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

• ​@Reina Underwood - Update Josh’s dashboard to Prio in the order above

Intake Questions

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? - ​@Yonatan Deleon

  • 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? ​@Yonatan Deleon

  • If the account doesn't have the Google Place ID, use this page to find it: https://developers.google.com/maps/documentation/places/web-service/place-id

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

  • For Facebook ID, use this page to find it https://lookup-id.com/

    Note: copy and paste the dealer's Facebook main page URL

• Salesforce Flows

Review Response

• Review Response Intake - ​@Joshua Barrientos
  
  

  • 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:

  • For Dealer Spike, go to the following spreadsheet: DealerSpike Master Location List

  • For ARI, go to the following spreadsheet: ARI Master Location List

  On the appropriate spreadsheet, enter the following information:

You’re done!

Salesforce Flows

Review Request

• Review Request Intake - ​@Joshua Barrientos

  • 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

• Setup Process - ​@Yonatan Deleon

  1. Once the intake is complete, what steps are needed for the dealer to go live with review requests?

  2. What fields need to be updated in the customer connection dashboard?

     • None.

  3. Do you do anything that is not in the customer connection dashboard?

     • DS Master Location list: https://docs.google.com/spreadsheets/d/18-Lb2qDibMvHkkBMaNPNcD2abGVcHTw1PywbSDhZRl0

     • ARI Master Location list: https://docs.google.com/spreadsheets/d/1JIzMq9SSGfMzsW233RnEOzTF_b4nFmfBYdKis_mFSnA

  4. Write a step by step guide for completing the above ^^

• 1- Open the master location sheet depending on the dealer's brand.

  2- Fill up all the data that is required on the sheet.

  3- Close the FR in the Salesforce task for "Review Response".

• DMS process - ​@Yonatan Deleon & ​@Joshua Barrientos

  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? ​@Doug Chase 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

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