Assigned

Due Date

Completed

Notes

Complete Documentation Section


Jan 31, 2024

In progress

Group effort

Website Review Tool Documentation Updates

Dec 29, 2023

Completed


Review Response Intake

Jan 31, 2024

NOt Started

Likely the same as the intake for Review Request

Create Intake Template Word Doc

Dec 29, 2023

COmpleted

Josh to send questions.

Updated questions and sent to Josh

Also Located here: https://docs.google.com/document/d/1YNUe_hb4RMLqoWwWAmMJW0yvrbz3grKqWZ2wjrEfPyA/edit?usp=sharing

Complete Setup Documentation for Review Request

Jan 26, 2024

In-progress


Get fully updated DMS integration Guide from Product

Jan 31, 2024

In-Progress

Email sent to Lance for forward to Doug

Review Deliverables for the Above


Dec 29, 2023

Completed

Go through all new documentation produced this week and refine.

Map Out Current Backlog and Plan for Finishing

Jan 31, 2024

In Progress

Once Katie has had a chance to complete the audits and fix the status we will have a better idea of what we have left

Update Josh’s Dashboard - Prioritization

Dec 29, 2023

COMPLETE

Updated. Please see the PDM ^ Rep Man Re-Alignment chat for explanation and links.

Katie Audits

  • Open Website Review Tool Setup FR - Check “on-hold” is site live, fill in the blanks

    • Add parent FR to the On-Hold records

  • Open Repman Setup FRs

    • Check “on-hold” is site live, fill in the blanks

Dec 29, 2023

Complete


Add Salesforce Instructions to Documentation

Feb 9, 2024

NOt Started

Once the documentation for the implementation steps are outlined we will evaluate what is needed in SF today and make adjustments to the templates and task structure as needed and add those instructions back into the above guides.

SF Dashboard Changes and Enhancements

Jan 31, 2024

NOt Started

Based on the last task we may need to make some alteration to the fulfillment dashboards to ensure alignment.

I should be able to handle myself, but may need some assist from Reina.

Define the Support Process

Feb 9, 2024

NOt Started

Will just need to align with the SEO standards and update our assignment rules to put it into the right queue.

Breakdown of current status by component:

  • Website Review Tool

    • New - 2 New Sales - We have not touched them

    • In Progress - Open task not yet closed, setup has started - When you start, mark as “In-Progress” on the FR

    • On-hold - Website Not Live - When new sale comes in, Alex Cal will look at the site, and updates the FRs for the account.

      • When site is live: Fulfillment detail stage - pre-production, Status- New

      • When Site is not live: fulfillment detail stage -pre-production , Status - On hold, has parent FR for website.

      • When site goes live the status will change from On-hold to New

    • Status: Amendment Pending

      • When an amendment is entered on an order that has an open fulfillment request, the fulfillment request’s status changes to “Amendment Pending.”

      • The user is to read the Fulfillment Notes section on the Fulfillment Order (FO) and decide the next status for the fulfillment request.

  • Review Response

    • When the intake is completed - Mark the FR as “in-progress”

    • Any “on-hold” from Open Repman Setup FRs - check if site is live

      • If not do the same as above

  • Review Request